Event Coordinator

This is a Full Time Job

POSITION SUMMARY:

The Guest Experience Coordinator is responsible for executing Event and Guest Experience Operations along with the ongoing support and sustainability of world-class training and recognition programs for the Rocket Arena Guest Services Team. This role involves managing guest relations, enhancing service quality, and collaborating with various departments to ensure a memorable experience for every guest. The position will act as a point of contact for ADA accommodation and guest feedback through both online feedback submissions and in-event Guest Relations Reports as well as sharing in-event responsibilities over the course of the year. The ideal candidate is passionate about hospitality and committed to exceeding guest expectations.

ESSENTIAL DUTIES & RESPONSIBILITIES:
• Demonstrate an exemplary service-oriented attitude along with the outstanding Guest Experience skills for all Rocket Arena team members.
• Collaborate with the Guest Experience Team to lead 250 part-time event-based Team Members.
• Serve as a primary point of contact for guest inquiries, requests and concerns.
• Collect and analyze guest and team member feedback to identify areas for improvement.
• Act as point of contact for ADA services, including following up on related feedback after events.
• Collaborate with key departments (e.g., security, arena operations, ticket operations, etc.) to ensure seamless preparation, communication, and execution of all events.
• Serve as on-site Event Coordinator for Guest Experience Engineers (frontline guest experience team members) during events, including Cavaliers games, Cleveland Monsters hockey, concerts, and other private and public events as scheduled.
• Support the Guest Experience and People and Culture teams with team member recognition programs and training for part time frontline Guest Experience Engineers.
• Assist with preparation of event information sheets for all events at Rocket Arena.
• Other duties as assigned

REQUIRED QUALIFICATIONS:
• Associate degree or higher.
• 2 years guest and event services experience with supervisory responsibilities preferred.
• High level of commitment to working all scheduled arena events, with the ability to work a flexible schedule including nights, weekends, holidays, and extended hours as needed.
• Experience in a high-volume, service driven environment. Experience in a sports and entertainment facility, or other hospitality-oriented business, such as theme parks, hotels or airlines, is preferred.
• Ability to confidently present to groups of all sizes, from fewer than 10 participants to audiences of 400 .
• Demonstrated ability to handle sensitive and confidential information and situations.
• Strong leadership, organization, and personnel care traits.
• Demonstrate the ability to be creative and seek proactive solutions to problems and situations before and/or after they arise with little supervision.
• Proficient in the operation of various PC applications including Microsoft Office, Microsoft Excell, Microsoft Teams, Salesforce, Zoom, etc.
• A highly developed attention to detail in producing accurate materials and reports
• Proven professional, tactful, and diplomatic communication style.
• Ability to fluently speak Spanish is a plus but not required.