Coordinator, Guest Experience

At the Blank Family of Businesses, our Core Values drive our culture, guide our decisions, and make our organization a great place to work.

GIVE BACK TO OTHERS

Recognize that the well-being of business cannot be separated from the well-being of society. Join in our ongoing eff­orts to give back through time, talents, labor and financial commitment.

LEAD BY EXAMPLE

Demonstrate an entrepreneurial spirit that supports our culture and vision. Take full advantage of our empowerment philosophy by o­ffering suggestions, making decisions and taking responsibility for actions. Stand up for your convictions and vocalize your opinions.

INNOVATE CONTINUOUSLY

Constantly seek new ways to improve results and move above and beyond what seems possible. Demonstrate non-stop reinvention. Do not let unnecessary bureaucracy kill innovation. Implement high quality, new processes, products, services, or solutions that meet or exceed the needs and expectations of our customers.

PUT PEOPLE FIRST

Demonstrate understanding that people are the center, the heartbeat of any successful enterprise. Build rapport and trust by demonstrating sensitivity and respect for others. Empower and listen to associates because they are our number-one source for information and ideas. Invest time and resources in developing associates’ skills and assisting them in managing their careers.

LISTEN AND RESPOND

Listen to internal and external customers (fans, grantees, players, associates, vendors, partners) to understand what they need. View customer needs as golden opportunities that, when creatively addressed, will enhance our competitive edge and the environment in which we all work and professionally grow. Dedicate the needed resources, time and energy to creating lasting value for all customers.

INCLUDE EVERYONE

Our individual diff­erences make our organization more valuable. Value diverse ideas, experiences, skills, work styles and backgrounds. Harness individual diff­erences to create a competitive advantage and better support our partners. Encourage others to accept and capitalize on diversity.

Position Description

The Coordinator, Guest Experience plays a vital role within the Guest Experience team, supporting a wide range of departmental initiatives and daily operations. This position is responsible for coordinating guest communications, supporting event-day execution, managing programs such as Lost & Found, and facilitating briefings and Welcome Home Training in partnership with the Team Member Experience team.

The ideal candidate is passionate about delivering exceptional guest experiences, embracing innovation, leading presentations, and solving problems in a fast-paced, guest-focused environment. Success in this role requires strong communication skills, attention to detail, and a commitment to continuous improvement and service excellence. This position is well-suited for individuals who are driven, collaborative, and motivated by the opportunity to make a meaningful impact on both guests and team members. The Coordinator, Guest Experience reports to the Senior Manager, Guest Experience.

This fully onsite role is based at Mercedes-Benz Stadium in Atlanta, GA.

Roles and Responsibilities

Administrative & Guest Support

• Manage guest communications, including general inquiries, emails, voicemails, feedback, concerns, and service recovery opportunities.
• Coordinate accessibility requests and other guest accommodations to ensure an inclusive and welcoming experience.
• Administer the Lost & Found program, including item intake, inventory management, tracking, and guest reunification efforts.
• Generate after-activation reports in 24/7 Software in preparation for event debriefs.
• Coordinate & execute the designated driver program including set up, break down, reporting and external communication with partner organizations, including the NFL.
• Support training programs through preparation, facilitation, material management, and day-of execution.
• Assist with hiring events including candidate scheduling, tracking, and event coordination.
• Coordinate departmental briefings by scheduling guest speakers, event details with stadium operations, confirming participation, and ensuring presenters are prepared and informed.
• Support ABI scheduling and serve as backup support when needed.
• Support Workforce Operations and Team Member Experience when needed.

Event Day Operations

• Must be able to effectively present event-day materials and communicate key information to the Game Day Leadership Team.
• Track, document, and report guest recognition, service recovery, and surprise-and-delight initiatives to ensure accurate records, inventory accountability, and program effectiveness.
• Develop and maintain event-day resources, including briefing sheets, presentation decks, resource cards, and operational tools.
• Complete event-day operational checklists to ensure Guest Services amenities are fully prepared and guest-ready.
• Ability to effectively navigate difficult conversations with associates while maintaining professionalism, empathy, and accountability.
• Actively participate in game-day huddles to build relationships, foster trust, and strengthen engagement with team members.
• Support and work a majority of major events, providing operational and administrative assistance to ensure successful department execution.
• Coordinate staffing and scheduling for Westside Ambassadors (WSAs), ensuring appropriate coverage and deployment across the venue.
• Coordinate egress operations across multiple teams to ensure a safe, efficient, and seamless departure experience for guests.
• Coordinate premium space wristband inventory and event-by-event distribution counts, ensuring accurate allocation, reconciliation, and accountability for all premium areas.
• Ensure exterior wayfinding signage and ADA amenities are in place and fully operational ahead of event day.

General

• Support Guest Experience departmental initiatives, projects, and special events as assigned.
• Collaborate with cross-functional teams to deliver exceptional guest and team member experiences.
• Perform other duties and responsibilities as assigned.

Qualifications and Education Requirements

• Stadium or Arena experience preferred
• Minimum 2 years of customer/guest experience preferred
• Bachelor’s degree preferred
• Proficiency in Microsoft products including Word, Excel, Publisher, PowerPoint; Teams
• Comfortable speaking and presenting in front of large groups
• Must be able to lift, push or pull 25-40 lbs. as needed
• Ability and willingness to work outdoors for extended periods in varying weather conditions, including heat, cold, rain, and other event-day environmental conditions.
• Ability to work flexible hours including evenings, weekends and holidays