Host Captain

JOB DESCRIPTION

Job Title:

Host Captain

Department:
Ballpark Operations – Guest Experience

Reports To:

Zone Supervisor Status:
Event Staff, Seasonal, Non‑E

Directly Supervises:
Designated Event Staff on Team/Zone

Primary Objective:
Lead with a positive attitude and demonstrate commitment to all Team Members. Manage and teach the operation while holding Team Members accountable for delivering the Mariners Way, our guest service philosophy, to guests and to each other. Responsible for helping execute day to day operations for baseball and large non‑baseball events.

• Must be available to work at least 75% of baseball and large non‑baseball events.
• Will attend all Homestand leadership briefings with Zone Supervisors and management staff.
• Will participate in Zone/Leadership briefings and conduct shift briefings for all Team Members within their respective Team.
• Lead and supervise team members during the assigned shift, ensuring smooth operations and adherence to company policies.
• Will provide documented performance feedback and recommendations for corrective action and positive recognition to Zone Supervisor.
• In‑shift monitoring of staff time – punching in/punching out, lunches, breaks, etc.
• When directed, coach and teach Team Members in improved incident reporting.
• Will ensure evacuation procedures/emergency procedures are followed and taught to all Team Members.
• Provide timely feedback to ensure Team Members are providing exceptional guest service to all guests.
• Inform Zone Supervisor and Sr. Manager, Guest Experience of any guest or Team Member issues that require escalation or visibility from Ballpark Operations Management or People and Culture.
• Troubleshoot quickly and efficiently to solve guest issues escalated by Team Members.
• Follow appropriate protocol in responding to sensitive situations including injuries, incidents involving alcohol or related to derogatory language, and unruly guests.
• Will document all incidents in shift using an incident card and is responsible for collecting other relevant incident cards and providing them to their Zone Supervisor in‑shift or by end of shift.
• Helps directs Team Members to the correct resource for requests including reasonable accommodations, Leaves of Absence, resignations, retirements, and any other action that is a change in employment status.
• Attend mandatory trainings and meetings.
• Other duties as assigned.

• Minimum of one (1) year of leadership experience in large facility guest experience/operations, preferably in major league sports or entertainment.
• Ability to understand and utilize technology, including but not limited to radios, communicators devices, laptops, printers, and ticket scanners.
• Management experience required. High School Diploma or GED Equivalent.

• Authentic and Aware:
  Exemplifies the highest standards of professionalism and ethics, demonstrating a dedication to doing the right thing and treating everyone with respect. Is self‑aware and open to feedback, ability to speak the truth with a positive intent, foster a culture of honesty and builds trust with the team. Commitment to the organization’s mission is evident in both words and actions, aligned to actively contribute to the fulfillment of organizational goals.
• Communicate and Collaborate:
  Values others and their views, actively engaging and partnering with team members. Seeks clarity and shares information transparently, fostering a collaborative environment while influencing others and aligning support. Excels in seeking out and leveraging the right resources, engaging in teamwork with a positive and productive approach. Whether verbally or in writing, communicates in a clear and constructive manner, contributing to an engaged and efficient workplace.
• Execute with
  
  Purpose:
  
  Takes action and demonstrates accountability, leading with a sense of urgency and dedication to achieving results. Sets and meets challenging expectations for themselves and others, making timely, data‑driven decisions and taking ownership of outcomes. Approachable, engaged, and committed; sets a positive tone and cares deeply about the…