About the position
The Coordinator, Guest Services position at the Arizona Diamondbacks is primarily focused on supporting the day-to-day operations of the Guest Services and Guest Relations game day and suites staff, which includes approximately 400 part-time employees. This role is essential in providing superior customer service and enhancing the guest experience through excellent communication skills. The Coordinator will be responsible for establishing a well-trained and properly informed team, ensuring that all staff are equipped to handle guest inquiries and issues effectively. In addition to overseeing the daily operations, the Coordinator will assist with event logistics during games and events, which requires strong problem-solving skills and the ability to think quickly in high-pressure situations. The role involves close collaboration with the People & Culture (HR) department and the Guest Services Leadership team, particularly in the interviewing, hiring, and onboarding processes for game day staff. The Coordinator will also play a key role in developing and facilitating training programs for new hires and ongoing training for existing staff, both online and in-person. The Coordinator will manage the scheduling of small private events and oversee the stadium's lost and found program. They will prepare for upcoming events by monitoring attendance and staffing numbers, making necessary adjustments, and coordinating additional staffing as needed. Furthermore, the Coordinator will assist in developing and maintaining employee recognition programs and conduct annual evaluations for all Guest Services and Guest Relations staff, ensuring thorough communication and feedback. The role requires providing superior guest service through various communication channels and advising the Sr Director, Guest Services on any guest or employee issues, ensuring prompt resolution of problems within the department.
Responsibilities
- Assist in the day-to-day and event coordination of the Guest Services and Guest Relations game day staff.
- Work closely with People & Culture (HR) and Guest Services Leadership team in the interviewing, hiring, and onboarding process of game day staff.
- Develop and facilitate new hire and ongoing training for Guest Services and Guest Relations staff, including online and in-person training.
- Schedule small private events and oversee the stadium's lost and found program.
- Prepare for upcoming events by monitoring attendance and game day staffing numbers, adjusting as needed.
- Make phone calls to secure additional staffing as required.
- Develop, maintain, and enhance employee recognition programs.
- Conduct annual employee evaluations for all Guest Services and Guest Relations staff, maintaining thorough communication with staff.
- Provide superior guest service via written, phone, and face-to-face communication in response to guest-related issues and concerns within 24 hours.
- Advise the Sr Director, Guest Services of any guest or employee issues, offering suggestions for solutions and following up to ensure issues are addressed promptly.
- Assist with updating the Guest Services Procedural Manual annually.
- Perform other duties as assigned.
Requirements
- One year of guest service or event management experience preferred.
- A bachelor's degree is required.
- Proficient in computer skills, including knowledge in Excel, Word, Access, PowerPoint, Teams, and Forms.
- Proven employee management experience with game day staff.
- Ability to handle time-sensitive requests/changes in fast-paced, high-pressure situations.
- Strong decision-making skills and a professional, friendly, and outgoing personality.
Nice-to-haves
- Experience with developing, delivering, and implementing training policies and procedures.
- Experience with scheduling in large numbers.
- ABI scheduling software experience preferred.
Benefits
- Flexible schedule
