Premium Services Coordinator - Full Time

Description

Under the general supervision of the Vice President, Business Development, manage day-to-day operations for administering and servicing all aspects of premium products, including, but not limited to, suites and club seats, to ensure superior customer service. Responsibilities include ticket management and operations, event marketing, marketing and sales support, and financial tracking and reporting.

Requirements

Include the following. Other duties may be assigned.

• Assist with developing and executing premium marketing and sales strategies.
• Respond to all requests and service needs of premium clients, including, but not limited to, service issues, ticket requests, add-on requests, mailing tickets, and reprinting tickets.
• Oversee service-related processes in the ticketing system, including inventory distribution, pricing maintenance, and ticket distribution.
• Create and execute show announcements to premium clients. 
• Complete forms or process payments for premium clients.
• Develop and maintain positive personal relationships with clients through outbound calls, personalized letters, emails, and face-to-face interaction to retain and enhance sales.
• Execute all amenities, benefits, and special events for premium clients.
• Assist in the creation of new benefits and service initiatives for premium clients.
• Educate new users on how to utilize the online client portal and any other new software tools.
• Create, assemble, and distribute suite collateral, welcome packets, and group sales flyers. 
• Work closely with ticket office, marketing, community relations, and guest services to execute integrated efforts.
• Produce and maintain a system for post-event service issues, scan reports, and follow-up requests. 
• Report maintenance or custodial needs for all premium areas, including Suite, Club Lounge, Club Level, and Level 6 Parking Deck lobby.
• Conduct regular surveys of current clients or prospects to better understand the service needs and wants regarding hospitality and service.
• Provide quality customer service and represent the facility in a positive and professional manner.
• Remain informed of all activities and pertinent information regarding Suite Holders and Premium Seat Club Members.
• Maintain the presentation of the suites, ensure standards are met prior to all events, and service premium clients during events.
• Resolve any service issues encountered by premium clients.
• Assist with any special requests received from premium seating guests.
• Communicate with suite catering services and Guest Experience to ensure clients’ needs are met.
• Work extended and/or irregular hours, including nights, weekends, and holidays, and be present at events.
• Generate, issue, and manage all premium seating contracts and renewals.
• Responsible for tracking and reporting premium seating inventory.
• Assist with the planning of premium seating events and execute new opportunities to enhance relationships.
• Work hand in hand with third-party vendors to ensure a top-level premium experience as soon as clients enter the GSD campus. Including but not limited to Proof of the Pudding (Concessionaire), LAZ Parking, and Cardam Professional Service (Custodial Services). 

Skills and Abilities

Position requires the following skills and abilities:

• Be detail-oriented and possess excellent follow-through skills. 
• Complete assigned tasks in a timely manner with little supervision. 
• Be able to withstand moderate to loud noises.
• Operate a personal computer using Windows and Microsoft Office software. Knowledge of a computerized ticketing system is a plus.
• Follow oral and written instructions and communicate effectively with others in both oral and written form. Effective written communication is very important. 
• Organize and prioritize work to meet deadlines. 
• Work effectively under pressure and/or a stringent schedule and produce accurate results.
• Work as a team member as well as independently, exercising judgment and initiative.
• Maintain an effective working relationship with clients, guests, employees, and others encountered in the course of employment.
• Remain flexible and adjust to situations as they occur.
• Remain professional and manage confidential information.

Education and Experience

Bachelor’s degree from an accredited college or university in marketing, event management, public assembly, business administration, or related business field and two (years related experience and/or training, or an equivalent combination of education and experience.