Guest Experience Specialist

Job Title: Guest Experience Specialist                                  

Job Summary: Provides office and operational support to the Director of Guest Services.

Position Accountabilities/Responsibilities:

• Provide first point of contact to guest complaints, compliments and special requests via email and phone while providing outstanding customer service
• Assist in the preparations and delivery of Guest Service training sessions to all Royals event staff associates and service providers
• Assist with guest experience aspects of the MLB Ballpark App, including chatbot and gameday information
• Assist in planning for improvements to ADA/ accessibility for guests with disabilities.
• Respond to lost & found inquiries and coordinate return of items to guests
• Assist with the coordination of secret shopping process with the review and distribution of reports after each game and monthly reviews
• Coordinate, review, and log documentation of guest and employee feedback after each game as a continuous effort to improve the ballpark experience
• Provide gameday assistance to the Director of Guest Experience when needed
• Assist with the recognition/ rewards program for all Royals event staff employees and service providers
• Coordinate Special Occasion (birthday, anniversary, etc.) list and certificate/gift deliveries for all home games
• Strong Social Media Skills
• Other duties as assigned
  
  

Position Qualifications, Skills, and Experience Required:

• Bachelor's degree, or working towards one, preferably in Sports Management or Customer Service
• At least 1-2 years of customer service experience
• Proficiency in Microsoft Office
• Ability to work independently, prioritize and handle multiple projects
• Able to work irregular hours including holidays, weekend, evenings, and game events
• Strong organizational and time management skills
• Possess a professional attitude that is customer service oriented
• Attention to detail
• Effective written, telephone, and verbal communication skills

Physical Requirements:

• Ability to lift items weighing as much as 20 pounds
• Must be able to work in a seated position for majority of workday
• Must be able to be productive utilizing a computer keyboard and telephone
• Must be comfortable walking to navigate the facility to access the office, concourse, etc.
• Must be able to work extended hours and/or weekends as required by deadlines and event scheduling

The physical demands described here are representative of those that may be met by an employee to successfully perform the essential functions of this job.

This role is a Part-Time, Non-Exempt opportunity that is not eligible for Company Benefits, 401K, and PTO. The schedule for this position is dependent on our team schedule and is subject to change.