Coordinator, Services

The Opportunity

The Coordinator, Premium Services is an integral part of the Premium Services Team s position is responsible for working with the Premium Service department to help coordinate and maintain all Premium Services programs for Fed Ex Forum  and the Memphis Grizzlies. This role will assist the Senior Director with managing our Concierge staff to ensure a safe, comfortable, and excellent guest experience through planning, monitoring, delegating, controlling and managing many aspects of the Premium Services department before, during, and after events.

The Coordinator will serve as point person for ensuring that all positions are filled on an event-by-event basis. They will also serve as a culture builder with an emphasis on creating an authentic and meaningful relationship with the Premium Services part-time staff. This position will ensure that a consistently high standard of Premium Service is met at all times.

• Create, foster, and maintain the Company’s reputation for great service and reduce liabilities, by providing necessary training, feedback, support and guidance to the Premium Services Supervisors and Team Members.
• Work closely with the leadership team to empower, lead, coach, mentor and discipline Premium Services Team Members as needed.
• Assist with the assessment, interviewing and hiring selection processes for the Premium Services Department. Work with Premium Service team to help implement and lead pre-shift event meetings to include updates, recognize team members and deliver service expectations.
• Work with Premium Service team to help supervise and resolve Premium Services issues in a timely manner, conducting guest surveys, logging all complaints, compliments, and special requests.
• Assist with managing the Premium Services part-time supervisory team with a constant focus on leadership development.
• Ensure all open position(s) are filled prior to each event.
• Maintain attendance records for all Premium Services Employees using existing payroll software and other digital platforms as necessary.
• Contribute to the development and implementation of the Premium Services Business Plan.
• Assist with special events in accordance with the Premium Services Business Plan.
• Assist clients with game/event day meetings and requests.
• Assist in responding to Part-time staff inquires and issues. Work with the Premium Services Director on special projects/tasks as assigned.
• Work all Fed Ex Forum  events except for approved time off.
• Other related duties as required.

• Bachelor’s degree in hospitality management, business, sports management, or related field, OR equivalent work experience.
• Minimum of two (2) years to four (4) years Premium Services and venue management experience in like-size facility.
• Prior experience working in a fast-paced environment, demonstrating an ability to work under pressure, multi-task, recognize problems and find solutions.
• Experience supervising a large number of part-time staff.
• Ability to demonstrate superior customer service and Sales & Service team support.
• Excellent people skills, with an ability to interact effectively and in a professional, diplomatic, and mature manner with VIPs, as well as internal and external clients at all levels within an organization.
• Strong communication skills, both verbal and written.
• Technically adept in digital platforms commonly used for communications, project management, and /or the ability to learn and adopt digital platforms with ease.
• Knowledge of computer applications, such as Microsoft Office, including Outlook, Word, PowerPoint, Excel, Teams, and Adobe Acrobat. Highly organized with good coordinating and project management skills.
• Ability to work irregular hours for an extended…