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Facility Operations/Security: Event Guest Relations
Guest Services Coordinator - The Detroit Lions and Ford Field Management, LLC. (Detroit, MI)


Ford Field Management, LLC is Detroit’s premier sports and entertainment destination and is the game day home of the Detroit Lions.  Throughout the year, Ford Field hosts events such as concerts, motorsports, college sports, high school and college graduations, and more.  Ford Field also has space available for conferences, meetings, and banquets.  Ford Field has hosted major events such as Super Bowl XL and the 2009 NCAA Men’s Basketball Final Four.

Ford Field Management and the Detroit Lions currently have a need for a Guest Service Coordinator.  This new position is based out of the Ford Field stadium located in Downtown Detroit.  This position will report to the Director of Guest Services. 


This Guest Services Coordinator is responsible for delivering a high level of customer service and communication.  This person will assist with the day-to-day operations of the department and provide support in the areas of administrative assistance, staff training, customer service, and event coordination.  This position will also work with the Operations and Ticketing departments to achieve customer satisfaction, renewal, and long-term account goals that are in line with the company’s overall objectives.   

 ESSENTIAL FUNCTIONS (including, but not limited to):

The Guest Services Coordinator will have daily responsibilities including, without limitation, the following:

  • Provide excellent customer service; troubleshoot client concerns and resolve issues
  • Document and track guest suggestions, complains, and comments in order to make improvements
  • Answer guest questions and concerns from phone calls, letters, comments forms, voice mail & social media
  • Follow-up with incidents in a proficient manner and work to turn negative situations into positive relationships
  • Review and follow up with the incidents and guest comments forms from the ISS system.  Update the system with the follow-up and resolution content and close out the reports
  • Answer phone calls, picking up the messages on the Service line & assisting with returning calls
  • Work with the Marketing department to distribute the promotional contest prizes
  • Collect Designated Driver totals to send to Team Coalition after each game
  • Update the voicemail with new information and updates


  • Assist with the customer service training rollout to transform the service culture and enhance the hospitality experience. Set up & help facilitate training sessions, focus groups, workshops and the employee recognition program. Plan a pre-season pep rally and post season recognition party for the event staff
  • Training of the event staff during the off-season which will include explaining the importance of their role in providing exceptional customer service and emphasizing the Ford Field philosophies, goals and expectations
  • Assists with touch-points to ensure that a mutually beneficial relationship is being developed and deepened with every account holder and ticketed guest
  • Become familiar with the Veritix Back Office ticketing system, Microsoft CRM & ISS Incident Management system
  • Assist account holders with questions, payments, invoicing, account changes, address changes and transfer
  • Respond to the Guest Services emails daily and will forward over those that require more in depth follow-up
  • Gather updated information and creating informational sheets for the staff briefing before Lions game and events
  • Keep the Guest Services binders up to date with information and stocking the Guest Services desks with supplies
  • Create follow-up reports to send to the Events & Partnership department
  • Mailing out letters including medical, guest recovery packages.  Develop a seat visit list to follow-up with guest concerns on game day
  • Assisting gathering information regarding ejection numbers, incidents & complaints to report to the NFL after each game
  • Work with the Operations department to gather information for the game notes
  • Work with the maintenance department to make maintenance concerns are addressed before each game. Contact the Season Ticket Members with updates
  • Assist with the completion, updates and distribution of the Operations Guide, Parking guides and Fan Guides.
  • Maintain and create files as necessary
  • Recommend initiatives designed to enhance sales, customer services, and event operations
  • Coordinate autograph inventory and create an organized platform to maintain and distribute items for guest recovery efforts
  • Perform other duties as assigned


  • Bachelor’s Degree in Business, Communications, Sports Management, Hospitality or related field
  • At least 3 years of service experience preferred and experience working with a professional sports team a plus
  • Proficient computer skills including experience with MS Office products, including but not limited to, Word, Excel, and Outlook with the ability to learn new programs
  • Working knowledge of Microsoft CRM and Veritix ticketing platform preferred
  • Strength in time management, administrative ability, organization, and customer service skills
  • Proven ability to communicate effectively with the public in a professional manner
  • Maintains a professional image and demeanor
  • Strong ability to work well with co-workers and supervisors in a team environment
  • Self-motivated and able to function in a fast paced environment
  • Excellent organization skills and ability to multi-task
  • Excellent verbal and written communication skills; ability to present ideas clearly and concisely
  • Ability to be a team player and support team and departmental goals
  • Ability to maintain the highest level of confidentiality
  • Valid Driver’s License and good driving record
  • Ability to work a flexible schedule including nights, weekends and holidays


To Apply

To apply, please submit a copy of your resume along with a cover letter detailing your interest and related experience to the position.

Due to the high volume or resumes received, we regret that we are unable to update candidates on the status of their application. Those selected for further consideration will be contacted. NO CALLS or EMAILS PLEASE.

Equal Opportunity/Affirmative Action Employer

Note: When you apply for this job online, you will be required to answer the following questions:

1. Do you have a Bachelor’s degree in Business, Communications, Sports Management, Hospitality or a related field?

2. Do you have at least 3 years of Customer Service experience? If so, describe your service experience. This should include how many years of service experience you have.

3. Do you have experience with Veritix or any other ticket management system? If so, please describe how many years you have worked with the system(s) and what specific system(s) you’ve worked with.

4. What is your salary expectation for this position? Candidates who fail to provide an appropriate response will not be eligible for consideration.

5. Please briefly describe a situation where you provided excellent customer service to a client.

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