Guest Experience Coordinator

Organization Overview

The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community. Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history, culminating in a Stanley Cup Championship. Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high. The organization has grown its footprint via the renovation and expansion of the FTL War Memorial complex in downtown Fort Lauderdale. This state-of-the-art facility features two regulation-size rinks, including a new team practice rink with stadium seating, and a 3400-capacity music theatre for live entertainment. The future is bright, and we are very proud of what we are building in South Florida.

Job Summary

The Guest Experience Coordinator provides front line support of the Guest Experience journey including employee oversight and customer interface. Under the direction of the Guest Experience Manager, this position strives to provide the best possible experience for our clients and Guest Experience team members. While on duty, this position is available to Guest Experience team members to attend to immediate issues as they arise and communicates as appropriate with the Guest Experience Manager and other members of the Baptist Health IcePlex management team. 

Job Description

• Respond in timely matter via email or phone to customer inquiries and provide them with correct information.

• Coordinate staff, including training and shift scheduling of Party Hosts and Curling

• Provide additional support for Guest Experience Manager throughout events.

• Communicate effectively with staff on upcoming events. Prep and send Event Overviews/Run of Shows. 
• Coordinate with Operations, F&B and other departments to address any issues that may arise during events.
•  Ensure all accounts receivable are paid in full per applicable policies, confirm details with customer.
• Be able to complete any incident reports - skating or premises incident report and inform upper management.
•  Maintain continuous communication with clients to ensure their requirements are met and their expectations are exceeded, and manage guest interactions before, during, and after the event.
•  Conduct debriefing and provide reports on the event's success, including feedback from clients, attendees and staff.
•  Other duties as assigned.

Qualifications 

• Must be available for a variety of hours, including evenings, holidays, and weekends. 
• Must have strong communication skills, be detail-oriented and possess excellent problem-solving skills.
• Must be proficient with Microsoft Word and Excel.
• Must be able to handle a fast-paced environments and multiple tasks at once. 
• Must be able to lift a minimum of 30 pounds.
• Must be able to move easily about the building on a regular basis during each shift to oversee and execute multiple events simultaneously.  #LI-DNI