Guest Experience - Guest Experience Coordinator

About Orlando City and Orlando Pride:
With two major professional teams, Orlando City and Orlando Pride, the Orlando City Soccer Club (OCSC) has established itself as one of the preeminent Clubs in professional soccer.

Orlando City joined Major League Soccer (MLS) as the league's 21st franchise in November 2013, becoming the first MLS team in the Southeast. The Lions began league play in March 2015. In 2019, Orlando City re-launched Orlando City B (OCB) to bridge the gap between its successful youth development academy and the First Team.

The Orlando Pride, OCSC’s National Women’s Soccer League franchise, began play in 2016 – bringing professional women’s soccer to Orlando for the first time.

Orlando City and Orlando Pride play at Exploria Stadium, a 25,500-seat soccer-specific stadium built in 2017 and located in the heart of Downtown Orlando.

With a footprint across the central Florida region and a roster comprised of international and home-grown talent, Orlando City and Orlando Pride boasts global relevance through its assemblage of world-class athletes.

TITLE: Guest Experience Coordinator
DEPARTMENT: Marketing
REPORTS TO: Director of Guest Experience
FLSA: Hourly; Non-Exempt

WHAT SETS YOU APART
The Guest Experience Coordinator will help support a program that fosters the ultimate fan experience for all Exploria Stadium guests. Factors that contribute to the success of this role are: providing unmatched customer service, coordinating with Exploria Stadium partners to ensure that service is consistent in all guest interactions, problem solving, exceeding expectations, and participating in training and supervising the Guest Experience team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide the highest level of service and support based on the established expectations for the Guest Experience team.
• Resolve Guest related issues in an appropriate manner, track service issues to identify trends and service improvement opportunities.
• Join Exploria Stadium leaders as a member of the Gold Standard Service committee, to provide insight into Exploria Stadium culture development and support coordinating staff appreciation events.
• Manage stadium lost and found inventory, process and communication. Facilitate communication with guests to reunite missing items.
• Assist in developing and implementing training efforts with Exploria Stadium partners.
• Manage inbound and outbound calls, emails and in-person meetings related to Guest suggestions and complaints on a daily basis.
• Support the Director of Guest Experience in overseeing 70 game day staff (Fan Ambassadors) through scheduling, communication, game day supervision and payroll.
• Manage and develop stadium tools and resources: Nametags, team member playbook.
• Responsible for managing and stocking Guest Experience and Gold Standard inventory: rewards and recognition tools, guest service booth resources – sensory kits, game day buttons, etc.
• Manage game day wristband inventory. Distribute wristbands for all major events.
• Facilitate escorting and tours of Exploria Stadium for partners, VIPS, new hires and guests.
• Supports Guest Relations and Events department at various events (major and small) with duties including and not limited to:
• Serving as GEOD (Guest Experience on Duty), Greeting/welcoming guests, overseeing event operations, Create match-day notes for all Exploria Stadium staff, generate details by communication with leaders across the organization, oversee Fan Ambassadors.
• Call and email fans to provide personalized and genuine responses based on game day experience and non-game day related.
• Other duties as assigned.

QUALIFICATIONS
It’s never just a job at Orlando City SC. It’s a way of life. We live and breathe soccer. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualifications:

• Minimum 1 year of Guest Experience. Experience in sports and entertainment or hospitality industry preferred.
• Bachelor’s Degree required or equivalent experience.

QUALIFICATIONS CONTINUED:

• A fan-first, customer-centric individual who works vigorously to prioritize the guest and fellow teammate’s needs.
• Demonstrated ability to seek proactive solutions to problems and situations before and/or after they arise with little or no supervision.
• Excellent communication skills including written, verbal and in-person training skills to include public speaking.
• Ability to work flexible hours at all Orlando City and Orlando Pride home games, Exploria Stadium events, including evenings, weekends and holidays.
• Ability to lead large, diverse teams of front-line employees and experience training leaders.
• Positive attitude and intrinsic desire to provide excellent service to all guests and teammates.
• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization.
• Proficient in Microsoft Office along with other applicable technology applications.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.