The Full Time Senior Coordinator in the Operations & Guest Experience department, reporting to the Director Guest Services, will provide overall support to the guest services team. Inclusive in the responsibilities for the position are items to support the department’s overall objectives relative to event days, fan behavior and experience, and staff training and development.
Staff training and development
•Assist in the recruitment, interviewing and hiring of Guest Services Team Members
•Assist in the development and delivery of annual Guest Services training program to Bills Guest Service staff and team partners
•Manage Mystery Shop program for Guest Services Team Members and analyze reporting for areas of improvement
•Oversee and manage employee incentive program
•Create opportunities for feedback from Guest Services Team Members
•Oversee performance review system of Guest Service Supervisors
•Research conferences and seminars related to guest services, staff engagement, safety and security and related topics
•Conceptualize opportunities for year-round staff engagement through events, contests, and experiences
•Contribute to development of Team Member Mission Statement and Service Standards
Fan behavior and experience
•Develop engagement opportunities for Team Member Advisory Board
•Serve as a liaison to team’s Fan Advisory Board; assist in selection of new board members
•Research and implement industry best practices and trends as related to fan experience
•Assist with management of 24/7 Incident Management software system
•Collaborate with industry counterparts to develop and implement guest services programs
•Act as Manager on Duty for assigned events; assist with other events as needed
•Maintain department printed materials including but not limited to; Team Member Handbook, Stadium Maps, Stadium Guide, ADA Guide
•Manage guest services budget through purchase order and invoicing systems
•Work with HR and Payroll departments to ensure staff are properly paid and information is correct and up to date
•Assist internal departments with events as needed
•Other duties as assigned
The Buffalo Bills, LLC are proud to be an Equal Opportunity Employer and do not discriminate based upon race, color, religion, gender, national origin, sexual orientation, gender identity, gender expression, age, disability status, protected veteran status, or any other characteristic protected by law.
Bachelor’s degree in Business, Sports Administration, or related program
2-4 years of experience in a guest service, customer service or related role preferably in a sport or entertainment venue
Familiarity with 24/7 and ABI Software is a plus
Individual must be able to multitask and prioritize their events and tasks while working in a fast-paced environment
Individual must be able to problem-solve and provide solutions for guests
Organization and time management skills are a must
Candidate must have excellent written and oral communication skills. Experience speaking in front of large crowds is preferred
Candidate must be able to pay extreme attention to detail
About Buffalo Bills LLC,
The Buffalo Bills are a professional American football team based in the Buffalo–Niagara Falls metropolitan area. The Bills compete in the National Football League, as a member club of the league's American Football Conference East division. The team plays their home games at New Era Field in Orchard Park, New York.
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