Coordinator, Guest Experience

Atlanta Falcons Stadium Company, LLC (\"STADCO\"); Atlanta (GA); On-site; USD 42,000 - 58,000; Full time

Job summary

AMB Sports & Entertainment seeks a Coordinator, Guest Experience at Mercedes-Benz Stadium in Atlanta. You will coordinate guest communications, support event-day operations, and manage programs like Lost & Found, ensuring a high-quality guest experience.

The role requires strong communication, presentation skills, and the ability to work in a fast-paced environment. Onsite work, with collaboration across teams and departments.

Qualifications

• Minimum 2 years of customer/guest experience preferred.
• Bachelor’s degree preferred.
• Strong communication and presentation skills.
• Proficiency in Microsoft Word, Excel, Publisher, PowerPoint; Teams.

Responsibilities

• Coordinate guest communications and respond to inquiries.
• Assist with event day operations and briefings.
• Manage Lost & Found and accessibility requests.
• Support staffing and scheduling for ambassadors.
• Prepare briefing materials and run training sessions.
• Collaborate with stadium operations and other teams.

Skills

Public speaking

Presentation skills

Communication

Team collaboration

Adaptability

Customer/guest experience

Education

Bachelor’s degree preferred

Tools

Microsoft Word

Excel

PowerPoint

Publisher

Teams

Job description

At the Blank Family of Businesses, our Core Values drive our culture, guide our decisions, and make our organization a great place to work.

GIVE BACK TO OTHERS

Recognize that the well-being of business cannot be separated from the well-being of society. Join in our ongoing efforts to give back through time, talents, labor and financial commitment.

LEAD BY EXAMPLE

Demonstrate an entrepreneurial spirit that supports our culture and vision. Take full advantage of our empowerment philosophy by offering suggestions, making decisions and taking responsibility for actions. Stand up for your convictions and vocalize your opinions.

INNOVATE CONTINUOUSLY

Constantly seek new ways to improve results and move above and beyond what seems possible. Demonstrate non-stop reinvention. Do not let unnecessary bureaucracy kill innovation. Implement high quality, new processes, products, services, or solutions that meet or exceed the needs and expectations of our customers.

PUT PEOPLE FIRST

Demonstrate understanding that people are the center, the heartbeat of any successful enterprise. Build rapport and trust by demonstrating sensitivity and respect for others. Empower and listen to associates because they are our number-one source for information and ideas. Invest time and resources in developing associates’ skills and assisting them in managing their careers.

LISTEN AND RESPOND

Listen to internal and external customers (fans, grantees, players, associates, vendors, partners) to understand what they need. View customer needs as golden opportunities that, when creatively addressed, will enhance our competitive edge and the environment in which we all work and professionally grow. Dedicate the needed resources, time and energy to creating lasting value for all customers.

INCLUDE EVERYONE

Our individual differences make our organization more valuable. Value diverse ideas, experiences, skills, work styles and backgrounds. Harness individual differences to create a competitive advantage and better support our partners. Encourage others to accept and capitalize on diversity.

Position Description

The Coordinator, Guest Experience plays a vital role within the Guest Experience team, supporting a wide range of departmental initiatives and daily operations. This position is responsible for coordinating guest communications, supporting event-day execution, managing programs such as Lost & Found, and facilitating briefings and Welcome Home Training in partnership with the Team Member Experience team. The ideal candidate is passionate about delivering exceptional guest experiences, embracing innovation, leading presentations, and solving problems in a fast-paced, guest-focused environment. Success in this role requires strong communication skills, attention to detail, and a commitment to continuous improvement and service excellence. This position is well-suited for individuals who are driven, collaborative, and motivated by the opportunity to make a meaningful impact on both guests and team members. The Coordinator, Guest Experience reports to the Senior Manager, Guest Experience. This fully onsite role is based at Mercedes-Benz Stadium in Atlanta, GA.

Roles and Responsibilities

Administrative & Guest Support

• Manage guest communications, including general inquiries, emails, voicemails, feedback, concerns, and service recovery opportunities.
• Coordinate accessibility requests and other guest accommodations to ensure an inclusive and welcoming experience.
• Administer the Lost & Found program, including item intake, inventory management, tracking, and guest reunification efforts.
• Generate after-activation reports in 24/7 Software in preparation for event debriefs.
• Coordinate & execute the designated driver program including set up, break down, reporting and external communication with partner organizations, including the NFL.
• Support training programs through preparation, facilitation, material management, and day-of execution.
• Assist with hiring events including candidate scheduling, tracking, and event coordination.
• Coordinate departmental briefings by scheduling guest speakers, event details with stadium operations, confirming participation, and ensuring presenters are prepared and informed.
• Support ABI scheduling and serve as backup support when needed.
• Support Workforce Operations and Team Member Experience when needed.

Event Day Operations

• Must be able to effectively present event-day materials and communicate key information to the Game Day Leadership Team.
• Track, document, and report guest recognition, service recovery, and surprise-and-delight initiatives to ensure accurate records, inventory accountability, and program effectiveness.
• Develop and maintain event-day resources, including briefing sheets, presentation decks, resource cards, and operational tools.
• Complete event-day operational checklists to ensure Guest Services amenities are fully prepared and guest-ready.
• Ability to effectively navigate difficult conversations with associates while maintaining professionalism, empathy, and accountability.
• Actively participate in game-day huddles to build relationships, foster trust, and strengthen engagement with team members.
• Support and work a majority of major events, providing operational and administrative assistance to ensure successful department execution.
• Coordinate staffing and scheduling for Westside Ambassadors (WSAs), ensuring appropriate coverage and deployment across the venue.
• Coordinate egress operations across multiple teams to ensure a safe, efficient, and seamless departure experience for guests.
• Coordinate premium space wristband inventory and event-by-event distribution counts, ensuring accurate allocation, reconciliation, and accountability for all premium areas.
• Ensure exterior wayfinding signage and ADA amenities are in place and fully operational ahead of event day.

General Support

• Guest Experience departmental initiatives, projects, and special events as assigned.
• Collaborate with cross-functional teams to deliver exceptional guest and team member experiences.
• Perform other duties and responsibilities as assigned.

Qualifications and Education Requirements

• Stadium or Arena experience preferred
• Minimum 2 years of customer/guest experience preferred
• Bachelor’s degree preferred
• Proficiency in Microsoft products including Word, Excel, Publisher, PowerPoint; Teams
• Comfortable speaking and presenting in front of large groups
• Must be able to lift, push or pull 25-40 lbs. as needed
• Ability and willingness to work outdoors for extended periods in varying weather conditions, including heat, cold, rain, and other event-day environmental conditions.
• Ability to work flexible hours including evenings, weekends and holidays

AMB Sports & Entertainment is a subsidiary of AMB Group LLC, and is comprised of the National Football League’s Atlanta Falcons, Major League Soccer’s Atlanta United FC and Mercedes-Benz Stadium.

Atlanta Falcons

The Atlanta Falcons are a professional American football club and member of the National Football League (NFL). The team’s headquarters and practice facility are located on a 50-acre site in Flowery Branch, Georgia. The Falcons’ NFL expansion franchise was awarded in 1965 and acquired by current owner Arthur M. Blank in 2002. Under Blank’s leadership, the Falcons have become one of the League’s premier teams on and off the field, playing their home games at Mercedes-Benz Stadium. For more information, visit www.atlantafalcons.com, and follow @AtlantaFalcons.

Mercedes-Benz Stadium

Opened in August 2017, Mercedes-Benz Stadium is a world-class sports and entertainment venue in downtown Atlanta and home to the National Football League’s Atlanta Falcons and Major League Soccer’s Atlanta United. The multi-purpose stadium was named the 2019 Sports Facility of the Year and is host to major sports and entertainment events, including the 2026 World Cup, the 2018 and 2025 College Football Playoff National Championships, the 2018 MLS Cup, and Super Bowl LIII. Mercedes-Benz Stadium is the first professional sports stadium in North America to achieve LEED Platinum Certification and the first stadium worldwide to achieve TRUE Platinum Certification for zero waste by the United States Green Building Council. Mercedes-Benz Stadium is proud to be collaborating with naming rights partner Mercedes-Benz and twelve founding partners including Coca-Cola, Equifax, The Home Depot, Novelis, SCANA Energy, Truist, IBM, Georgia Power, American Family Insurance, Global Payments, and Ticketmaster. To learn more about Mercedes-Benz Stadium visit www.mercedesbenzstadium.com. Follow us on Facebook, Instagram and Twitter.

Atlanta United

Atlanta United joined Major League Soccer in 2017 and won the 2018 MLS Cup in just its second season, the earliest an expansion team has won the title since 1998. The club has set multiple league records including season tickets sales (36,000-plus), single-season average (53,002) and total home attendance (901,033). Owned by Arthur M. Blank, Atlanta United plays its home matches at Mercedes-Benz Stadium. For more information about Atlanta United, including how to purchase season tickets, visit: www.atlutd.com, and follow @ATLUTD.