What are the responsibilities and job description for the Coordinator, Premium Team Member Experience position at Tennessee Titans?
At the Tennessee Titans, we’re dedicated to a winning culture, making a meaningful impact in our community, and creating moments that bring people together. We pursue excellence in everything we do and foster a culture of accountability, teamwork, and relentless commitment because we are dedicated to being a part of something bigger than ourselves.
What you’ll be doing
The Tennessee Titans are looking for a polished, hospitality-driven coordinator to support staffing and service initiatives for the Premium Concierge team, helping cultivate an engaged, high-performing staff that delivers elevated, anticipatory service to premium guests at every event.
The Coordinator, Premium Team Member Experience supports the planning and operational execution of staffing and service initiatives for the Premium Concierge team. This role assists with recruiting logistics, scheduling, and event-day execution to cultivate an engaged, hospitality-driven, high-performing team.
Key Responsibilities:
- Track staffing attendance and feedback to drive continuous improvement in premium service delivery.
- Prepare and distribute event communications and schedules for concierge staff and supervisors.
- Ensure event-day readiness across all staffed locations, including stocked supply bins, current binders, and properly prepared concierge desks.
- Support team members during events by resolving guest concerns in real time and turning service challenges into positive experiences.
- Assist in delivering concierge-specific training focused on premium hospitality, anticipatory service, discretion, and relationship-building.
- Support full cycle recruitment by attending job fairs, screening candidates, coordinating interviews, and assisting with onboarding.
- Administer post-event staff surveys and analyze feedback trends to identify opportunities for operational and service improvements.
- Cultivate strong, professional relationships with the part-time workforce to foster belonging, engagement, and team culture.
- Facilitate post-event staff surveys and analyze feedback trends to identify opportunities for operational and service improvements.
What you’ll bring
Required Qualifications:
- High school diploma or equivalent
- 1-2 years of experience in hospitality, guest experience, or premium service environments; sports or entertainment venue experience is a plus
- Strong communication and interpersonal skills, with a polished professional presence
Preferred Qualifications:
- Bachelor’s degree in hospitality, business, sports management or related field
- Experience recruiting or managing part-time/seasonal staff
- Experience in a stadium, arena, or large-scale event environment
- Proficiency with applicant tracking systems or scheduling software
- Prior experience in recruiting, staffing coordination, hospitality, or event operations
- Ability to work in a fast-paced environment
Core Competencies:
- Customer Focus: Delivers premium, anticipatory hospitality and resolves guest concerns in real time, turning service challenges into positive experiences that reflect a discreet, relationship-driven concierge standard.
- Communication: Prepares and distributes clear event communications and schedules to concierge staff and supervisors; maintains a polished, professional presence when interacting with premium guests and staff.
- Coaching & Development: Assists in delivering concierge-specific training on premium hospitality, anticipatory service, discretion, and relationship-building to elevate team performance.
- Collaboration: Builds strong, professional relationships with the part-time concierge workforce to foster belonging and team culture; supports full-cycle recruitment alongside leadership to meet staffing needs.
- Accountability: Tracks staffing attendance and feedback, ensures event-day readiness (stocked supply bins, current binders, prepared desks), and follows through on post-event surveys and reporting.
- Adaptability: Adjusts to shifting event schedules and premium guest needs, working nights, weekends, holidays, and extended hours as required.
Physical Requirements and Working Conditions:
- Work Environment: Office/Field
- Physical Requirements: Ability to stand/walk for extended periods of time and lift/carry up to 25 lbs.
- Schedule: Flexibility to work non-traditional hours, including evenings, weekends, and holidays as needed