Guest Experience Coordinator

Position Details

Position Information

Announcement Number STAFF - VA - 26352 For questions regarding this position, please contact:

Search Support at auxjobs@montana.edu or 406-994-6468

Classification Title Events/Promo Coord II Working Title Guest Experience Coordinator Brief Position Overview

The Guest Experience Coordinator focuses on managing the Guest Services Team and their related activities.

Position Number 4N1133 Department Brick Breeden Fieldhouse Division Auxiliary Services Appointment Type Classified Contract Term Fiscal Year Semester If other, specify From date If other, specify End date FLSA Non-Exempt Union Affiliation FOCUS-MFPE FTE 1.0 Benefits Eligible Eligible Salary $24.00 per hour, commensurate with experience, education, and qualifications Contract Type Classified Hourly If other, please specify Recruitment Type Open

Position Details

General Statement

Sports Facilities is responsible for the management of all athletic/sports facilities at Montana State University including the 8,000 seat Brick Breeden Fieldhouse, the 20,000 seat Bobcat Stadium, Shroyer Gymnasium, the Bobcat Tennis Center, 7th & Kagy fields, and the outdoor track. These facilities are multi-purpose and meet the varied needs of the campus and the community. The department provides services for Athletics, Campus Recreation, and Health and Human Development, as well as hosting many events/concerts that come to campus.

Duties and Responsibilities

Sports Facilities hosts a wide breadth of events ranging from MSU Athletics to MSU departments to high profile community events and concerts. Reporting to the Event Manager, the Guest Experience Coordinator manages the Guest Services Team and their related activities. Assists the Event Manager in making the front of house guest experience a success.

• Oversees and manages the activities of the front of house and the Guest Services Team.
• Focuses on maintaining and supervising a crew of up to 75 temporary team members (student and short term workers).
• Actively recruits and hires team members throughout the year.
• Ensures a robust on-boarding and training program is in place for both individuals and groups.
• Maintains staff schedules per event and reacts immediately to changes as they happen. Ensures back up staffing plans are in place in order to execute events.
• Regularly evaluates team member performance and offers appropriate training and/or feedback.
• Communicates event details to staff and conducts event briefings day of event.
• Manages guest services labor tracking and submits all guest services staffing for billing.
• Performs duties related to guest services uniform management. Maintains compliance with purchasing guidelines and departmental policies.
• Maintains team radio equipment and reports up any equipment replacement needs.
• Schedules staff to serve as alcohol monitors for events on campus.
• Works all home football games.
• Contracts with campus clubs and outside groups for event labor. Collaborates with the Accounting Analyst on payments.
• Performs a variety of payroll duties for the department from new hire paperwork to bi-weekly payroll approvals.
• Promotes a “customer first” agenda. Proficient at communicating with clients and guests to make sure their needs are met and the event goes smoothly. Ensures staff is trained to provide excellent service to clients and guests.
• Acts as an event coordinator for small events.
• Manages the Sports Facilities’ lost and found.
• Supports the event manager to ensure all front of house activities are aligned to successfully execute events (pre-event to post-event).
• Serves as primary trainer for First Aid, CPR and AED for Event Services Division.
• May assist team with set-up and tear-downs of event equipment and furniture (stacking chairs, folding tables, setting up portable stages, basketball floor, AV equipment, bike racks, etc).
• Cross trained with the event coordinator to cover the front office.
• May act as a backup for the event manager during absences.
• Actively contributes to the team by performing other duties as needed in support of the department’s mission.
  

This is a 40hour/week position which is scheduled depending on events. This is not a Monday-Friday static schedule. Work days and start times will flex and vary throughout the year. The schedule will be finalized 3-4 weeks in advance and published.

Required Qualifications – Experience, Education, Knowledge & Skills

• Bachelor’s Degree in a related field plus progressively responsible experience working in front of house customer service dealing effectively and diplomatically with a variety of people or an equivalent combination of education and experience.
• Experience supervising staff composed of various types such as temporary, permanent, and volunteer team members.
• Proficient experience using computers and various software packages
  
  

Preferred Qualifications – Experience, Education, Knowledge & Skills

• Guest services experience.
• Experience scheduling staff.
• Experience recruiting, hiring and training a high volume of staff in a short time period.
  
  

The Successful Candidate Will

• Exude enthusiasm, maintain composure under pressure, and have a high level of integrity and customer orientation while interacting with a wide range of individuals.
• Excellent written and verbal communication skills.
• Self-motivated while adapting to frequently changing priorities.
• Organize and prioritize multiple work assignments in order to deadlines.
• Sensitive to the needs of clients/guests and have an extensive knowledge of customer service.
• Possess solid problem solving skills.
• Effective interpersonal skills with the ability to motivate employees to perform at and sustain a high level of quality.
• Exercise good judgment and make consistent decisions.
• Knowledgeable about and can communicate federal and state laws pertaining to public safety and the Americans with Disabilities Act.
• Represent Sports Facilities and MSU in a positive, professional courteous manner.
  
  

Position Special Requirements/Additional Information

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

• Will work evenings, weekends, long hours, consecutive days during busy periods, and occasional holidays as the school and event schedule demands.
• Will work all home football games.
• Be a certified trainer or become a certified trainer in 1st Aid, CPR and AED in participation with MSU Safety & Risk within 6 months of hire.
• Will work outside and in inclement weather.
  
  

This is a 40hour/week position which is scheduled depending on events. This is not a Monday-Friday static schedule. Work days and start times will flex and vary throughout the year. The schedule will be finalized 3-4 weeks in advance and published.

Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

• Normal office, stadium, arena and other athletic venue environments.
• Move about or be stationary for long periods of time.
• Work for long periods of time at a computer or on the telephone.
• Regularly move and place items up to 10 lbs and occasionally up to 30 lbs of various shapes and sizes.
• Occasionally shovel snow
  
  

This position has supervisory duties? Yes

Posting Detail Information

Number Of Vacancies 1 Desired Start Date Upon Completion Of a Successful Search. Position End Date (if Temporary) Open Date Close Date Applications Will Be

Screening of applications will begin on April 16th, 2026; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions

This position is not eligible for new sponsorship.

Please address the qualifications in your cover letter and resume.

Questions? Contact: Search Support at auxjobs@montana.edu or 406-994-6468.

EEO Statement

Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law.

In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference, please complete the veteran’s preference information located in the Demographics section of your profile.

Applicant Documents

Required Documents

• Resume
• Cover Letter
  
  

Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).