YOUTH PROGRAMS & GUEST SERVICES COORDINATOR

Iron Peak Sports & Events, LLC

Location: Hillsborough, NJ

DEPARTMENT: OPERATIONS

REPORTS TO: DIRECTOR OF OPERATIONS

STATUS: FULL TIME (EXEPMT)

ABOUT THE COMPANY:

Iron Peak Sports & Events is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Hillsborough, NJ. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.

Iron Peak Sports & Events is the epicenter for positivity for our community. Our facility is a celebration of finding out who you are and empowering you to be you best self. At Iron Peak we want you to find camaraderie and a sense of belonging. In addition, we believe in finding joy in unexpected places, and cherishing defeats by making them successes. We are the pinnacle of sports, events, and entertainment.

POSITION SUMMARY:

The Guest Services & Youth Programs Coordinator provides world-class customer service to all visitors and serves as a key leader across two core functions: guest services (including event operations) and youth programming. This role oversees the day-to-day guest experience, admissions, the guest services team, and on-site event operations, while also managing Iron Peak's camp and youth programming operations, including registration, communications, and administration.

ROLES & RESPONSIBILITIES:

Guest Services & Events Operations

• Oversee day-to-day guest services operations, ensuring a world-class experience for every visitor
• Supervise, schedule, and train guest services staff
• Manage complex admissions, parking, and photography sales processes
• Develop and monitor guest satisfaction systems, including training and reporting
• Serve as a point of escalation for guest concerns and service recovery
• Support Family Entertainment Center (FEC) and arcade operations, coordinating with other departments to ensure smooth guest flow
• Serve as the on-site operations lead for all contracted events, ensuring smooth setup, execution, and breakdown
• Coordinate staffing, scheduling, and guest services support for events across the facility
• Serve as the primary point of contact for event clients during setup, execution, and day-of logistics
• Partner with the Events Director to confirm event details, staffing needs, and site readiness ahead of each event
• Troubleshoot and resolve on-site issues in real time to maintain Iron Peak's standard of excellence
• Conduct post-event debriefs and quality checks to support continuous improvement

Youth Programs (Camps & Programming)

• Manage School's Out and Summer Camp programs, including registration, communication, and operations
• Manage Multi-Sport, Home School, and Parent's Night Out programming
• Create and maintain a Summer Camp leads database; lead outreach to returning and prospective campers
• Maintain the Summer Camp registration platform
• Assist with summer camp curriculum, field trips, and event planning
• Coordinate transportation for Iron Peak Camps
• Serve as Summer Camp Administrator and Health Coordinator
• Support Destination Camp sales and staffing

MINIMUM QUALIFICATIONS:

• Bachelor's degree in a related field, or equivalent combination of education and experience
• Prior experience supervising or leading a team, preferably in a guest services or hospitality setting
• Flexible work schedule (e.g., nights, weekends, holidays, and long hours)
• Basic First Aid, CPR, and AED Certification required
• Excellent verbal and written communication skills
• Proven ability to learn new software programs
• Proven success managing multiple tasks and priorities at once
• Ability to maintain focus in a high-volume, fast-paced environment
• Must have excellent guest service skills
• Must be detail-oriented with outstanding organizational skills
• Ability to remain calm and focused in difficult and stressful situations
• Must take personal initiative for the betterment of the team and facility
• Commitment to the safety and wellbeing of others
• Experience and success in customer service, leadership, and organization
• Action-oriented personality with a 'get it done' attitude and proficiency for efficiency

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Must be able to lift 50 pounds waist high
• May be required to sit or stand for extended periods of time both indoors or outdoors, and squat, stoop, or bend
• Must be able to work in varying weather conditions
• Will be required to operate a computer
• Facility has intermittent noise