Coordinator, Guest Experience

19 hours ago

Hamilton, Canada Hamilton Tiger-Cats Football Club Full time

**Coordinator, Guest Experience**

Coordinator, Guest Experience

OVERALL RESPONSIBILITIES

The Hamilton Tiger-Cats and Forge FC Guest Experience Department strives to offer world class guest experience, creating memorable moments that ignite a lifelong passion for live events. The Coordinator, Guest Experience will play a key role in executing and improving departmental programs to ensure all guests at Tim Hortons Field receive the best possible customer service. The Coordinator, Guest Experience will also build and lead a team of over 150 event staff, fostering a culture of service excellence.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Interview and hire the Guest Experience Team (GE Team), comprised of over 150+ ushers, gate staff, guest services staff, and supervisors
- Update the GE Team training program and present to staff
- Schedule and manage the GE Team at all Tiger-Cats and Forge FC home games and special events
- Oversee the staff reward program
- Assist with fan recovery and customer service solutions on event days
- Implement/adapt policies and procedures to ensure the highest level of service at Tim Hortons Field
- Identify and implement opportunities for new guest experience initiatives
- Additional responsibilities as assigned by the Department Lead

QUALIFICATIONS (KNOWLEDGE, SKILLS, ABILITIES, EXPERIENCE)

Job Specific Skills and Abilities:

- Must be a great communicator
- Strong organizational and time management skills
- Has the ability to create, develop and nurture relationships
- Is positive, outgoing and enjoys customer service
- Ability to multi-task, problem-solve, and work under pressure in a fast-paced environment
- EDUCATION AND EXPERIENCE:
- Minimum 1-2 years applied customer service experience
- Post-secondary degree/diploma in marketing, business, sports administration, or other related disciplines is an asset

OTHER CONSIDERATIONS
- Will be required to work all home games, as well as weekends and evenings when necessary

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