Guest Services Coordinator

WHO WE ARE:

Founded by Josh Harris and David Blitzer, Harris Blitzer Sports & Entertainment (HBSE) includes in its portfolio the Philadelphia 76ers, the New Jersey Devils, leading venue Prudential Center in Newark, N.J., the Delaware Blue Coats, the Utica Comets, and renowned esports franchise Dignitas. Led by some of the best and brightest minds across a diverse spectrum of industries, HBSE positions itself as one of the most pioneering, innovative global sports and entertainment businesses to date. HBSE also strives to positively impact the local communities in which it operates through the powerful platform of sports.

HBSE offers an energetic work environment built on collaboration, growth, and a quest to excel in everything we do. Prudential Center in downtown Newark, N.J. hosts more than 175 concerts, family shows and special events annually and is the fourth-ranked sports and entertainment venue in the U.S. by Pollstar and Billboard. It is home to the New Jersey Devils, a renowned NHL franchise with three Stanley Cup championships and a proud, passionate fan base.

OUR COMMITMENT TO DIVERSITY:

At HBSE, we engage, represent and reflect diverse voices of employees, players fans and communities. We are dedicated to hiring the best talent that is reflective of where we live, work and play – across all groups and levels; supporting and developing every employee to reach their potential; and creating an inclusive environment that allows team members to bring their true authentic selves to work.

POSITION OVERVIEW:

The full-time Guest Services Coordinator position 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, scheduling, payroll and incident management. This person must have experience working with large volume 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:

Guest Services and Guest Experience

• Scheduling of the part-time staff and payroll.
• Maintain Prudential Centers’ positive reputation for WORLD-CLASS service.
• Maintain and support the brand standards and generate positive relations with guests.
• Manage the Guest Services inbox and ensure timely follow up to all guest inquiries.
• Manage the Guest Services hotline and ensure timely follow up to all calls and voicemails.
• Assist with the execution of all ADA Services.
• Other duties as assigned by management.

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 select 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.
• 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 directions 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.

SPECIFIC JOB KNOWLEDGE, SKILLS, AND EXPERIENCE:

• At least 1-2 year experience in events, preferably sporting events, concerts, and hospitality.
• Must have experience working with large groups of people/guests.
• Highly organized, resourceful, quick learner and able to handle multiple projects simultaneously.
• Must be proficient with Microsoft Word, Excel, PowerPoint and Outlook.
• Experience with scheduling in ABI and payroll will be a plus.
• Communicate effectively, both in writing and verbally.

• 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, nights, all day weekends, and holidays when needed.

Physical Demands: This position requires the ability to lift up to 30 pounds. This position requires long periods of standing and sitting throughout daily activities · This position requires working in various climates based on the environment

Hours: Approximately 70%-80% of all Prudential Center events. Event calendar can be found here:

Shift 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.