Coordinator, Guest Services

About the role

The Coordinator, Guest Services serves as a culture builder, hospitality leader, and ambassador of the Kansas City Current. This role supports the delivery of exceptional guest experiences across matches, events, tours, and other fan engagement initiatives by fostering a fan-first culture, supporting event-day operations, and developing front-line staff. This position is designed for an emerging hospitality and guest experience professional seeking to build expertise in event operations, leadership, and guest experience management.

Responsibilities

• Champion a fan-first service culture that reflects the Kansas City Current brand and values across all current and future properties.
• Respond to in-the-moment guest inquiries, concerns, and service recovery situations with professionalism, empathy, and sound judgment, escalating issues as appropriate.
• Observe and document team performance and report information to Manager, Guest Services to improve performance, process, and efficiency.
• Support building department staffing models, cost estimates, and event operations plans for major events.
• Assist in collecting and documenting fan and staff event feedback, including comments, suggestions, and complaints.
• Collaborate with the guest services team to adjust operations as needed and ensure appropriate follow-up with respective departments.
• Lead the stadium lost and found program to develop an efficient and effective system for guests.
• Support the communication strategy for Guest Service Team Members, as well as the overall strategy for all part-time Team Members.
• Support the execution of guest experience initiatives including tours, surprise and delight moments, service recovery efforts, sensory services, and other fan engagement programs.
• Collaborate with internal and external stakeholders to support the continued evolution of guest experience offerings across the organization.
• Maintain the guest services office as a functional workspace including inventory, ordering, and restocking of supplies, and organization of equipment in collaboration with the Manager, Guest Services.
• Lead and operate the Team Member Wardrobe Distribution Center including maintaining inventory, accountability for distribution, and reporting.
• Maintain Mothers and Sensory Rooms as premium guest amenity and hospitality spaces.
• Collaborate in culture-building initiatives through a best-in-class Team Member Rewards and Recognition Program.
• Support training initiatives that reinforce guest experience standards, organizational values, and operational procedures.
• Support Manager, Guest Services in scheduling responsibilities, ensuring all events are fully staffed.
• Support the planning and execution of Guest Experience and Service operations for matches, private events, tours, and other organizational initiatives.
• Assist the Event Manager on Duty, Department leadership, and event staff as needed to support exceptional event experiences.
• Partner effectively with other event day and venue partners to prioritize guest experience.
• Serve as a visible and approachable presence throughout match day and other events, actively engaging guests and identifying opportunities to enhance the fan experience.
• Prepare and maintain the guest service operational infrastructure including ticket scanning equipment, guest-facing signage, supplies, guest service materials, and operational resources.
• Conduct pre-event venue walks to ensure guest service operational needs are ready for successful event execution.
• Assist in maintaining accurate event-day documentation, communication tools, and operational resources.
• Provide day-to-day leadership, support, and coaching for event staff to ensure service standards are executed on event day as expected.
• Observe staff performance and provide feedback and recommendations to the Manager, Guest Experience.
• Assist with staff check-in process, event-day communications, and operational preparation.
• Support the coordination and execution of stadium tours, including scheduling, invoicing, guest communication, and tour delivery.
• Support ingress and egress operations, giveaway distributions, VIP movements, premium seating operations, and other guest-facing activations.
• In the event of an emergency, support effective execution of emergency response procedures and venue evacuations following direction from Event Leadership and Venue Management.
• Foster a culture of accountability, teamwork, professionalism, and hospitality.
• Perform other duties as assigned.

Requirements

• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
• Bachelor's degree in Sports Management, Event Management, Hospitality, or related field preferred.
• Internship or 1-2 years of experience relating to guest service, hospitality, event management, entertainment, or related industry preferred.
• Passion for delivering exceptional guest experiences.
• Highly organized with excellent project management skills and the ability to meet tight deadlines and work effectively in a high-pressure environment.
• Ability to lead, coach, motivate, direct, and provide feedback to event day department staff.
• Strong communication, interpersonal, relationship-building, and problem-solving skills.
• Experience in Canva, Adobe Creative Suite, or similar creative systems preferred.
• Ability to work independently while contributing effectively to a team.
• Experience with ABI and/or other scheduling software preferred.

Special Requirements

• Must be able to work a flexible schedule, inclusive of weekends, nights (event evenings & overnight operation shifts), and holidays.
• Must be able to stand, walk, and move around the venue for extended periods of time, often during events or facility setup and breakdown.
• Ability to lift and carry up to 50 pounds as needed for event setup, equipment management, or assisting with operational needs.
• Requires occasional bending, squatting, and reaching overhead to handle various tasks related to facility management, equipment, and event preparation.
• Must be capable of working in physically demanding environments, including navigating stairs, ramps, and elevated platforms during venue conversions.
• Ability to work outdoors continuously for extended periods of time in all weather conditions.