What are the responsibilities and job description for the Guest Strategy Coordinator position at Ilitch Sports Entertainment?
Amaze, Inspire, Unite
Job Summary:
Ilitch Sports Entertainment (IS E) is seeking a Guest Strategy Coordinator. This position supports the Guest Strategy department, specifically, to identify and recognize event colleagues who are providing extraordinary guest experiences across all six IS E Venues.
IS E fosters a culture of guest-centricity by providing the tools, training, processes and support to empower each colleague to consistently deliver exceptional guest service to drive profitable growth.
Key Responsibilities:
- Oversee all aspects of the colleague recognition program including the Guest Connect program while supporting the Guest Connect Ambassador program.
- Collect, track, and record full- and part-time colleague recognition given through post-event/game surveys, “Contact Us” forms, guest emails and phone calls.
- Compile and schedules disbursement of all recognition in coordination with departments across the organization and partner companies at all venues.
- Conduct research through scheduling system to identify colleagues receiving recognition.
- Assist with the implementation, execution and maintenance of a new digital recognition program. This includes coordination with multiple departments and leaders across the organization along with a new recognition partner.
- Schedule and work the Guest Connect prize wheel/table during events across all IS E venues.
- Has direct contact with guests and colleagues to collect feedback regarding guest service and the colleague recognition program.
- Create slides for the Colleague Connect TVs for all venues and coordinates with Guest Strategy Manager (Recognition) to ensure timely posting and updating.
- Assist Guest Strategy Manager with content for the Colleague Connect Portal.
- Document and escalate negative or unacceptable guest interactions.
- Assist with day-to-day and event needs of the Guest Strategy department while also providing support for the Operations Department across all venues.
- Performs other duties as assigned.
Required Knowledge, Skills and Abilities:
- A minimum of two (2) years of relevant experience interacting with guests in a guest service role.
- Any equivalent combination of experience and training, which provides the knowledge and abilities necessary to perform the work.
- Excels in performing tasks that are repetitive, and routine driven.
- Highly organized and detail oriented.
- Exceptional interpersonal and communication skills to unite, inspire, build, and maintain strong relationships with a diverse workforce.
- Strong customer service skills.
- Possess the highest integrity and ethical standards.
- Ability to work independently, be self-sufficient and work productively with minimal supervision.
- Demonstrated strategic thinking and planning skills, advanced analytical/problem solving and research skills.
- PC skills required. Proficient with Microsoft Office (Word, Excel, PowerPoint) and general office applications.
- Ability to think on your feet and pivot from a plan when needed.
- Ability to build rapport and collaborate with multiple departments and leaders, balancing everyone’s needs.
Required Knowledge, Skills and Abilities:
- Experience working in the sports and entertainment industry.
- Working knowledge of Smartsheet and Qualtrics.
Working Conditions:
- Indoor and outdoor venue environment and office environment.
- Position will need to work in various weather conditions.
- Irregular and extended hours including nights, weekends, and holidays.
- Must be able to lift 20 pounds and move with large bulking items.
- Exposure to moderate - high noise level.
- Frequent visual/auditory attention.
Disclaimer:
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Olympia Entertainment.
Olympia Entertainment is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.