Guest Experience Coordinator

Job Summary:
The Guest Experience Coordinator performs administrative functions to ensure operational success at Amerant Bank Arena and FTL War Memorial for all events. The coordinator will create, develop, and supervise the Guest Experience staff and is responsible for delivering exceptional guest service at all events held at these venues.

Essential Duties and Responsibilities:

• Coordinate Guest Services operations in conjunction with the Guest Experience Manager.
• Assist with the scheduling and deployment of event staff, including event supervisors, ushers, ticket takers, and guest services representatives, both internal and 3rd-party staff.
• Interact with the public in areas of customer service, problem-solving, and managing conflicts under time constraints.
• Ability to work independently and within a team.
• Act as Guest Experience MOD (Manager on Duty) for assigned events.
• Coordinate special function scheduling, planning, and execution alongside the Special Events Manager.
• Develop, update, and distribute Guest Services employee policies.
• Provide support to Event Services staff in resolving event-day guest issues and complaints.
• Manage equipment and uniform inventories for the Guest Experience department.
• Work closely with the Guest Experience Manager to develop and conduct continuous on-the-job training for all employees.
• Collaborate with various departments within the organization to prepare and execute events.
• Assist with administrative tasks like preparing and distributing event documents, redeployment information, and staff briefings.
• Oversee scheduling and payroll duties for all part-time department staff, including communication through phone, email, and in-person interactions.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree from an accredited four-year college or university, preferably in Hospitality Management, Tourism Management, Entertainment Management, or Business Management.
• A minimum of 2 years of direct customer service experience; 2 years of experience in a professional environment and/or training, or an equivalent combination of education and experience.
• Excellent communication skills with experience in addressing medium to large groups and the general public.
• Comfortable communicating with people via email, phone, and in person.
• Passion for motivating and developing employees, as well as building relationships.
• Ability to work effectively under pressure and meet strict deadlines while producing accurate results.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or employees.
• Working knowledge of Microsoft Office, Excel, and ABI Scheduling System.
• Bilingual preferred.

Position Type/Expected Hours of Work:
This is an exempt (salary) position. Must be able to work flexible hours, including nights, weekends, and holidays, as needed.