Guest Experience Host

JOB DESCRIPTION

Job Title: Premium 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. Premium Guest Experience 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, premium spaces, the seating bowl and entry gates.

Essential Functions:

• Must be available to work at least 60% of all baseball and large non-baseball events, including 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.
• Exemplify and embody the T-Mobile Park Premium Principles: benchmark the experience with each interaction—your interaction sets the tone; anticipate guests needs—be ready to engage at all times; elevate the experience—each engagement is an opportunity to connect.
• Greet guests with a positive, professional and helpful demeanor upon arrival and departure. Offer assistance including directions, game schedules, public transportation and other information as necessary.
• Proactively identify opportunities for providing an elevated experience, such as first visits, birthdays, anniversaries, and other celebrations.
• Be prepared and willing to work in a variety of premium areas and assignments as needed on an event-by-event basis.
• Utilize ticket scanning equipment to assist guests at entry gates.
• Be knowledgeable and familiar with the ballpark, with emphasis on premium areas and seating locations; review guests’ tickets for valid date and seat/suite location; clearly communicate directions and assist them in identifying their seats using 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 the ballpark by reporting security, safety, and housekeeping issues via appropriate communication channels, including 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.
• Present yourself in a confident and professional manner in both appearance and personality.
• Maintain expectations and standards provided during training and daily briefings, including upholding confidentiality for any guest or Team Member related incidents or issues.
• 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.
• Minimum 1 year of hospitality or premium experience required.
• Previous experience with sports, entertainment or a related field required.
• Previous customer service experience required.

Competencies, Knowledge,

Skills and Abilities

(KSA’s):

• Authentic and Aware:
  Exemplifies the highest standards of professionalism and ethics, treats everyone with respect, and is open to feedback.
• Communicate and Collaborate:
  Values others, shares information transparently, fosters a collaborative environment and communicates clearly in writing or verbally.
• Execute with
  
  Purpose:
  
  Takes action, demonstrates accountability, manages time and resources effectively, and strives for excellence.
• Adapt and…