Guest Experience Host

JOB DESCRIPTION

Job Title:

Guest Experience Host

Department:
Ballpark Operations

Reports To:

Zone Supervisor

Status:
Event Staff, Seasonal, Non-Exempt

Primary Objective:
You will be one of the first friendly faces to proactively welcome guests to the ballpark. Hosts are responsible for contributing and creating exceptional experiences for all guests by providing courteous, friendly and knowledgeable service. You will be supporting different areas of the ballpark including, but not limited to, the seating bowl, vertical transportation, public concourses, and entry gates.

Essential Functions:

• Must be available to work at least fifty percent (50%) of all baseball and large non-baseball events which includes weekdays, weekends and holidays.
• Deliver prompt, friendly and courteous guest service in accordance with Mariners Way standards, providing guests with an exceptional game and event experience.
• Greet guests with a positive, professional and helpful demeanor upon their arrival and departure from the ballpark.
• Offer assistance including directions, game schedules, public transportation and other information as necessary.
• Utilizing ticket scanning equipment to assist guests at entry gates.
• Closely review guests’ tickets for valid date and seat/suite location; clearly communicate directions to guests and assist them in identifying their seats utilizing facilities via stairs, escalators, elevators, and/or ramps.
• Monitor assigned area at all times; be on constant watch for injuries that may result from a foul ball, a home run ball, a slip and fall, etc.
• Clearly communicate - location and other relevant information regarding unruly or intoxicated guests, any situation requiring medical attention, or situations requiring clean-up to the appropriate department via communication device and/or radio.
• Ensure walkways and aisles are always clear by effectively communicating the need to keep passageways clear with guests or vendors who are blocking walkways.
• Help Event Operations organize and distribute promotional items at gates and select areas throughout the ballpark when needed.
• Proactively monitor and report Fan Code of Conduct issues.
• Caring for our ballpark by reporting security, safety, and housekeeping issues via appropriate communication channels; including but not limited to portable devices.
• In the event of an emergency, redirect guests from elevators and escalators to ramps and stairwells.
• Attend all mandatory Team Member meetings and training.
• Will perform other duties as assigned.

Education and Experience:

• High school diploma or GED preferred. Equivalent, relevant work experience may be considered in lieu of formal education if approved by management.
• Previous customer service experience preferred.
• Ability to understand and utilize technology, including but not limited to radios, communicator devices, and ticket scanners.

Competencies, Knowledge,

Skills and Abilities

(KSA’s):

• 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,…