What are the responsibilities and job description for the Guest Experience Coordinator position at Richmond Flying Squirrels?
Job Summary
The Richmond Flying Squirrels are seeking a highly organized and proactive Guest Experience Coordinator to oversee scheduling, staffing, and workforce operations for the Guest Experience team at CarMax Park. This role assists in overseeing a staff of approximately 120 part-time employees, helping ensure every event is fully staffed, properly supported, and positioned to deliver an exceptional fan experience. They will also serve as a key point of contact for guest communications and staff-related issues, while providing coaching, performance feedback, and ensuring a high standard of service across all guest touchpoints.
The Richmond Flying Squirrels are seeking a highly organized and proactive Guest Experience Coordinator to oversee scheduling, staffing, and workforce operations for the Guest Experience team at CarMax Park. This role assists in overseeing a staff of approximately 120 part-time employees, helping ensure every event is fully staffed, properly supported, and positioned to deliver an exceptional fan experience. They will also serve as a key point of contact for guest communications and staff-related issues, while providing coaching, performance feedback, and ensuring a high standard of service across all guest touchpoints.
Key Responsibilities
- Build and manage staff schedules for games and special events, including real-time staff assignments, venue-wide coverage adjustments, and monitoring employee attendance, punctuality, and reliability trends.
- Align staffing levels with event type, attendance projections, and operational needs while proactively addressing coverage gaps.
- Assist in recruiting, interviewing, selecting, and onboarding Guest Experience staff to maintain a reliable, high-performing staffing roster.
- Serve as the primary point of contact for guest email communications, responding to feedback, questions, concerns, and service recovery matters in a professional and timely manner.
- Manage daily staffing adjustments, including schedule changes, call-outs, shift swaps, and coverage coordination.
- Serve as the primary Guest Experience point of contact in the absence of the Guest Experience Manager.
- Coordinate and support Guest Experience staff training initiatives while communicating, tracking, and ensuring completion of all organization-required trainings.
- Provide coaching, guidance, and timely performance feedback to staff while addressing attendance, availability, and workplace conduct concerns as needed.
- Facilitate clear and consistent communication between frontline staff and leadership teams.
- Exercise sound judgment in resolving operational, staffing, and guest service matters independently while appropriately escalating sensitive or complex issues to the Guest Experience Manager.
- Lead by example with strong communication, organization, and “Have FUNN” energy.
Qualifications
- Bachelor’s degree in Hospitality, Sports Management, Business, or related field preferred.
- Previous experience in guest experience, event operations, staffing, or venue management.
- Prior supervisory experience in a fast-paced sports, entertainment, or hospitality environment preferred.
- Strong leadership skills with experience coaching staff and addressing performance and attendance issues.
- Excellent communication skills with experience handling guest concerns and service recovery.
- Proven ability to manage scheduling, staffing logistics, and operational coverage in live event settings.
- Strong judgment with ability to resolve issues independently and escalate appropriately when needed.
- Highly organized with ability to manage multiple priorities in a deadline-driven environment.
- Proficiency with Microsoft Office and scheduling/workforce management systems preferred.
- Availability to work nights, weekends, and holidays as required by event schedule.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.