Premium Service Specialist at Tampa Bay Lightning in Florida

Job Summary

The Premium Service Specialist, Suite Services, is responsible for delivering exceptional service and support to suite holders and prospects across all events, including hockey games, concerts, and special events. This role serves as the main contact for Group Party Areas cross-functionally with sales, event operations, and food & beverage teams to ensure a world-class premium guest experience

Essential Duties & Responsibilities

• Act as the primary liaison for GPA’s, managing all customer service and ticketing inquiries.
• Provide full-service account management for all events, including NHL and non-hockey games, concerts, and private functions.
• Provide support to sales and service with key business plan initiatives and new opportunities throughout the year
• Collaborate with the Suite/Loge Services team to ensure seamless execution of game night and event responsibilities.
• Organize and execute proactive service initiatives including special events for premium clients
• Work in close partnership with the Suite Sales team to support the servicing of both current clients and prospective buyers.
• Maintain and update client databases, tracking preferences, attendance patterns, and client feedback.
• Oversee premium inventory, ensuring accurate records and coordination of hospitality elements such as food, beverage, and VIP services.
• Create and maintain detailed reports, including Excel trackers, PowerPoint presentations, and Word documents to support operational planning and strategic initiatives.
• Assist with seasonal gifting such as client merchandise orders, closet inventory, special event gifting, and game night giveaway.
• Oversee internal signing opportunities for Suite/Loge clients.
• Create and distribute client communication including event letters and event night rental letters.
• Responsible for distributing the Suite Department allotment of hospitality tickets for all events.
• Act as the primary cross-departmental liaison for special events and company initiatives.
• Serve as the main point of contact for promoter suites working with the Event Booking team.
• Manage department fan experiences including jumbotron messages and coordinating Alumni visits.
• Other duties as assigned

Game/Event Responsibilities

• Game/Event Night responsibilities: Yes
• Approximate number of events worked per year: 20

Qualifications

• Bachelor degree required
• Minimum of 2 years in the service industry, preferably within sports and premium hospitality
• Excellent written and oral communication skills
• Ability to work collaboratively with others
• Ability to handle all situations in a confidential and professional manner
• Career oriented in the sports and entertainment industry
• Exceptional work ethic and positive attitude
• Ability to exercise discretion and make swift decisions using sound judgment
• Highly organized, strong attention to detail, and ability to multi-task
• Proficient in database software, such as Archtics and Microsoft CRM
• Proficient in Microsoft Office (Outlook, Word, PowerPoint, and Excel)

Working Conditions

• Ability to work efficiently and effectively in office and arena environment that can be exciting, loud and distracting
• This is an onsite role; flexibility to work a minority of time remotely.
• Ability to work extended hours including late nights, holidays, and weekends as needed
• Ability to lift/carry/move up to 10lbs
• Ability to work in cold/hot indoor and outdoor temperatures
• Ability to commute/travel within the Greater Tampa Area and the US for up to one-week at a time
• Ability to work in areas that can become crowded with equipment and/or people
• Ability to work comfortably around special effects including, but not limited to: haze, strobe lights, lasers, etc.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.