Coordinator, Guest Experience
Seattle Mariners
Seattle, WAThis was removed by the employer on 3/28/2019 5:18:00 AM PST
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Full Time Job
Primary Objective: Responsible for the day-to-day execution of theorganization's Guest Experience programming and operations-ensuring exceptional experiences for guests are both consistently and professionally met during baseball and large non-baseball events.
Essential Functions:
• Work closely with the Sr. Coordinator, Manager and AssistantDirector of Guest Experience to define clear expectations for all Premium and Hospitality areas. Coordinate with Sr. Manager, Premium Experience to ensure consistency in service to all guests.
• Contribute to the development of creative Guest Experience programs and services that anticipate guests' and Team Members' needs; develop and maintain information sharing processes to ensure staff have access to the most up-to-date information to address questions from various audiences.
• Create and maintain relationships with all Premium accounts including Corporate Suite Package Partners, Premium Club Members and Group Hospitality clients.
• Provide input on Guest Experience policies and procedures.
• Lead with a positive attitude and demonstrate commitment to all Team Members. Manage and teach the operation while holding all Team Members accountable for delivering the Mariners Way to guests and to each other.
• Hire, train, evaluate performance, and foster the growth and development of all team members.
• Oversee staffing levels and manage staffing issues in coordination with Scheduling Coordinator.
• In coordination with Human Resources, contribute to the creation and delivery of all guest experience related trainings and development programs; provide input on all guest experience related communication materials to ensure accuracy and consistency in messaging.
• Work swiftly with Legal Department and Assistant Director, Guest Experience on issues and incidents involving legal liability and represent the Club's interests at all times while assisting guests.
• Act on Guest issues as they arise on game days to resolve them in a timely manner; escalate any urgent issues to the Sr. Coordinator, Guest Experience or the Assistant Director, Guest Experience.
• Properly and effectively resolve escalated guest service issues involving guests with diverse backgrounds, interests and concerns with utmost sensitivity, tact, diplomacy, and a global problem-solving emphasis.
• Participate in guest comment response program, as directed.
• Contribute to the development of creative programs and services that anticipate guests' and Team Members' needs; develop and maintain information sharing processes to ensure staff have access to the most up-to-date information to address questions from various audiences.
• Recommend and help implement improvements to T-Mobile Parkto enhance the guest experience in all areas.
• Handle comments assigned to Ballpark Operations in FanCareas directed.
Education and Experience:
• Bachelor's degree in hospitality management, public relations, business administration or related field required. Equivalent, relevant work experience may be considered in lieu of formal education if approved by management.
• Minimum of one (1) year of experience in large facility guest experience/operations, preferably in major league sports or entertainment.
• Experience in Premium Services preferred.
• Management experience preferred.
Competencies, Knowledge, Skills and Abilities (KSA's):
• Sensitivity and responsiveness to cultural, ethnic, age, and other groups, enabling one to better anticipate needs and desires of a wide range of guests.
• Must possess leadership agility, with the ability to recognize the complexity of business needs in today's environment, evolve as needed, and utilize talent to lead this transformation.
• A proven track record utilizing social/emotional intelligence, navigating a variety of social, emotional, and interpersonal situations to leverage the capabilities, insights, and ideas of all individuals.
• Exceptional problem solving skills; identifying, collecting, and analyzing relevant information to a problem and create multiple solutions.
• Strong decision-making ability, knowing when to make a unilateral decision and when to consult with the team or superiors, and how to involve them in the process. Incorporating strategic thinking; formulating objectives and priorities, and implementing plans consistent with short and long term interests. Capitalizing on opportunities and managing risks.
• Demonstrated accountability for results, with a solid ability to initiate and maintain actions to attain goals, regularly monitoring progress. Interpret and analyze data, programs, and policies, arriving at meaningful conclusions.
• Demonstrated ability to identify guest services strategies and translate them into tactical plans. Strong business acumen and project management skills are required.
• Must possess outstanding communication, leadership, and interpersonal skills. Must also be persuasive, self-motivated, and possess strong integrity and character. Will relate well to others inside and outside the organization. Communication skills must include being clear and organized; persuasive yet inclusive. Will represent the organization professionally and positively in the business community consistent with the values of the Club and ownership.
• Exemplifies a collaborative approach in dealing with management, team members, vendors, and customers. Is respectful of other people's contributions, and is tactful and sensitive.
• Possesses outstanding written communication skills, with a great attention to detail.
• Demonstrates exceptional organizational skills; plans and prioritizes and works with a sense of urgency.
• Acts in a manner that is fair and ethical, and always with integrity.
• Ability to exercise sound judgment in every decision. Must be fair and honest in dealing with employees, suppliers, and customers.
• Must possess proficient computer skills including MS Word, Excel, and Outlook.
Knowledge of or ability to learn MS Project and budgetary software programs.