Coordinator, Guest Experience & Event Staffing

Do you want to work for a Championship organization? We have the job for you! The Miami HEAT Arena division is seeking a Coordinator, Guest Experience & Event Staffing! The Event Staffing Coordinator’s primary responsibility is to provide outstanding customer service, effective crowd management, and exemplify high standards and quality service that adhere to Kaseya Center's Elevate Service Standards. This role will report directly to the Sr. Director of Guest Experience & Event Staffing, and partner with both the Event Staffing & Guest Experience Managers. The Event Staffing Coordinator has a passion for delivering world-class guest experiences, and a candid desire to interact with people from all backgrounds and collaborate well with team members and others. The highly motivated and organized Coordinator to support the department with scheduling, payroll, and day-to-day team member correspondence, assist with event preparation and reports and projects as assigned, and act MOD for Kaseya Center events. To work in facilities and events with responsibilities including interviewing, hiring, training, scheduling, and supervising the Guest Experience team. Work with the Guest Experience leadership team to update and proactively maintain the event staff database and assist in solving matters that impact the service, efficiency, and productivity of our event staff.

Essential Duties And Responsibilities

ESSENTIAL FUNCTIONS: The following are examples of the various functions required. The job requirements are not limited to the items on this list.

• Work with the Sr. Director of Guest Experience, Event Staffing Manager, and Guest Experience Manager to develop and maintain a strong Guest Experience department plan that includes goals, objectives, policies, and procedures to develop a quality service culture.
• Partner with the Guest Experience leadership team with interviewing, hiring, and training over 350+ Guest Experience Event Staff.
• Responsible for participating and scheduling staff for orientations, training, and events crafted to reinforce the organization's ELEVATE philosophy for the Guest Experience team.
• The position has the authority to hire and make recommendations for disciplinary action and termination of employment. All recommendations to be reviewed with Sr. Director of Event Staffing and Guest Experience. `
• Prepare and update gameday and event paperwork to include information sheets, deployments, and ADA requests.
• Support the Managers to update and proactively maintain the event staff database, as needed including attendance tracking, comments, and end-of-year bonus evaluation criteria and notes.
• Prepare and update events for Command Base on the 24/7 platform for upcoming events.
• Prepare and distribute various event reports including command base log and post-event notes.
• Prepare monthly staffing job orders for large events for Event Staffing & Guest Experience Managers.
• Support our Guest Experience rewards and recognition initiatives including staff nominees and supervising Elevate All-Star submissions, managing & recognizing staff birthdays & anniversaries, assisting with the battle of deployments initiative, and engaging with the guest experience event staff team.
• Serve as a Manager on Duty (MOD) during events and HEAT games, coordinating Guest Experience and/or Event Staffing, as scheduled by the Sr. Director. Supervise front-of-house functions including mentoring, training, and coaching the Guest Experience Team which includes Guest Experience Reps, Event Staff Greeters, and Coaches & Captains. Conduct pre-event briefings with event staff, especially Coaches and other key support staff, and reinforce Elevate messages and R&R.
• Exercise discretion and independent judgment to resolve customer service issues and problems by communicating with the appropriate department and team members, including our Prime-Time Staff.
• Receive and handle guest complaints appropriately, reporting the complaint to the appropriate department and Sr. Director, Event Staffing & Guest Experience.
• Receive and handle employee complaints appropriately, reporting the complaint to the Sr. Director of Guest Experience & Event Staffing to liaison with human resources, as required by company policy.
• Work with Guest Experience to learn the nuances of customer service and apply that knowledge to provide outstanding customer service to all guests and internal team members.
• Assist with submitting staffing P&Ls for the Guest Experience team when vital. Understand event budget staffing job orders to ensure we remain fiscally responsible.
• To maintain emergency preparedness, the Guest Experience Manager must have a solid understanding of all applicable safety regulations and security procedures for the Arena.
• Establish a positive working relationship with fellow employees, vendors, event staff, and guests.
• Other duties and projects as assigned.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Strong teamwork, communication, and leadership skills.
• Ability to interact effectively, professionally, and maturely with clients and peers at all levels within an organization and throughout the community.
• Knowledge & interest in sports, musical, and entertainment genres.
• Can adhere to strict deadlines and a fast-moving environment.
• Ability to manage cross-functional teams and build relationships.
• General knowledge of local public assembly and fire codes.
• General knowledge of fire evacuation procedures/drills and other contingency measures.
• Ability to engage and develop collaborative relationships and influence within a team and across functions, even without a direct reporting relationship.
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group.
• Comfortable with managing conflict and responding to customer problems (internal & external) with a sense of urgency.
• Demonstrated experience coaching, mentoring, and developing staff to perform at high levels.
• Excellent verbal & written communication, organizational, and time management skills.
• Possess outstanding attention to detail and strong follow-up skills.
• Demonstrates integrity, tact, diplomacy, and a dedication to what we value, and principles while ensuring the utmost consistency.
• Must be able to work a flexible schedule inclusive of weekends, nights, and holidays.
• Fluent in Spanish and English a plus.
  
  

Education And/or Experience

• Bachelor’s degree (B.A.) from a four-year College or University; or one to three years of experience and/or training in hospitality, event planning, and coordination. Proficient in Microsoft Office programs.
• Understanding of event operations, guest services, and hospitality operations is required.
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP.