Guest Experience Coordinator

Reporting to the Senior Manager, Guest Experience, the Guest Experience Coordinator is committed to delivering an exceptional experience for both our internal staff and external guests. Working closely with internal stakeholders, the Guest Experience Coordinator is responsible for providing exceptional customer service to all patrons of TD Place. The Guest Experience Coordinator will manage our Fan Info line, customer service reward program, and special guest experiences. They use analytics and feedback to discover trends and make recommendations on service enhancements. They have a strong customer service focus, a keen eye for detail, and are solutions-oriented thinkers.

**_ What you’ll do:_**
- Coordinate guest services and activities during events, including VIP experiences, seating arrangements, and special requests;
- Address guest concerns and emergencies swiftly and effectively, maintaining a calm and professional demeanor at all times;
- Gather guest feedback through surveys, direct interactions, and online reviews, and use insights to make recommendations and improve future guest experiences;
- Work closely with various departments such as facilities, sales, security, and hospitality to ensure seamless coordination of guest services;
- Maintains accurate records of guest interactions, incidents, and feedback;
- Prepares reports summarizing event operations and guest satisfaction metrics;
- Act as supervisor on event days, including all OSEG Teams, Tenants, and Lansdowne Live Events, responsible for preparing event day resources, staff and guest safety and delivering high-quality guest experiences;
- Recruit, onboard, schedule, and act as main point of contact for volunteers;
- Supervise the Guest Service Info Booths including processes and procedures, inventory, staff, and general maintenance;
- Administers customer service training program and staff rewards program;
- Recruits and organizes the part-time social committee for staff appreciation events in collaboration with the Assistant Manager, Guest Experience;
- Approving part-time staff timecards using ADP Software;
- Train and monitor staff in specialty areas such as Kids Zone and specialty groups;
- Other administrative and operational tasks as assigned.

**_ What’s needed:_**
- Completion of a post-secondary degree or diploma in a relevant field or acceptable combination of experience and equivalent skills required;
- 1-2 years of experience in customer service environment, preferably within a sports or entertainment venue;
- Experience working in an office environment;
- Strong communication skills with a variety of internal stakeholders and guests (both verbal and written);
- Strong organizational skills and high attention to detail required;
- Demonstrate qualities in problem solving, flexibility and ability to work well with and coordinate the work of others;
- Advanced computer skills including Teams, Word, Excel, PowerPoint and Outlook;
- Able to work well under pressure and maintain a strong work ethic and positive team attitude;
- Flexible ability to work weekdays, evenings, weekends and holidays (based on event calendar);
- Must be able to sit or stand for long periods of time, able to walk long distances, lift up to 60lbs, and climb stairs
- Bilingualism in English and French is required.

**_ What’s in it for you?_**

Located at Lansdowne Park, the TD Place is part of the Ottawa Sports and Entertainment Group (OSEG) of companies and is the largest and most varied sports and entertainment complex in the city. We operate the Ottawa REDBLACKs and Ottawa 67’s, and host live entertainment events and other professional sports tenants including the Ottawa Blackjacks, Atlético Ottawa, Ottawa Charge, and the Ottawa Rapid. OSEG and its related Foundation were founded on the vision of its partners - a vision to create year-round world-class guest experiences and give back to the Ottawa community.

Please note this role will require interacting with the public, including in crowded spaces. TD Place, as one of Canada's Safest Employers, is committed to providing a safe and enjoyable experience for all employees and guests. We encourage all of our employees to receive a full dose of available COVID-19 vaccinations and may require full vaccination in support of future health authority recommendations.