Guest Experience Coordinator

Organization Overview:

The Florida Panthers are in their 33rd season in 2026-27 as one of the National Hockey League's premier franchises. As back-to-back Stanley Cup Champions in 2024 and 2025, the Panthers have won 11 of their past 12 postseason series and captured four Eastern Conference Championships. The organization is led by President of Hockey Operations & General Manager Bill Zito, entering his seventh season, and President of Business Operations Michael White, beginning his first full season.

Anchored by a championship culture on the ice, the Panthers are equally committed to building a world-class sports and entertainment platform off of it. The organization focuses on delivering an elite guest experience across all venues, deepening the connection between the team and the South Florida community and continuing to grow the sport for the next generation. The Panthers operate four facilities in Broward County: Amerant Bank Arena in Sunrise which is home of Panthers home games, concerts and events, Panthers IceDen in Coral Springs, the state-of-the-art Baptist Health IcePlex in Fort Lauderdale and renovated War Memorial Auditorium which hosts concerts and events year-round. 

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. That foundation of selfless service shapes the organization's identity at every level. The Panthers' pillar program, "Heroes Among Us," honors a U.S. military veteran at every home game, and the Florida Panthers Foundation directs its efforts across four core pillars: veterans' affairs, children's health and education, raising awareness for the endangered Florida Panther and growing youth hockey throughout the region. The organization remains deeply committed to empowering and strengthening the diverse communities of South Florida and the tri-county area.

Job Title: Guest Experience Coordinator
Department: Baptist Health Iceplex - Guest Services
Reports To: Guest Experience Manager
FLSA: Non-Exempt
Employment Type: Part-Time
Location: Baptist Health Iceplex

Organization Overview

The Florida Panthers are a community focused organization led by an authentic management team that served our country and now serves the South Florida community. Led by General Manager Bill Zito, the Panthers are coming off their best season in franchise history, culminating in a Stanley Cup Championship. Off the ice, the business is experiencing growth across all key metrics and our revenue is at an all-time high. The organization has grown its footprint via the renovation and expansion of the FTL War Memorial complex in downtown Fort Lauderdale. This state-of-the-art facility features two regulation-size rinks, including a new team practice rink with stadium seating, and a 3400-capacity music theatre for live entertainment. The future is bright, and we are very proud of what we are building in South Florida.

Job Summary

The Guest Experience Coordinator provides front line support of the Guest Experience journey including employee oversight and customer interface. Under the direction of the Guest Experience Manager, this position strives to provide the best possible experience for our clients and Guest Experience team members. While on duty, this position is available to Guest Experience team members to attend to immediate issues as they arise and communicates as appropriate with the Guest Experience Manager and other members of the Baptist Health IcePlex management team. 

 

Job Description

• Respond in timely matter via email or phone to customer inquiries and provide them with correct information.

• Coordinate staff, including training and shift scheduling of Party Hosts and Curling

• Provide additional support for Guest Experience Manager throughout events.

• Communicate effectively with staff on upcoming events. Prep and send Event Overviews/Run of Shows. 

• Coordinate with Operations, F&B and other departments to address any issues that may arise during events.

•  Ensure all accounts receivable are paid in full per applicable policies, confirm details with customer.

• Be able to complete any incident reports - skating or premises incident report and inform upper management.

•  Maintain continuous communication with clients to ensure their requirements are met and their expectations are exceeded, and manage guest interactions before, during, and after the event.

•  Conduct debriefing and provide reports on the event's success, including feedback from clients, attendees and staff.

•  Other duties as assigned.

Qualifications 

• Must be available for a variety of hours, including evenings, holidays, and weekends. 
• Must have strong communication skills, be detail-oriented and possess excellent problem-solving skills.
• Must be proficient with Microsoft Word and Excel.
• Must be able to handle a fast-paced environments and multiple tasks at once. 
• Must be able to lift a minimum of 30 pounds.
• Must be able to move easily about the building on a regular basis during each shift to oversee and execute multiple events simultaneously.

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.