Guest Experience Coordinator

Job Locations US-WI-Milwaukee
ID
2022-1535
Category
Guest Services
Type
Regular Full-Time

Overview

Title: Guest Experience Coordinator

Class: Full-time, Salary, Exempt

Reports to: Vice President of Experience

Location: Fiserv Forum

 

As part of our commitment to health and safety, we are requiring that all full-time/part-time team members and new hires be fully vaccinated against COVID-19, subject to certain limited exceptions.

 

The Milwaukee Bucks are looking for talented people who embrace diversity, equity & inclusion in a workplace where everyone feels valued and inspired.

 

It all begins with outstanding talent, It all begins with YOU! #FearTheDeer 

 

What We Offer:

  • Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources 
  • 8 weeks of paid time off for parents to welcome newborns, adopted and foster children
  • Unlimited PTO
  • Professional Development through our internal learning & development program - Antler Academy
  • Employee Resource Groups
  • Milwaukee Bucks and NBA League Discounts
  • Qualified Parking and Phone Allowance

 

Summary:

The Guest Experience Coordinator will ensure the successful execution of critical functions and programs that enhance our Employee and Guest experience. These functions and programs include but are not limited to: Event and Staff-Related Responsibilities, Rewards & Recognition, Lost & Found, Secret Shopping, and the Fiserv Forum Tour Program.

Responsibilities

  • Event Staff Services
    • Effectively communicate with part-time Guest Experience Team Members to support department and organizational standards and expectations, goals and objectives, and policies and procedures
    • Motivate a large, diverse workforce by creating a positive working environment and culture where employees of all backgrounds are stimulated and inspired to do exceptional work
    • Work closely with part-time Guest Experience Supervisors to support their leadership and scale up the effectiveness of building management
    • Assist with facets of the department’s training programs (including document production, setup, and check-in)
  • Event Responsibilities
    • Act as backup department representative to Guest Experience Manager on Duty for large-scale events (Bucks basketball, Marquette Men’s Basketball, Concerts, Family Shows, other major events)
    • Set up of VIP Trophy Room for Bucks games
    • Assist in ensuring a seamless and memorable experience for our VIP clientele attending all events at Fiserv Forum. Responsibilities may include assistance with parking/entry/escorting/accessibility.
    • Provide support to part-time Guest Experience team members assigned to small, private events
  • Rewards & Recognition Program
    • Plan and complete public recognition opportunities for hard-working event team members
    • Manage inventory of all assets related to the program: rewards currency, feedback cards, prizes, and other items that incentivize excellent service
    • Maintenance of Employee Prize Room
    • Track the feedback received by managers/supervisors to ensure timely recognition of team members for exceptional work
    • Assist the Experience management team in the administration of the employee of the month and year programs
  • Lost & Found Program
    • Ensure clear, concise, and helpful messaging to advise Guests of the arena’s lost & found policies and procedures
    • Manage the item tracking software
    • Coordinate with Guests who have reported lost items
    • Arrange for the return of lost items via mail or in-person
  • Secret Shopper Program
    • Coordinate with the secret shopping service to provide detailed evaluations for all major arena events
    • Ensure that the secret shopping service responds in a timely manner
    • Review invoices and costs associated with the program
    • Maintain records of shop statistics and generate shopping reports for review by arena management
    • Administer rewards and recognition for successful evaluations
    • Working with Guest Experience management, administering coaching and counseling for substandard evaluations

 

Arena/Non-Event-Related Responsibilities

  • Tour Program Management
    • Maintaining the Public and Private Tour Schedules and Tour Guide Schedule
    • Answering tour-related inquires
    • Managing Tour Guides
    • Coordinate with other departments to ensure scheduled tours are completed in relation to building needs
    • Amplify tour marketing and promotion initiatives
    • Coordinate and complete all aspects of the group tour including internal date approval, invoices, tracking, and processing of all monies
    • Conduct public Arena tours as needed
  • Other duties as assigned

Qualifications

  • Bachelor’s degree or equivalent experience
  • Public assembly venue experience with knowledge of working with and/or supervising a large, frontline operations staff
  • Outstanding communication skills, both written and oral
  • Ability to juggle multiple projects and tasks concurrently
  • Ability to work remotely/virtually when required
  • Diligent and thorough
  • Work most major events on the arena calendar
  • Work weekends, evenings, and holidays in addition to regular business hours
  • Experience using robust databases
  • Maintain a positive and enthusiastic personality with a passion for work, a willingness to learn, and a superior work ethic
  • Working knowledge of the Microsoft Office suite

 

All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider people with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.

The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation. 

We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team.  We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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