Guest Experience Coordinator - San Jose, California, United States

TITLE: Guest Experience Coordinator · POSITION TYPE: Full Time, Non-Exempt · COMPANY: Sharks Sports and Entertainment, LLC · LOCATION: SAP Center at San Jose & TechCU Arena, San Jose CA · REPORTS TO: Guest Experience Manager · POSTING DATED: February 17, PAY RATE: $27.50/hr. · Ac ...

Job description

TITLE: Guest Experience Coordinator POSITION TYPE: Full Time, Non-Exempt COMPANY: Sharks Sports and Entertainment, LLC LOCATION: SAP Center at San Jose & TechCU Arena, San Jose CA REPORTS TO: Guest Experience Manager POSTING DATED: February 17, PAY RATE: $27.50/hr.

Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands and primary work location. The base pay range provided is subject to change and may be modified in the future.

Position Overview The Guest Event Coordinator, acting under the general direction of the Guest Experience Manager, performs essential support duties for the Guest Experience Department. The Guest Experience Coordinator represents the Guest Experience Department with guests and inter-departmentally within SAP Center. The impetus of the Guest Experience Coordinator is to put SAP Center at San Jose in the best possible position to deliver memorable moments for its guests.

Essential Duties and Responsibilities:

• Lead with a positive attitude and demonstrate commitment to all Team Members and guests.  
• Ensure that each event is prepared and set effectively. 
• Collaborate with department management and other stakeholders to achieve goals. 
• Resolve concerns quickly to a positive outcome.  
• Attending the weekly Operations Managers Meeting as applicable. 
• Ensure that all event needs are organized, communicated, and fulfilled in a timely manner.
• Provides administrative support to the department.
• Create and distribute Fact Sheets and event concessions maps to appropriate managers and event staff.
• Collaborates with management on event staffing needs to ensure proper set up in ABI. 
• Maintains ABI templates to ensure accuracy. 
• Track staff attendance information including, but not limited to cancellations, no shows, and approved leaves of absence. 
• Responsible for scheduling ushers for assigned events each month.  
• Prepares event information, Base and Supervisor packets for all events. 
• Maintain Minor work permit records and training records. 
• Creates WIP entries in ABI System.
• Prior to the event, ensure the arena is fully prepared by walking all levels of the venue before doors open and completing the pre-event safety checklist in VenueAware.
• Ensure all necessary signage and credentials are in place, potential safety hazards are identified and resolved and coordinate with other building departments to honor requests that are made for other supplies (ex: sign holders for promotion tables on the Concourse).
• Supply and prepare the information desks prior to each event.
• During the event, assist team members with resolving guest issues and support Supervisors in ensuring their area of supervision is operating efficiently.
• Coordinate Wheelchair Accessible accommodations for guests.
• Coordinate special accommodations for guests designated by the Guest Service Department.
• Assist as necessary during events, such as scanning tickets, escorting guests, etc.
• Assist as necessary with the coordination of VIP Parties hosted by the promoter during events.
• Assist as necessary with the coordination and support of guest relocations during events.
• Assist as necessary with pre and post-event activations
• Respond to and resolve guest inquiries and/or complaints in conjunction with the Director, Guest Experience and the Guest Experience Managers at events.
• Evaluate with the Ticketing Department the availability of CEEPS for each event and distribute those available to the Uniform Room for distribution.
• Performs all other duties and projects as assigned. 

People Management Responsibilities:

• Communicate information and event needs to frontline staff to ensure a successful event. 
• Observe staff to ensure policies and responsibilities are executed at all events. 
• Provide timely and meaningful performance feedback. 
• Empower frontline team members to consistently practice desired performance that enhances the guest's entertainment experience. 
• Communicate Guest Experience philosophy to all departments' employees and keeps management advised of guest experience issues and opportunities. 
• Communicate and cultivate safety and emergency management culture within department and company framework. 
• Follow all organizational labor guidelines, human resources policies and regulations, monitors for compliance.

Administrative Responsibilities:

• Assist with handling sensitive situations including injuries, incidents involving alcohol, and unruly guests.
• Respond to guest concerns via phone, e-mail, and letter or in person.
• Create after incident action reports as applicable.
• Create and distribute post event ticket information and event summaries.
• Will perform other duties as assigned.

Key Skills, Attributes, & Qualifications

• BS / BA or equivalent. 
• 2+ years of proven experience in the guest services/hospitality industry; 1 year of supervisory experience preferred. 
• Prior or demonstrated knowledge of MS Office and Adobe programs.
• Ability to effectively communicate in person, via email, instant message, or radio. 
• Prior or demonstrated ability to de-escalate and resolve situations. 
• Work cooperatively with staff in other departments and organizations. 
• Must be able to speak to large groups of people. 
• Must be able to articulate information in a clear manner. 
• Ability to be flexible, to coordinate and juggle numerous priorities and projects, and meet deadlines without sacrificing creative effectiveness. 
• Maintain acceptable attendance and punctuality. 
• Must be detail oriented. 
• Excellent ability to establish rapport with others and ability to build strong interpersonal relationships. 
• Exhibit good judgment and decision-making skills, as well as ability to manage your own time. 
• Ability to meet tight deadlines and work well under pressure. 
• Strong organizational skills, time management skills and attention to detail required. 
• This job will require the availability to work shifts outside of SSE's typical business hours. With advance notice, you may be scheduled to work evenings, weekends, and holidays. A successful Guest Service Coordinator will demonstrate a clear understanding that most of the events take place between the hours of 5:00 p.m. and 12:00 a.m., including work on holidays and weekends. 

Physical Requirements

• Ability to sit, stand and utilize a computer for extended periods of time
• Communicate via phone, email, and instant message with a variety of individuals
• Ability to bend at the waist, reach overhead and lift up to 15 lbs with or without accommodation
• Physically navigate stairs and catwalks at SSE facilities during normal work hours and events with or without accommodation
• Ability to work occasional extended hours including nights, weekends, holidays

What We Offer

• Competitive compensation (base salary and variable incentive plan)
• Complimentary or discounted sports and concert tickets
• Other League & partner discounts
• Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking
• An inclusive culture which values diversity of background and a passion to improve our SSE's commitment to change with impact on our community and industry
• Potential for flexible scheduling and telework opportunities

This position is not eligible for U.S. work authorization sponsorship.

Summary:  Born in 1991, Sharks Sports and Entertainment ("SSE") has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, the Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation.  Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California.  

We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us.  Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment. 

We live, work, and innovate by a set of Pioneering Principles:

T – Team success is more important than individual success E – Exceptional experience is non-negotiable in everything we do A – Appreciate others for their diversity and opinions  M – More risk leads to more rewards and expands our comfort zones

T – Trust that all teammates have the best intentions E – Empower all teammates to make informed decisions A – Always say what you really mean and do what you say L – Lead by showing the respect to others you expect from them

We strive to unite people through a shared love of ice sports, entertainment, and our hometown.  We are #TealTogether.

Our Commitment to Diversity, Inclusion & Belonging Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence.  Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process. 

Equal Opportunity Employer
Sharks Sports and Entertainment is an equal opportunity employer. We accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans' status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.

Notice to Recruiters and Agencies
SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE's HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement AND written assignment by SSE Human Resources, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.