Guest Services Coordinator

Building A Brand Starts With Our Story

FIRST is a leading global brand experience agency serving clients in various industries, including financial services, technology, new & traditional media, aerospace, healthcare, and professional services. FIRST has received numerous accolades, including being listed among the 2025 Most Innovative Marketing Agencies of the Year by Chief Marketer, named Top Agency of the Year 2024 by Event Marketer, highlighted as a Global Agency of the Year, over 100 Employees by C&IT, and listed among the "200 Top Marketing Agencies" in 2024, 2023, & 2022 by Chief Marketer.

Learn more at www.firstagency.com

Location: New York, NY (5x a week in office)

What You Would Get To Do:

The Guest Services Coordinator is responsible for providing exceptional service and support to event hosts and guests, working closely with Guest Service Team Lead and the Event Management team to ensure seamless event execution. This role involves on-site coordination, communication, problem-solving, and administrative support for the Guest Services team

Your Contributions 

• Act as the primary liaison for event hosts and Guest Services to ensure a successful attendee experience, collaborating with the Guest Services Team Lead and onsite Event Managers to ensure successful event delivery.
• Reviews event needs as it pertains to check-in and registration, badge access and wayfinding; and help clarify hosts concerns
• Support multiple and concurrent events daily, as needed.
• Communicate any pertinent adds/changes to the event team and supporting services lines as needed (ex.  guest count changes, schedule changes, guest arrival and departure times)
• Assist vendor Guest Services Managers in planning for guest arrivals, movement, wayfinding and rooms access for large-scale events
• Provide administrative support, including maintaining tracking tools, event planning documents, standard operating procedures and internal systems up-to-date and accurate.
• Compile reports related to on-site events, including post-event data.
• Introduce hosts to the Guest Services Program and answer FAQs.
• Attend event walkthroughs and take notes of event details.
• Act as a secondary contact and back up to Guest Services Team Lead, including but not limited to:
• Provide Guest Services support and act as a secondary contact to support the Guest Services Team Lead during events.
• Troubleshoot issues and escalate advanced needs to the appropriate Event Management team members, based on the outlined escalation path. 
• Manage site tour schedule including questions about tours and updating and managing tour trackers and calendars. 
• Oversee guest services apparel process, including placing orders and managing laundering.
• Work across multiple event spaces, requiring travel between different floors and buildings.
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What We Are Looking For 

Please be aware that we know experience does not always look like we describe it. If you believe you would be an excellent fit for this role, please apply - we would love to see how you could fit at First. 

• 1-2+ years of relevant work experience 
• Google Workspace experience 
• Some people management skills with the ability to lead by example
• Excellent written and oral communication skills at all levels 
• Decision maker and problem solver with a collaborative/team-player attitude
• Positive and caring approach to team management
• Experience working cross-functionally with all levels of stakeholders in a fast-paced environment
• Creative problem solver, resourceful, team player
• Adaptability to situations and ever-changing demands
• Highly organized with the ability to handle multiple tasks to meet strict deadlines
• Excellent time management and multi-tasking skills
• Ambitious and proactive with a calm and flexible approach to handling pressure
• Experience working on large and complex databases
• This role will be assigned to a primary location but will require flexibility to be deployed to support across the campus as required

At FIRST, we believe that our success is driven by the passion, creativity, and commitment of our teams. That's why we offer a range of benefits and perks to support your personal and professional growth:

• Medical, Dental & Vision which includes the option of a high deductible health plan (HDHP) with a health savings account (HSA)
• 401 (k) 
• Five Flexible Spending Accounts Options
• Generous Paid Time Off Allowance
• Employee Assistance Program (EAP)
• Life, Disability & Pet Coverages
• Wellness Stipend
• Mobile Phone Allowance
• Complimentary access to Headspace, Teladoc, Maven, Rocket Lawyer, Mobilo & more
• Aura Identity Theft Protection
• Discretionary Bonus Structure
• Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.

United States Residents: The base pay for this position ranges from $64,350.00 - $72,000.00. This role is also eligible for overtime pay + an annual discretionary bonus. #LI-ONSITE

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