Coordinator, Guest Experience - D.C. United

D.C. UNITED - COORDINATOR, GUEST EXPERIENCE

The Guest Experience Coordinator will be responsible for running all aspects of guest experience and stadium operations for USL Super League events. In addition to oversight of USL Super League events, the coordinator will support the Senior Manager and Senior Coordinator of Guest Experience for other Audi Field Events. These events will include but not be limited to the following: D.C. United, Washington Spirit, UFL, and other special events. The coordinator will assist with various administrative functions such as interviewing, hiring, scheduling, payroll, and employee retention for part-time guest experience ambassadors. They will also work closely with facility staff to ensure that Audi Field is presentable to guests and partners. This position will require a proactive individual who is highly organized and a great communicator. This role will have an integral part in staff retention, fan engagement, stadium operations, and overall event management.

Audi Field is operating on a hybrid work model with a minimum of three (3) in-office days per week. Please note that this may vary by role and your scheduled in-office days are at the discretion of your supervisor. This position is based in Washington D.C.

ESSENTIAL FUNCTIONS, DUTIES & RESPONSIBILITIES
• Assist with recruitment, interviewing, and hiring of part-time Guest Experience staff.
• Support the Guest Experience Team in the operation and execution of employee training platforms.
• Facilitate employee incentive program and attendance tracking system.
• Liaise with internal departments to facilitate in-game fan experiences.
• Hire, train, and manage department interns as necessary.
• Work closely with the sales/service department to facilitate group events.
• Research and identify new methods to enhance the guest experience at Audi Field.
• Support the creation of special event guides for all sporting events at Audi Field.
• Assist with employee scheduling as necessary, ranging from 100+ gameday staff members
• Act as the Guest Experience MOD for USL Super League and special events at the stadium.
• Act as a primary contact for escalated guest complaints at D.C. United games and other high-profile events.
• Work with management to provide pre-game and post-game information to a group of 20 event supervisors.
• Support the Events department by fulfilling staffing requests as needed.
• Represent the Operations department in collaborative event planning discussions.
• Provide event support, as needed, for corporate events taking place at Audi Field.
• Able to master stadium policies and properly communicate them to guests.
• Maintain an accurate inventory of employee uniforms and stadium lost and found.
• Additional duties as assigned.

REQUIREMENTS
• Bachelor’s Degree from an accredited college/university
• Must have a valid driver’s license.
• Proficient with Microsoft Office and Teams.
• Must be available to work weekends, evenings, and holidays as necessary.
• You must provide proof of COVID-19 Vaccination prior to the start date.

PREFERRED EXPERIENCE
• Internship experience in the fields of Operations, Events, Guest Experience, or similar areas preferred.
• Previous experience working in a Guest Experience capacity at a stadium, arena, or similar venue
• Fluently bilingual in English/Spanish is a plus.
• Knowledge of ABI Mastermind system is preferred.

COMPETENCIES (KSAs):
• Must be team-oriented and have excellent interpersonal skills.
• Possess a strong work ethic and maintain a positive attitude.
• Passion for motivating and developing employees on a professional level.
• Must be able to balance multiple responsibilities at once, while executing at a high level.
• Responds well under pressure and maintains composure in high-pressure environments.
• Excellent oral and written communication skills.
• Comfortable with public speaking.

SALARY RANGE

At D.C. United, we carefully consider a wide range of factors to determine a fair and equitable compensation package. The final offer amount will consider a wide range of factors that are considered in making compensation decisions, including, but not limited to, skill sets, relevant experience and training, and other business and organizational needs.

Title: Coordinator, Guest Experience

Position Type: Entry Level – Full Time

Reports to: Senior Manager, Guest Experience & Supporter Relations

Department: Stadium Operations

Location: Audi Field – Washington D.C.

FLSA Status: Exempt - Salaried Expected Salary: $40,000

COMPANY BENEFITS

Medical, Dental, Vision • Health HSA and FSA • 401k w/ up to 3% company match • Corporate Discounts • Unlimited Paid Time Off • Paid Vacation, Holiday & Sick Days • Complimentary Tickets & Discounts • Remote Work Monday & Fridays • And more!

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of their job. While performing the duties of this job, the employee is required to walk extensively, occasionally required to kneel, climb high walkways, or balance. This position requires work inside and outside of the building and some exposure to adverse conditions.

EQUAL OPPORTUNITY EMPLOYER

D.C. United is committed to uplifting our community, staff, and club. We are seeking candidates to be a part of our journey in our quest for continued organizational growth and another MLS Cup.

D.C. United will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

D.C. United is an equal opportunity employer (EOE). D.C. United reaffirms its commitment to the principles of equal opportunity and diversity. D.C. United is proud to be an equal opportunity workplace and is an affirmative action employer. D.C. United is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, pregnancy, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other protected status in accordance with the requirements of all federal, state, and local laws. Employment decisions can include hiring, termination, compensation, benefits, promotion, training selection, or other statuses or conditions of employment. All employment decisions are made on the basis of individual skills, knowledge, abilities, job performance, and other appropriate qualifications.