Guest Experience Admin Coordinator

Class: Full-time, Salary, Exempt

Reports to: Director, Arena Experience

Location: Fiserv Forum

The Milwaukee Bucks are looking for dedicated people who accept diversity, equity & inclusion in a workplace where everyone feels valued and encouraged.

It all begins with outstanding talent, It all begins with YOU! #FearTheDeer

• Comprehensive health benefits including medical, dental, and vision plans, as well as mental health resources
• Pet Insurance
• 8 weeks of paid time off for parents to welcome newborns, adopted and foster children
• Unlimited PTO
• Professional Development through our internal learning & development program - Antler Academy
• Employee Resource Groups
• Milwaukee Bucks and NBA League Discounts
• Company Paid Parking and Phone Allowance

The Administrative Coordinator, Guest Experience acting under the direction of the Director, Guest Experience is responsible for the day-to-day administrative and analytic functions of the Guest Experience Departments to support the event, guest, and team member experience at Fiserv Forum.

Administrative Responsibilities:

• Provides administrative support to the Guest Experience Department.
• Create and maintain department reporting on staffing, attendance, and training.
• Respond to guest concerns via phone, e-mail, and letter or in person, advancing as appropriate.
• Assist with the department budget, create monthly reporting, purchase orders and check requests.
• Leads all aspects of day to day oversight of Secret Shopper program and maintains shop analytic dashboards.
• Develop and maintain Employee Entrance Communication board calendar and creative collateral.
• Assist with the creation and distribution of department communications.
• Cooridinates day to day operations of the receptionist, prize room, building tour and uniform room staff and functions.
• Maintains department project calendar and planning, collaborates with internal and external partners, and provides regular reporting.
• Be responsible for department electronic files, ensuring proper storage and compliance.
• Coordinate the department payroll functions and reporting.
• Collaborate with Guest Experience Manager on Recognition program.
• Coordinates receptionist schedule, answers and responds to guest calls when receptionist is unavailable.
• Maintain the Guest Experience email and CRM accounts, responding to all comments in a timely manner and archive messages for documentation.
• Maintain team member communication log, ensuring Coordinators are entering information appropriately.
• Provide project support to department leadership as appropriate.
• Maintains department supply and uniform inventory.
• Will perform other duties as assigned.

• Empower frontline team members to consistently practice desired performance that improves the guest’s entertainment experience.
• Hold themselves and staff accountable.
• Counsel frontline team members on accurate job performance and the need to build a positive, safe Guest Experience for all events. (Written and oral)
• Identify and develop staff for department support responsibilities.
• Follow all organizational labor guidelines, human resources policies and regulations, monitors for compliance.

• Interpersonal communication includes high-level problem-solving and quick turnaround decision-making in demanding situations.
• Demonstrate solid understanding in programs such as Access, Excel, Word, and PowerPoint.
• Ability to be flexible, to coordinate and balance numerous priorities and projects and meet deadlines without sacrificing creative effectiveness.
• Maintain acceptable attendance and punctuality.
• Must be detail oriented.
• 1-3 years of shown administrative experience.
• 1-3 years project management experience.
• 1-3 years validated experience analyzing data.
• Strong project management skills and ability to multi-task.
• It is imperative that you can work independently without supervision, be self-directed and demonstrate initiative.
• Make good decisions and decision-making skills, as well as ability to manage your own time and implement your own schedule.
• Ability to meet tight deadlines and work well under pressure.
• Strong organizational skills, time management skills and attention to detail required.
• This position is primarily Monday-Friday 9am – 5pm based, with occasional event evening and weekend shifts.

All offers for employment with the Milwaukee Bucks are contingent upon the candidate having successfully completed a criminal background check. We will consider people with criminal histories in a manner consistent with the requirements of applicable local, state, and Federal laws.

The Milwaukee Bucks is an Affirmative Action and Equal Opportunity Employer, Ethnic Minority/Women/Disabled/Veteran/Gender Identity/Sexual Orientation.

We provide our employees with a robust employee benefits plan that focuses on the mental and physical wellness of our team. We strive to offer a flexible work environment that allows our team members to be productive in both their work and home lives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.