Guest Experience Coordinator

The Florida Panthers enter the 2025-26 season as the two-time defending Stanley Cup Champions, having gone to the Stanley Cup Final in each of the past three seasons. The National Hockey League’s southernmost team, the Panthers have reached the postseason in a club-record six consecutive campaigns. The Panthers operate four facilities in Broward County, Florida: Amerant Bank Arena in Sunrise, the Panthers IceDen in Coral Springs, the new state-of-the-art practice facility Baptist Health IcePlex in Fort Lauderdale, as well as the renovated War Memorial Auditorium, which hosts concerts and events for the South Florida faithful.

 An organization with deep roots in the community, the Panthers are owned by Vincent J. Viola, a graduate of the United States Military Academy at West Point and a veteran of the U.S. Army. Emphasizing a culture of selfless service both on and off the ice, the Panthers pillar program ‘Heroes Among Us’ honors a United States military veteran at every game and the Florida Panthers Foundation has four main focuses including veterans affairs, children's health and education, raising awareness for the endangered Florida panther and growing youth hockey.

Job Title: Coordinator, Guest Experience – Amerant Bank Arena & FTL War Memorial
Department: Guest Experience
Reports To: Manager, Guest Experience
FLSA: Exempt
Employment Type: Full-Time
Location: Amerant Bank Arena & FTL War Memorial

Job Summary:
The Guest Experience Coordinator performs administrative functions to ensure operational success at Amerant Bank Arena and FTL War Memorial for all events. The coordinator will create, develop, and supervise the Guest Experience staff and is responsible for delivering exceptional guest service at all events held at these venues.

Essential Duties and Responsibilities:

• Coordinate Guest Services operations in conjunction with the Guest Experience Manager.
• Assist with the scheduling and deployment of event staff, including event supervisors, ushers, ticket takers, and guest services representatives, both internal and 3rd-party staff.
• Interact with the public in areas of customer service, problem-solving, and managing conflicts under time constraints.
• Ability to work independently and within a team.
• Act as Guest Experience MOD (Manager on Duty) for assigned events.
• Coordinate special function scheduling, planning, and execution alongside the Special Events Manager.
• Develop, update, and distribute Guest Services employee policies.
• Provide support to Event Services staff in resolving event-day guest issues and complaints.
• Manage equipment and uniform inventories for the Guest Experience department.
• Work closely with the Guest Experience Manager to develop and conduct continuous on-the-job training for all employees.
• Collaborate with various departments within the organization to prepare and execute events.
• Assist with administrative tasks like preparing and distributing event documents, redeployment information, and staff briefings.
• Oversee scheduling and payroll duties for all part-time department staff, including communication through phone, email, and in-person interactions.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree from an accredited four-year college or university, preferably in Hospitality Management, Tourism Management, Entertainment Management, or Business Management.
• A minimum of 2 years of direct customer service experience; 2 years of experience in a professional environment and/or training, or an equivalent combination of education and experience.
• Excellent communication skills with experience in addressing medium to large groups and the general public.
• Comfortable communicating with people via email, phone, and in person.
• Passion for motivating and developing employees, as well as building relationships.
• Ability to work effectively under pressure and meet strict deadlines while producing accurate results.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to speak effectively before groups of customers or employees.
• Working knowledge of Microsoft Office, Excel, and ABI Scheduling System.
• Bilingual preferred.

Position Type/Expected Hours of Work:
This is an exempt (salary) position. Must be able to work flexible hours, including nights, weekends, and holidays, as needed.

At the Florida Panthers Hockey Club, Arena Operating Company, Panthers IceDen, Sanza Food Service, War Memorial Benefit Corporation, and FLA Team Shop, we strive to make every employee feel valued and respected for who they are and the unique contributions they make. We believe that a diverse and inclusive company is a more innovative and successful company, which is why we aim to infuse diversity, equity, and inclusion (DE&I) into all aspects of our culture and our business.

We welcome all to apply and join our team.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.