Guest Experience Coordinator

Socket.dev; Ottawa; On-site; CAD 45,000 - 49,000; Full time

Benefits offered by this job

Benefits

Hybrid work

Job summary

OSEG is seeking a Guest Experience Coordinator for TD Place in Ottawa. You will manage the Fan Info line, guest services, and special guest experiences, using feedback to drive service improvements.

You will collaborate with facilities, sales, security and hospitality to ensure seamless operations, while supervising volunteers and supporting event days with safety and guest satisfaction at the forefront.

Qualifications

• 1-2 years of experience in a customer service environment.
• Experience working in an office environment.
• Strong communication skills with a variety of internal stakeholders and guests.

Responsibilities

• Serve as the primary point of contact for guests, responding to inquiries and resolving issues via email, phone, and text.
• Coordinate guest services and activities during events, including VIP experiences and seating arrangements.
• Address guest concerns and emergencies with calm professionalism.
• Gather guest feedback and use insights to improve future experiences.
• Work with facilities, sales, security, and hospitality to coordinate services.
• Maintain records of guest interactions and prepare operation reports.

Skills

Customer service

Communication

Organizational skills

Problem solving

Bilingual English/French

MS Office

Education

Post-secondary degree

Tools

Teams

Word

Excel

PowerPoint

Outlook

Job description

Reporting to the Manager, Guest Experience, the Guest Experience Coordinator is committed to delivering an exceptional experience for both our internal staff and external guests. Working closely with internal stakeholders, the Guest Experience Coordinator is responsible for providing exceptional customer service to all patrons of TD Place. The Guest Experience Coordinator will manage our Fan Info line, customer service reward program, and special guest experiences. They use analytics and feedback to discover trends and make recommendations on service enhancements. They have a strong customer service focus, a keen eye for detail, and are solutions-oriented thinkers.

This full-time, permanent role has an annual salary range of $45,000 to $48,800, with 100% employer-paid benefits. The final compensation will be determined based on the successful candidate's experience and qualifications. This is a replacement position and offers the flexibility to work on-site or in a hybrid work arrangement.

What you’ll do:

• Serve as the primary point of contact for guests, responding to inquiries, providing information, and resolving issues promptly and courteously via email, phone, and text.
• Coordinate guest services and activities during events, including VIP experiences, seating arrangements, and special requests.
• Address guest concerns and emergencies swiftly and effectively, always maintaining a calm and professional demeanor.
• Gather guest feedback through surveys, direct interactions, and online reviews, and use insights to make recommendations and improve future guest experiences.
• Work closely with various departments such as facilities, sales, security, and hospitality to ensure seamless coordination of guest services.
• Maintain accurate records of guest interactions, incidents, and feedback.
• Prepare reports summarizing event operations and guest satisfaction metrics.
• Act as supervisor on event days, including all OSEG Teams, Tenants, and Lansdowne Live! Events, responsible for preparing event day resources, staff and guest safety and delivering high-quality guest experiences.
• Recruit, onboard, schedule, and act as main point of contact for volunteers.
• Supervise the Guest Experience Info Booths including processes and procedures, inventory, staff, and general maintenance.
• Oversee and maintain inventory, including radios, scanners, signage, accessibility devices, kid’s zone toys.
• Work with vendors and contractors to coordinate equipment rentals and other services.
• Administer customer service training program and our staff rewards program, KUDOS.
• Recruit and organize the part-time social committee for staff appreciation events in collaboration with the Staffing Coordinator.
• Assist with approving part-time staff timecards using ADP software.
• Train and monitor staff in specialty areas such as Kids Zone and specialty groups.
• Create and distribute the monthly part-time staff newsletter.
• Lead the MY First Game program.
• Other administrative and operational tasks as assigned.

What you’ll need:

• Completion of a post-secondary degree or diploma in a relevant field or acceptable combination of experience and equivalent skills required.
• 1-2 years of experience in customer service environment, preferably within a sports or entertainment venue.
• Experience working in an office environment.
• Strong communication skills with a variety of internal stakeholders and guests (both verbal and written).
• Strong organizational skills and high attention to detail required.
• Demonstrate qualities in problem solving, flexibility and ability to work well with and coordinate the work of others.
• Advanced computer skills including Teams, Word, Excel, PowerPoint and Outlook.
• Able to work well under pressure and maintain a strong work ethic and positive team attitude.
• Flexible ability to work weekdays, evenings, weekends and holidays (based on event calendar).
• Must be able to sit or stand for long periods of time, able to walk long distances, lift up to 60lbs, and climb stairs.
• Bilingualism in English and French is required.

Why OSEG?

You can make a meaningful and powerful impact on the entertainment industry in Ottawa. Working at TD Place will provide you with a competitive health benefits plan, dynamic team environment and the ability to continuously learn and grow.

Located at Lansdowne Park, the Ottawa Sports and Entertainment Group (OSEG) is the largest sports and entertainment company in the capital. We are proud owners of the Ottawa REDBLACKS, and Ottawa 67’s. We are also home to Atletico Ottawa, Ottawa Blackjacks, and Ottawa Rapid FC, and live events at TD Place. OSEG and its related Foundation were founded on the vision of its partners - to create year-round world-class guest experiences and give back to the Ottawa community.

TD Place is an advocate for equity, diversity, and inclusion and invites and encourages all candidates to apply for this role, including women, Indigenous peoples, members of racialized communities, persons with disabilities and persons of minority sexual orientations and gender identities. Additionally, we are happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require an accommodation in order to participate in the hiring process, please contact us to make your needs known in advance.

Please note this role will require interacting with the public, including in crowded spaces. TD Place is committed to providing a safe and enjoyable experience for all employees and guests. We encourage you receive a full dose of the COVID-19 vaccination (subject to applicable exceptions).

We appreciate the time and effort it takes to apply and thank all applicants for their interest. Our selection process utilizes AI to compliment application screening. We’ll reach out to candidates whose applications best match the role's requirements.