Guest Services Coordinator

San Francisco 49ers - Santa Clara, CA4.6

Overview -
This position reports to the Manager of Guest Services.

The Coordinator, acting under the general direction of the Manager, performs essential support duties for the Guest Services Team. In particular, the Coordinator oversees many of the Guest Services Team’s channels of communication. As such, the Coordinator must be a confident communicator. In this capacity, the Coordinator will represent the Stadium Operations Department to Guest Services Representatives (“GSRs”), guests and inter-departmentally within the San Francisco 49ers organization.

The primary responsibility of the Coordinator is to effectively communicate information that will put GSRs in the best possible position to consistently exceed the expectations of Levi’s Stadium guests.

Responsibilities -

Event Staff Communication:Facilitate communication with GSRs via current systems:
Playmaker email
Playmaker Newsletter
Playmaker telephone line
Assist in the revision and production of our Event Staff Handbook (“the Playbook”).
Write the “Playbook Update,” detailing the information particular to each major event.
Respond to emails and voicemails from GSRs.
Respond to GSR communication via the time & attendance system: ABI.
Administer event survey following each large scale event and end of season survey at conclusion of event season soliciting feedback on their work experience within the Guest Services department.
Perform quantitative and qualitative analysis of communication systems and recommend changes as necessary.
Administer the staff time-and-attendance software, coordinating the schedules of the GSR staff utilizing the scheduling policies.
Administer the GSR attendance policies.
Finalize hours-worked reports for each event and pay period.
Maintain all individual GSR profiles within the time-and-attendance system, including all information regarding: hiring, training, skills, certifications, and contact.
Coordinate pre-event set up for Ushering Supervisors.

Stadium Guest Communication:
Assist with responses to emails from the Levi’s Stadium Guest Services email account.

Event Staff Hiring and Training:
Assist with hiring sessions and job fairs conducted by the Guest Services Department
Assist with facilitating training programs for GSRs, as well as new hire training for all stadium event staff.

Under the general guidance of the Manager of Guest Services, supervise the work of GSRs to ensure that all Levi’s Stadium guests experience a consistently superior level service.
Provide management support to event staff supervisors during major events.
Serve as a Manager on Duty for select special events.

Education & Experience:
Minimum four year college degree or equivalent experience.
Outstanding communication skills, written and oral.
Must be a confident public speaker able to speak to large groups of people.
Experience in managing proprietary databases.
Ability to juggle numerous projects and tasks concurrently.
Must possess a positive and enthusiastic personality with a passion for his/her craft, an openness to learning, and a superior work ethic.
Working knowledge of programs such as PowerPoint, Excel, Word, Outlook.
Must be detail oriented.
Must be able to work weekends, evenings and holidays in addition to regular business hours.
Other Duties as Assigned
Please have writing samples available upon request – preferably examples of professional correspondences, announcements, or memoranda.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.