San Jose Arena Management
  • 01-Oct-2021 to 31-Oct-2021 (PST)
  • Guest Experience
  • San Jose, CA, USA
  • $18.20
  • Hourly
  • Part Time

TITLE: Guest Experience Coordinator

POSITION TYPE: Part Time, Non-Exempt

COMPANY: Sharks Sports and Entertainment, LLC

LOCATION: SAP Center at San Jose

REPORTS TO: Director, Guest Experience


Summary:


Team Teal

Born in 1991 by emerging through a shark's mouth, Team Teal has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, three Sharks Ice facilities, and the non-profit Sharks Foundation. Additionally, we plan on growing our organization through expansion in the Bay Area and surrounding communities in Northern California.


We work and play in Silicon Valley, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.


We live, work, and innovate by a set of Pioneering Principles:


T – Team success is more important than individual success

E – Exceptional experience is non-negotiable in everything we do

A – Appreciate others for their diversity and opinions

M – More risk leads to more rewards and expands our comfort zones


T – Trust that all teammates have the best intentions

E – Empower all teammates to make informed decisions

A – Always say what you really mean and do what you say

L – Lead by showing the respect to others you expect from them


We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are Teal Together; we are Team Teal.


Position Overview:

The Guest Event Coordinator, acting under the general direction of the Director, Guest Experience performs essential support duties for the Guest Experience Department. The Guest Experience Coordinator represents the Guest Experience Department with guests and inter-departmentally within SAP Center. The impetus of the Guest Experience Coordinator is to put SAP Center at San Jose in the best possible position to deliver memorable moments for its guests.



Essential Duties and Responsibilities:

  • Lead with a positive attitude and demonstrate commitment to all Team Members and guests.
  • Ensures each event is prepared and set effectively.
  • Collaborate with department management and other stakeholders to achieve goals.
  • Resolves concerns quickly to a positive outcome.
  • Attend the weekly Operations Managers meeting as applicable.
  • Ensure that all event needs are organized, communicated and fulfilled in a timely manner.
  • Create and distribute Fact Sheets and event concessions maps to appropriate managers and event staff.
  • Create and update Ushering Supervisor Event Notes.
  • Prior to an event, ensure the arena is adequately set for the event by walking all levels of the arena prior to doors opening for the event.
  • Ensure all necessary signage and credentials are in place, potential safety hazards are identified and resolved and coordinate with other building departments to honor requests that are made for other supplies (ex: sign holders for promotion tables on the Concourse).
  • Supply and prepare the information desks prior to each event.
  • During the event, assist team members with resolving guest issues and support Supervisors in ensuring their area of supervision is operating efficiently.
  • Coordinate Wheelchair Accessible accommodations for guests.
  • Coordinate special accommodations for guests designated by the Guest Service Department.
  • Assist as necessary during events, such as scanning tickets, escorting guests, etc.
  • Assist as necessary with the coordination of VIP Parties hosted by the promoter during events.
  • Assist as necessary with the coordination and support of guest relocations during events.
  • Develop the cost estimate for the Guest Service Department's expenses for each event.
  • During and Post-Event, respond to and resolve guest inquiries and/or complaints in conjunction with the Director, Guest Experience and the Ushering and Emergency Medical Manager.
  • Evaluate with the Ticketing Department the availability of CEEPS for each event and distribute those available to the Uniform Room for distribution.

People Management Responsibilities:

  • Communicate information and event needs to frontline staff to ensure a successful event.
  • Observe staff to ensure policies and responsibilities are executed at all events.
  • Provide timely and meaningful performance feedback.
  • Empower frontline team members to consistently practice desired performance that enhances the guest's entertainment experience.
  • Communicate Guest Experience philosophy to all departments' employees and keeps management advised of guest experience issues and opportunities.
  • Communicate and cultivate safety and emergency management culture within department and company framework.
  • Follow all organizational labor guidelines, human resources policies and regulations, monitors for compliance.

Administrative Responsibilities:

  • Assist with handling sensitive situations including injuries, incidents involving alcohol, and unruly guests.
  • Respond to guest concerns via phone, e-mail, and letter or in person.
  • Create after incident action reports as applicable.
  • Create and distribute post event ticket information and event summaries.
  • Will perform other duties as assigned.

Key Skills & Attributes:

  • Develop and maintain excellent guest/employee service via creative problem solving/communication skills (written and oral).
  • Interpersonal communication including high level problem-solving and quick turnaround decision-making in demanding situations.
  • Meets deadlines without sacrificing creative effectiveness.
  • Maintain acceptable attendance and punctuality.
  • Must be detail oriented.

Qualifications:


  • At this time, all SSE employees must be fully vaccinated against COVID-19 prior to working onsite at any SSE facility, unless the individual is able to telework or is otherwise eligible for an exemption in accordance with applicable law. If on-site services are to be performed, SSE will require you to certify your vaccination status as part of the onboarding process.
  • Excellent ability to establish rapport with others and ability to build strong interpersonal relationships.
  • It is imperative that you can work independently without supervision, be self-directed and demonstrate initiative.
  • Exhibit good judgment and decision-making skills, as well as ability to manage your own time and implement your own schedule.
    • Ability to meet tight deadlines and work well under pressure.
    • Strong organizational skills, time management skills and attention to detail required.
  • Please note that this is a job that frequently operates outside of SAP Center's core working hours. This is an event-based position. Weekly hours are not guaranteed and are based on an event needs basis.
  • This job will require availability to stand, climb stairs and lift up to 50 lbs. on a regular basis during a work shift.



What We Offer:

  • Competitive starting wage of $18.20 per hour.

  • Central office location in downtown San Jose, at the heart of Silicon Valley; extremely convenient access to CalTrain, VTA, and major freeways.

  • Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our Please let us know if you require accommodations during the interview process.
San Jose Arena Management
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