Specialist-Guest Experience
Kansas City Royals
Kansas City, MOThis was removed by the employer on 3/19/2021 5:17:00 PM PST
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Full Time Job
Job Summary: Provides office and operational support to the Director of Guest Services. This position is paid hourly.
Accountabilities:
• Provide first point of contact to guest complaints, compliments and special requests via email and phone while providing outstanding customer service
• Review and respond to Gameday Experience Surveys
• Assist in the preparations and delivery of Guest Service training sessions to all Royals event staff associates and service providers
• Assist with guest experience aspects of the MLB Ballpark App, including chatbot and gameday information
• Assist in planning for improvements to ADA/ accessibility for guests with disabilities.
• Respond to lost & found inquiries and coordinate return of items to guests
• Assist with the coordination of 3rd party secret shopping process with the review and distribution of reports after each game and monthly reviews
• Coordinate, review, and log documentation of guest and employee feedback after each game as a continuous effort to improve the ballpark experience
• Assist with the event operations department needs such as ID badges, Incident Cards, etc.
• Provide gameday assistance to the Director of Guest Experience when needed
• Assist with the recognition/ rewards program for all Royals event staff employees and service providers
• Coordinate Special Occasion (birthday, anniversary, etc) list and certificate/gift deliveries for all home games
• Other duties as assigned.
Requirements:
• Bachelor's degree, or working towards one, preferably in Sports Management or Customer Service
• At least 1-2 years of customer service experience
• Proficient in Microsoft Office
• Ability to work independently, prioritize and handle multiple projects
• Able to work irregular hours including holidays, weekend, evenings, and game events
• Strong organizational and time management skills
• Possess a professional attitude that is customer service oriented
• Attention to detail
• Effective written, telephone, and verbal communication skills
EOE/M/F/D/V