Guest Experience Coordinator

We are seeking a highly motivated professional who will bring distinctive skills, sound judgment, and positive energy to our diverse team. As part of our PEOPLE-FIRST – C.R.O.W.N. culture, this individual will partner with organizational leaders to support team members, build meaningful relationships, recognize and reward Premier service accomplishments, and contribute to the effective execution of Hornets games and Spectrum Center events. The successful candidate will collaborate confidently across departments, facilitate change, and encourage team members to consistently deliver on our service promise. Through clear communication and a strong commitment to organizational values, this role will help teach and model HSE standards while supporting the continued development of the Guest Experience vision.

Hornets Values

• We operate with ​the highest level of integrity, driven by moral standards that guide us in everything we do.
• We communicate with full candor; openly, honestly, and respectfully with clarity.
• We work in the spirit of one team, committed to one vision, shared values, and an inclusive culture that ensures every person feels valued and respected.
• We hold ourselves accountable, and responsible to raise high levels of expectations of ourselves and our team.
• We compete at the highest levels and strive to be the best at everything we do
• We act with resilience and thrive in the face of challenges bringing others along with us.

Essential Duties and Responsibilities

• Plan, coordinate, and execute projects of varying scope, from initial concept through successful implementation.
• Collaborate with the Director and Managers of Guest Experience to maintain and strengthen service standards throughout Spectrum Center.
• Manage event-related responsibilities, including planning and preparation, to support operational readiness and compliance with HSE standards.
• Support VIP and HSE-themed experiences during concerts, special events, and Hornets games.
• Help develop and implement a best-in-class rewards and recognition strategy by coordinating cultural experiences and highlighting CROWNing moments.
• Partner with the team to manage departmental inventory and recurring orders, including swag, guest giveaways, supplies, and snacks.
• Support departmental communications, including event communication sheets, internal announcements, special-event messaging, and social media content.
• Work with Sr. Coordinator and uniform room team to lead and manage team member snack program.
• Participate in planning and executing monthly, quarterly, and annual Spectrum Center events for part-time team members in collaboration with organizational leaders.
• Collaborate with the Guest Experience Intern to manage fan engagement programs, including fan packs, special request forms, birthday bags, first-time kids’ programs, and Kids Club.
• Partner with the Sr. Coordinator to learn and support daily uniform room operations, including scheduling, dry-cleaning rotation, distribution, inventory management, and storage.
• Lead and support event-day setup involving ticket scanners, the sensory room, Premium wristband distribution, row stickers and magnets, the GE Booth, and related services.
• Partner with the Administrative team to support management of guest communication channels, identify recurring concerns, and develop timely, effective solutions.
• Perform other duties as assigned by the leadership team or affiliated Spectrum Center departments and colleagues.
• Perform other duties as required by the manager.

Required Skills, Experience, and Abilities

To perform the job successfully, you should demonstrate the following competencies:

• Degree from an accredited college or university preferred. 

• Two to four years of relevant operational experience required. 

• Excellent written and verbal communication skills, with the ability to present information clearly and concisely to leaders and frontline team members. 

• Dependability and a consistent commitment to achieving individual, departmental, and HSE objectives. 

• Adaptability and the ability to manage competing priorities in a changing work environment. 

• Ability to present information effectively and respond professionally to questions from managers, clients, customers, and the general public. 

• Strong problem-solving skills and the ability to provide timely solutions to guest and team member concerns. 

• Ability to maintain confidentiality, professionalism, and focus in all situations. 

• Interpersonal skills, and ability to interact effectively with all organizational levels and external contacts. 

• Self-awareness, active listening skills, and the ability to work effectively in a team environment. 

• Ability to plan, organize, prioritize, and manage work activities and time efficiently. 

• Strong technical skills, including proficiency with Microsoft Office, scheduling and payroll platforms such as ABI, UKG, and Workday and Canva / Power Point presentation software. 
• Scheduling flexibility and the ability to work extended hours, including nights, weekends, holidays, Hornets games, concerts, and other events. 

Additional Information

This is a full time benefit eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity.

HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All requests for medical or religious accommodations to perform the stated job duties will be considered.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.