Coordinator, Guest Experience

Description

Summary:

Reporting to the Senior Manager, Guest Experience & Ballpark Tours, the Coordinator, is responsible for all necessary administrative activities required to manage a large part time staff including but not limited to recruiting, administering all necessary new hire paperwork and Human Resources paperwork, uniform distribution, issuing employee credentials, scheduling, time keeping and payroll processing. The Coordinator of Guest Experience also assists the Senior Manager of Guest Experience in scheduling event staff and supports the day-to-day operations at the ballpark.

The Nationals are a military-friendly organization actively recruiting veterans and spouses.

Essential Duties and Responsibilities:

Responsible for ensuring proper staffing levels through scheduling reviews.

Coordinate the collection, input, and documentation of all required employee information for part-time event staff.

Prepare and distribute regular incident updates to senior management making certain all other departments are made aware of any incident or fan feedback that affects their department.

Assist in scheduling and administrating secondary and non-game day events.

Act as Guest Experience Manager on Duty for non-game day events.

Responsible for reviewing the scheduling and payroll system for an event staff of over 400 employees.

Coordinate the recruiting and hiring of seasonal staff and work in partnership with senior management to facilitate staff training.

Draft, edit, and prepare Game Day Information Sheet for internal departmental communication.

Organize and implement administrative processes and systems related to premium lounge access & attendance.

Responsible for tracking the New Hire Onboarding process, ensuring all new hires are compliant with department training requirements.

Responsible, along with the Senior Manager of Guest Experience, for managing all facets of the reward and recognition programs for the department.

Assist the Senior Manager of Guest Experience with the overall development, sustainment and operation of the Ballpark Tours program.

Oversee Ballpark Lost & Found Program.

Responsible for providing high level of customer service to every guest.

Oversee and manage all purchasing for the department.

Assist in training and development of event staff prior to and during the season.

Promptly respond to all scheduling and payroll questions from event staff and forward suggestions, comments and complaints to management in order for issues to be addressed expeditiously.

Other duties as assigned.

Requirements:

Minimum Education and Experience Requirements

Bachelor’s degree or equivalent military experience.

2 years related experience with Customer Service skills in a public facility; such as a stadium, hospitality or entertainment venue.

Knowledge, Skills, and Abilities necessary to perform essential functions

Excellent communication skills.

Excellent organizational abilities to handle multiple tasks, establish priorities, and consistently meet deadlines.

Ability to travel around the ballpark during home games.

Strong ability to work independently and to manage competing priorities.

Knowledge of Microsoft Office.

Communicates changes effectively.

Sets expectations and goal driven.

Must be able to work flexible hours including evenings, weekends and holidays as needed.

Uphold Core Values: Integrity, Innovation, and Teamwork. These core values set the tone in everything we do, help us succeed on and off the field, make a difference in the community and provide the best guest experience in sports. It is important that the person in the position commits themselves to these core values so that we can constantly move forward in the same direction – Together.

Physical/Environmental Requirements

Working Conditions:

Office: Working conditions are normal for an office environment. Work may require occasional weekend and/or evening work.

Gameday: Job requires employee to function in a high activity and heavily crowded outdoor professional sports venue. May work at heights. Employee will be exposed to inclement weather of varying degrees. While performing the duties of this job, the employee is regularly required to stand for long periods of time, walk long distances, and climb up/down stairs. The employee is required to stoop, kneel, crouch, or sit and must lift and/or move up to 45 pounds.

Compensation:

The projected wage rate for this position is $18.30 - $24.50 per hour. Actual pay is based on several factors, including but not limited to the applicant’s: qualifications, skills, expertise, education/training, certifications, and other organization requirements. Starting salaries for new employees are frequently not at the top of the applicable salary range.

Benefits:

The Nationals offer a competitive and comprehensive benefits package that presently includes:

Paid vacation and sick leave, paid holidays throughout the year and a holiday break in December

Medical, dental, vision, life and AD&D insurance

Short- and long-term disability insurance

Flexible spending accounts

401(k) and pension plan

Access to complimentary tickets to Nationals home games

Employee discounts

Free onsite fitness center

Equal Opportunity Employer:

The Nationals are dedicated to offering equal employment and advancement opportunities to all individuals regardless of their race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, or any other protected characteristic under applicable law.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights ( notice from the Department of Labor.