Summary
The Premium Experience Coordinator is responsible for delivering best in class service for up to 60 premium seating partners in luxury suites, loge boxes or club terrace tables at Nationwide Arena. This team member’s focus will be to create strategic service plans that incorporate touchpoints, events, and guest experiences that maximizes premium partner retention.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Develop and maintain productive relationships with premium partners to ensure overall customer satisfaction and yearly renewals.
- Execute all contractual aspects of premium seating hospitality agreements including premium partner benefits.
- Maintain and track day-to-day premium partner communication and service touch points in KORE including phone calls, hand written notes, in-game visits, and coordinated appointments.
- Work in tandem with Premium Experience Sales Team to deliver best in class service striving towards overall premium retention goals.
- Help maintain contractual and invoice policies and procedures for new and existing partners and manage all payments according to internal due dates.
- Organize and confirm special game night requests including food and beverage needs, mascot visits, or fan experience elements.
- Plan and execute specific premium partner events in-season, including Club Happy Hours, Admin Appreciation, CMR Dessert Cart Nights, an assisting with the Premium Partner Appreciation event, Holiday Party, and in-season holiday opportunities.
- Brainstorm opportunities to introduce new services or enhancement opportunities to premium partners.
- Establish and foster working relationships with other departments, specifically Ticket Operations, Columbus Blue Jackets, Arena Management, Delaware North, and our Guest Services & Security Team along with outside vendors.
- Ensure proper maintenance and upgrades of all premium seating areas at Nationwide Arena, including suites, loge boxes and club terrace tables.
- Manage premium inventory, ticket request fulfillment, and various reports in Archtics ticket management software.
- Execute pre-sale ticket opportunities and communication for all Nationwide Arena concerts and events.
- Collect post-game and post-season survey data to follow up with premium partners regarding their experience.
- Due to the nature of the job, this position requires working occasional weekday and weekend evenings and holidays.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance quickly and efficiently; meets commitments.
Communications - Expresses ideas and thoughts verbally and in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods; asks clarifying questions when necessary
Managing Customer Focus - Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs
Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans; documents action plans and ideas in detail for future use
Consultative Selling - builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; presents solutions that meet customer objectives; manages and documents sales process.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor's degree from four-year college or university; and 0-2 years of experience and/or training in the hospitality and/or sports entertainment industry; or equivalent combination of education and experience.
Computer Skills
To perform this job successfully, an individual should preferably have knowledge of Microsoft Office Software (specifically Microsoft Excel), Archtics ticket management software, and KORE/Salesforce.
Physical Demands and Work Environment
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The noise level in the work environment is usually moderate.
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.
