Guest Relations/Guest Experience Intern

Job Title: Guest Relations/Guest Experience Intern

Department: Guest Relations & Guest Experience

Business Unit: Kroenke Sports and Entertainment

Location: Denver, CO

Reports To: Director, Guest Relations and Experience

Employment Type: Non-Exempt, 20 hours per week

Supervisor Position: No 

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The Guest Relations & Experience Internship provides an opportunity to learn about the planning, execution and implementation of guest services at Ball Arena and DICK’S Sporting Goods Park. Interns will participate in the day-to-day operations of the Guest Relations & Guest Experience departments, assist with various departmental game and event night responsibilities and initiatives and learn how to effectively manage and train department staff. This position will also assist the Guest Experience department with planning and implementing training for all part time event staff, as well as the management and execution of the Memorable Moments team member appreciation program. The ideal intern should have strong communication skills, possess a desire to learn about conflict resolution and event management and be available some nights and weekends.

 

·       Assist with Guest Relations training for Ball Arena and DICK’S Sporting Goods Park

·       Assist with Guest Experience training for all Ball Arena and DICK’S Sporting Goods Park part time staff, including vendor partners

·       Plan and coordinate all aspects of Guest Relations Employee Appreciation events

·       Assist with team member appreciation programs, including cross-department communication, organization, and distribution of program materials

·       Shadow Manager on Duty during events including Guest Relations/Experience and other Venue Operations departments

·       Assist with office duties to include checking voicemails, compiling and mailing pocket schedules on request, compiling guest survey data, and responding to guest emails

·       Conduct research and create presentations for proposed program initiatives, staying up to date on league(s)/venue best practices for enhancing the guest experience

·       Attend weekly Venue Operations and Event meetings

·       Manage events including preparation of pre-event materials, assigning staff positions, taking calls and being point of contact during event and preparing post event budget

·       Field ASL interpreter requests for events and facilitate the interpreter request process from beginning to end

·       Assist with New Hire Onboarding Tour at Ball Arena

·       Assist with covering in bound phone calls to Guest Relations and main Ball Arena reception phone line when needed

·       Respond to and assist guests who request to be contacted in post-event surveys

·       Other duties as assigned

Performance Requirements/Skills 

·       Strong written and verbal communication skills

·       Strong organizational and multi-tasking skills

·       Working knowledge of Microsoft Office including Word, Excel, Outlook and Publisher

·       Ability to work in a fast-paced environment with multiple departments and multiple companies

·       Ability to provide workers’ compensation and general liability insurance from the university sponsoring internship experience

·       Ability to work independently

·       Strong professional presence

·       Willingness to learn and contribute to team goals

·       Available to work some nights and weekends

·       Ability to acquire or produce and maintain a valid Colorado driver’s license and meet company vehicle driving standards, preferred

 

·       High school diploma or GED required

·       Some college/university preferred

·       Some prior customer service experience and/or event planning experience preferred

 

Compensation 

·       Base Salary Range: $14.77/hour

·       20 hours per week