Guest Experience Coordinator

Summary

ASM Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Guest Experience Coordinator at NRG Park in Houston, Texas.  NRG Park is in the fast lane for opportunity and excitement.  We are a one-of-a-kind premier facility with four major venues within one giant park.  NRG Center (one million+ sq. ft. Convention Center), NRG Stadium (home of the Houston Texans and The Houston Livestock Show & Rodeo), NRG Astrodome (“The” Astrodome), and NRG Arena.  We are seeking a unique Guest Experience Coordinator to join our Event Services team. The Guest Experience Coordinator, under direct supervision of the Guest Experience Manager, is responsible for thorough supervision, and coordination of direct personnel, subcontractors, and vendors. Responsible for providing positive solutions to any guest and/or staff challenges presented to them.  Also, acts as liaison between the facility and clients, ensuring all client’s requirements are met and facility rules, regulations and policies are adhered to.

Essential Duties and Responsibilities

Include the following:

• Assist Guest Experience Manager in interviewing, hiring, and training of Guest Experience staff.

• Assist with scheduling and supervision of part-time event staff and event receptionists as requested per event.

• Acts as the Guest Experience MOD for events as assigned.

• During assigned events the Guest Experience Coordinator will provide positive solutions to any guest and/or staff challenges presented to them.

• Respond to guest inquiries and customer service issues daily through both verbal and written communication.

• Maintain and order all necessary supplies and materials for the department.

• Respond to tour line inquiries within a reasonable amount of time. From these inquiries, schedule Guest Experience staff to execute these tours.

• Maintain accurate records of all Lost and Found items.  

• Respond to telephone and email communications related to Lost and Found items.

• Receive and screen telephone calls from guests and staff.

• May perform other duties as assigned.

Supervisory Responsibilities    

• Carries out supervisory responsibilities in accordance with all policies and applicable laws.

• Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrate a positive, customer service-oriented attitude always.

• Must be a creative problem solver who can identify solutions and address both employee and guest concerns efficiently and professionally while remaining calm under pressure.

• Passion for motivating and developing employees, as well as building relationships.

• Possess knowledge of the principles of facility management, building operations and basic safety skills. 

• Coordinate and satisfy the requirements of multiple events occurring simultaneously.

• Respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

• Engage in decisions related to crowd management in a prompt and decisive manner during crisis situations.

• Work independently, exercising judgment and initiative. 

• Work effectively under pressure and/or stringent schedule and produce accurate results.

• Maintain an effective working relationship with clients, employees, exhibitors, patrons, and others encountered in the course of employment.

• Good written, verbal and computer skills.

• Organize and prioritize work to meet deadlines.

• Follow oral and written instructions and communicate effectively with others in both oral and written form.

• Pleasant and helpful telephone demeanor when assisting guests, clients, and staff.

• Ability to work flexible hours based on events, including evenings, weekends, and holidays, as needed.

Education and/or Experience   

• Bachelor’s degree from an accredited four-year college or university.

• One (1) to two (2) years related experien