Guest Services Coordinator

WHO WE ARE

Founded by Josh Harris and David Blitzer, Harris Blitzer Sports & Entertainment (HBSE) includes in its portfolio the Philadelphia 76ers, the New Jersey Devils, Prudential Center in Newark, N.J., the Delaware Blue Coats, the Utica Comets, and a variety of other sports and entertainment properties. Led by some of the best and brightest minds in the industry, HBSE positions itself as a pioneering and innovative global sports and entertainment business enterprise.

We also strive to positively impact the local communities in which we operate through the powerful platform of sports. HBSE offers an energetic work environment built on collaboration, growth and a quest to excel in everything we do. As part of its portfolio, Prudential Center in downtown Newark, N.J. annually hosts more than 200 games, concerts, family shows and special events and is a top‑5 ranked sports and entertainment venue in the U.S. by Pollstar and Billboard.

At HBSE, we are dedicated to hiring the best talent from the communities where we live, work and play - across all groups and levels; supporting and developing every employee to reach their potential; and creating an inclusive environment that allows team members to bring their true authentic selves to work.

At HBSE, we engage, represent and reflect diverse voices of employees, players fans and communities. We are dedicated to hiring the best talent that is reflective of where we live, work and play - across all groups and levels; supporting and developing every employee to reach their potential; and creating an inclusive environment that allows team members to bring their true authentic selves to work.

The full‑time Guest Services Coordinator position is responsible for providing excellent guest service in all public areas of the Prudential Center. This person is responsible for assisting with all functions of the Guest Services department including team member supervision, event operations, guest resolutions, scheduling, payroll and incident management. This person must have experience working with a large volume of employees, guests, facility tenants and season ticket members.

This person must work closely with our Coordinators and Supervisors.

• Scheduling of part‑time staff and payroll.
• Maintain Prudential Center’s positive reputation for world‑class service.
• Maintain and support the brand standards and generate positive relations with guests.
• Manage the Guest Services inbox and ensure timely follow‑up to all guest inquiries.
• Manage the Guest Services hotline and ensure timely follow‑up to all calls and voicemails.
• Assist with the execution of all ADA services.
• Other duties as assigned by management.

Must be able to assist Coordinators with the following:

• Pre‑event set up and walk‑through process including but not limited to entrance set up, ingress/egress distribution, floor set, escalator/elevator operation, etc.
• Creating and deploying proper signage per event requests.
• Serve as event lead for select events and be responsible for gathering all event details, preparing event notes, ensuring adequate staffing, execution of event and follow‑up.
• Serve as event support as assigned and be responsible for monitoring team members, assisting with the execution of event plan, and resolving guest issues as needed.
• Communicate with Guest Services team to resolve issues.
• Review and recommend updates to day‑to‑day operational policies and procedures.
• Assist with all VIP services and premium areas pertaining to the department’s functions.
• Meet with Event Managers and clients to assist with planning events at Prudential Center.
• Build and maintain an effective working relationship with all vendors for Prudential Center to ensure quality customer service and presentation quality.
• Monitor safety of guests during ingress, during the event, and egress.
• Talk to, listen to, or signal others to effectively exchange information; receive or give directions and effectively work as part of a team by…