Coordinator, Guest Services - Experience

The Washington Commanders are seeking a motivated and detail-oriented Coordinator to join our Guest Services team. Reporting to the Manager, Guest Services - Experience, this role plays a key part in supporting the development and execution of employee recognition, engagement, communication, and service recovery initiatives across the Guest Services department. The Coordinator assists in planning and coordinating programs that celebrate staff achievements, strengthen team culture, and enhance the overall employee experience. This includes supporting recognition campaigns, incentive programs, internal communications, staff events, and guest-facing service recovery efforts. The role ensures all initiatives are executed smoothly, consistently, and in alignment with organizational standards. We are looking for a proactive, organized, and high-energy individual who thrives in a fast-paced environment and can effectively manage multiple priorities while fostering a positive and engaging staff experience. The Coordinator will work closely with the Manager and cross-functional partners to ensure alignment, clear communication, and consistent execution—empowering the Guest Services team to deliver their best every gameday and event.

KEY RESPONSIBILITIES

Gameday Operations Serve as the first line of communication to Guest Services gameday supervisors and assigned teams of gameday staff. Support gameday staff performance, including corrective action, coaching, and recognition, in coordination with the Manager, Guest Services - Experience. Enforce stadium policies and procedures related to service, safety, and security. Maintain a strong leadership presence and ensure teams are properly staffed during all stadium events. Support the overall employee experience on gameday, including check-in, meals, security processes, giveaways, and related duties. Assist with distributing gameday/event communications, including flyers, emails, and Production Notes. Lead Service Recovery efforts during games and events. Manage the general Guest Services fan inbox and ensure timely, professional responses. Team Engagement & Staffing Work with the Manager, Guest Services - Experience to support oversight of nine Guest Services gameday teams, including ADA, premium, and hospitality teams. Assist in creating and delivering Guest Services training programs, including Orientation, virtual platforms, leadership conferences, and training materials. Update Guest Services policies, procedures, and Playbooks. Support employee recognition, incentive programs, and staff events; collaborate with stadium partners on communication and execution. Guest Experience Strategy Support the full Service Recovery program, including managing the Service Recovery Team, guest outreach, make-goods, and coordination with security to review issues and drive solutions. Ensure flawless execution of all guest experience and employee engagement activations. Demonstrate and uphold the Commanders' Standards and Core Values for both employees and guests. Serve as a positive brand ambassador at all times. Lead the Lost & Found program, including inventory, ordering, guest communication, and maintaining the lookbook in alignment with Commanders Standards. Manage Stadium Tour program scheduling, staffing, and payroll; collaborate with Events and Sales teams on execution. Cross-Functional Collaboration Collaborate with external partners on employee experience and engagement initiatives. Reporting & Insights • Provide post-game and post-event recaps and reports to the Manager, Guest Services - Experience.

REQUIRED EXPERIENCE

Must be 18 years or older Bachelor's degree in sports management, hospitality, business, or equivalent. Minimum 2+ years of experience in hospitality, guest experience, or sports. Strong leadership and team-building skills with the ability to motivate and manage a diverse staff. Solid understanding of customer service principles, policies, and procedures. Effective verbal and written communication skills. Creative, resourceful, and strong problem-solving abilities. Ability to manage multiple priorities in a fast-paced environment with frequent interruptions and tight deadlines. Experience with scheduling platforms (e.g., ABI), payroll systems, or invoice management is a plus. Ability to stand for long periods, walk long distances, and climb stairs as required.

CORE COMPETENCIES

Leadership under pressure Guest-first mindset (with real examples) Decision-making in ambiguity Communication and presence Operational discipline We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.