Coordinator, Guest Relations

The Opportunity

The Coordinator, Guest Relations is an integral part of the Guest Relations Team at the FedExForum. This position is responsible for coordinating and maintaining all Guest Relations programs for FedExForum and the Memphis Grizzlies. This position is responsible for managing a team of Guest Relations Supervisors and Team Members to ensure a safe, comfortable and excellent guest experience through planning, monitoring, delegating, controlling and managing many aspects of the Guest Relations department before, during and after events.  The Coordinator will serve as a culture builder with an emphasis on creating an authentic and meaningful relationship with the guest relations part-time staff. This position will ensure that a consistently high standard of guest relations is met at all times.

In This Role You Will

• Create, foster, and maintain the Company’s reputation for great service and reduce liabilities, by providing necessary training, feedback, support and guidance to the Guest Relations Supervisors and Team Members.
• Work closely with the leadership team to empower, lead, coach, mentor and discipline Guest Relations Team Members as needed.
• Assist with the assessment, interviewing and hiring selection processes for the Guest Services Department.
• Implement and lead pre-shift event meetings to include updates, recognize team members and deliver service expectations. Supervise and resolve all Guest Relations issues in a timely manner, conducting guest surveys, logging all complaints, compliments, and special requests.
• Manage the guest relations part-time supervisory team with a constant focus on leadership development.
• Assist with the accurate and timely scheduling of staff, ensuring all open position(s) are filled.
• Support onboarding and/or training coordination for new hires, including maintaining training records
• Assist with the documentation and updates of Guest Services SOPs and FAQs, as needed. 
• Maintain attendance records for all Guest Relations Employees using UltiPro (UKG) and other digital platforms as necessary.
• Develop, implement, and maintain a guest request/comment card process to have at each event.
• Maintain our FedExForum and Memphis Grizzlies Guest Relations Protocols/Web Info.
• Contribute to the development and implementation of the Guest Relations Business Plan.
• Assist with special events in accordance with the Guest Relations Business Plan.
• Maintain the FedExForum Tour program to include booking, staffing, and facilitating tours.
• Maintain all ADA requirements for the facility and keep all ADA related materials updated.
• Assist clients with game/event day meetings and requests.
• Assist in responding to Part time staff inquires and issues.
• Work with the Guest Services Director on special projects/tasks as assigned.
• Other related duties as required.

The Experience You Will Bring

• Bachelor’s Degree in Sales, Marketing or similar major;
• 1-3 years in a guest-services, event operations, or hospitality-related role;
• Excellent relationship-building and interpersonal skills, with the ability to interact comfortably and effectively with internal and external clients at all levels of an organization;
• Sound communication and presentation skills, with the confidence and ability to deliver persuasive presentations;
• Solid time management skills;
• Assertive, confident, persistent, and results-oriented approach to selling;
• A working knowledge of Microsoft Office Suite products;
• Must be able to work normal business hours in addition to evenings, weekends and holidays, as necessary.

Nice to Have:

• Knowledge of ADA compliance/regulations and Safety skills.
• Knowledge of and a passion for the sports and entertainment industry. 
• Incident Management System, ABI Scheduling System and UKG Time Management experience.

What We Offer

At the Memphis Grizzlies, we strive to support our team members through all stages of life with robust and attractive benefits, financial and wellness options and great perks.  In addition to offering a competitive salary, we have other great benefits and perks.

Keeping You Healthy

• Industry leading health coverage
• Short and Long-term disability
• Team Member and Dependent Life Insurance
• Group Voluntary Benefits
• Wellness programs through EAP and Headspace

Discounts and Perks

• Matching 401(k)
• Employee Assistance Program
• Tuition Reimbursement
• Team Store Discounts
• Happy Hours and other fun activities
• Qualified parking and game night meals
• NBA Sponsored Discount Programs
• Employee Referral Bonuses
• Employee Recognition Programs

Taking Time Off

• Generous Paid Time Off
• Holiday Pay
• Paid Parental Leave

Memphis Basketball LLC is an equal opportunity employer. We are committed to treating all applicants and team members fairly based on their abilities, achievements and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity or any other classification protected by law.

Applicant Safety: The Memphis Grizzlies have been made aware of bad actors using our company's name for fake employment opportunities using social media and instant messaging platforms. The Memphis Grizzlies will never require candidates to send or deposit money in exchange for, or as a condition of, an offer of employment. The Grizzlies will also never ask for any sensitive personal information such as social security numbers, dates of birth, or bank account details via email, social media or messaging platforms, or during interviews. If you are contacted by anyone claiming to represent the Memphis Grizzlies and cannot confirm they are with our company, please contact us with the details.