POSITION OVERVIEW:The part time, event-based Guest Services Coordinator is responsible for providing excellent guest service in all public areas of the Prudential Center. This person is responsible for assisting with all functions of the Guest Services department including team member supervision, event operations, guest resolutions, and incident management. This person must have experience working with large volumes of employees, guests, facility tenants and season ticket members. This person must work closely with our Coordinators and Supervisors.RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO THE BELOW:Event Operations and Event Execution Must be able to assist Coordinators with the following:
Pre-event set up and walk through process including but not limited to entrance set up, ingress/egress distribution, floor set, escalator/elevator operation, etc.
Creating and deploying proper signage per event requests
Serve as event lead for smaller events and be responsible for gathering all event details, preparing event notes, ensuring adequate staffing, execution of event and follow up.
Serve as event support as assigned and be responsible for monitoring team members, assisting with the execution of event plan, and resolving Guest issues as needed.
Communicate with Guest Services team to resolve issues.
Review and recommend updates to day-to-day operational policies and procedures.
Assist with all VIP services and premium areas pertaining to the department’s functions.
Meet with Event Managers and clients to assist with planning events at Prudential Center
Build and maintain an effective working relationship with all vendors for Prudential Center to ensure quality customer service and presentation quality.
Work with Guest Services team in managing large crowds under constantly changing event environments. Monitor safety of Guests during ingress, during the event, and egress
Talks with, listens to, or signals others to effectively exchange information; receives or gives direction and effectively works as part of a team by responding to assistance requests throughout the facility.
Assist with the organization, maintenance, and inventory of all equipment and uniforms.
Monitor assigned areas and surrounding areas to identify issues, report and notify appropriate personnel, and ensure compliance with arena policies, cleanliness, and safety.
Ensure that assigned area is operated according to directives given, event notes, and event needs.
QUALIFICATIONS/SKILLS:
Communicate effectively, both in writing and verbally
Work well with others, assist teammates, and perform and complete a variety of duties, often changing from one task to another, without the loss of efficiency or composure within Guest Services guidelines.
As necessary, handle tough, high-pressure situations while remaining calm and professional.
Provide World-Class service to all guests, vendors, and employees at all times.
Develop and maintain positive working relationships with all employees and vendors.
Anticipate and respond professionally to guests’ needs, concerns and questions.
Lead by example by following and ensure team members follow all company policies and procedures.
Learn all arena policies, procedures, locations, and event specific information provided.
WORKING CONDITIONS:Availability: Must have a flexible schedule, with ability to work weekdays, work nights, able to report by 3:00pm, all day weekends, and holidays when needed.Physical Demands: This position requires the ability to lift up to 10 pounds. Work may be in steep areas (approx. 60 feet high), in cooler or warmer temperatures; indoors, outside, or right at the doors, and involve standing for 4-6 hours.Hours: Approximately 70%-80% of all Prudential Center events. Event calendar can be found here: https://www.prucenter.com/eventsShift Length: Shift starts approximately 2 hours before posted door times and ends approximately 1 hour after completion of event.Work environment: This position generally requires that work be performed from the Prudential Center/New Jersey Devils offices, but attendance at events taking place in the arena or offsite, including on weekends and/or holidays, may be required. 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.