DEPARTMENT: Guest Services Division REPORTS TO: Guest Services Manager DIRECT REPORTS: Guest Services Team Leaders and Event Day Team Members
SUMMARY: The Event Services Coordinator of BEST Crowd Management will assist with leading the guest services account operations at the University of Utah for Rice-Eccles Stadium and Jon M. Huntsman Arena. This position reports to the Guest Services Manager of BEST Crowd Management and works closely with several full-time members of the university auxiliary services team and athletics department to ensure the delivery of best in-class guest services for all events at the stadium and arena, including Utah football, basketball and volleyball games, concerts, and other major events. This person manages 200 guest services team members for university stadium and arena events. The Event Services Coordinator consistently exceeds expectations in providing positive energy and best in-class guest services for all team members, clients and guests visiting Rice-Eccles Stadium and Jon M. Huntsman Arena.
ESSENTIAL JOB FUNCTIONS: •Assigns work tasks to event team leaders and applicable line level staff and directs work throughout the event •Coordinate and conduct on-the-job training through development and improvement of standard operating procedures, which may include orientation to the post, review of orders, routine responsibilities and how to respond to emergency situations or specific client needs •Responds to minor incidents (internal or external to the client) that occur, ensuring appropriate action is taken, all reports are properly completed, and appropriate parties are notified in a timely manner •Identifies issues occurring at events and forward to the Guest Services Manager and/or Client (pending on location of incident) as appropriate. May be responsible for writing a report of the situation or assisting with an investigation as directed. •Responds to client or site emergencies as they arise, including ensuring appropriate communicate to the Guest Services Manager and/or Client pending on location. Responsible for maintaining positive client/guest services relationships through frequent team and client contact and support. •Serves as the direct supervisory contact for shift team leaders regarding performance, operations and department needs. Responsible for supervising, motivating, coaching and training. Additionally, responsible for evaluating the work performance of direct reports and making recommendations regarding assignments as required •Responsible for ensuring all Standard Operating Procedures and training information is being properly maintained and updated and all positions are properly maintained, cleaned and organized •Assists in the new hire onboarding process including but not limited to; orientations, data entry, employee relations, recruiting, compliance, etc. •May occasionally perform Guest Services Professional job duties on an as-needed basis •Performs other duties and responsibilities as requested or required
KNOWLEDGE AND SKILLS: •Ability to perform job tasks in an extremely professional manner in a customer service driven industry •Articulate and able to use good independent judgement and discretion with understanding the significance of notifying superiors and colleagues when appropriate •Excellent communication skills both oral and written; reading, writing and oral proficiency in the English language •Incumbent must be available to work outside normal shift schedule on an as-needed basis and must be accessible by phone 24/7 for emergency response •Adaptability – Responds effectively to changes in situation or information •Ability to pass a background check •Must possess as valid driver's license
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
This description defines the type of work being performed by a person assigned to this position. It is not a complete list of all duties and responsibilities required by the BEST Crowd Management.
About BEST Crowd Management
BEST Crowd Management, a GardaWorld Company provides a full array of event-staffing and crowd-management services for top venues and major events throughout North America. From professional sporting events (such as the MLB, NFL, NCAA and MLS), to political gatherings, concerts, conferences, conventions, collegiate events and other large affairs, we’re there to keep the energy going, while keeping everyone safe.