Fan Ambassador (PT)

PRIMARY PURPOSE: Provide a safe, enjoyable, and comfortable environment for all visitors to Progressive Field through each fan interaction. Cultivate positive experiences through outstanding customer service while performing duties to celebrate, recognize, support, and assist our fans. Embrace the creation of memories, celebration of families, and the connection of generations of fans while striving to create a welcoming and vibrant  atmosphere.

RESPONSIBILITIES & DUTIES:

• Deliver outstanding customer service by actively engaging, welcoming, directing, addressing questions, and resolving complaints for all guests at Progressive Field
• Create and execute WOW / surprise & delight experiences leaving a lasting impression
• Monitor opportunities to positively impact and exceed fan expectations
• Operate autonomously, making independent decisions that prioritize the interests of both fans and the Guardians organization
• Proactively manage service recovery when necessary, addressing issues such as ticketing, in-ballpark incidents, and fan complaints, either independently or by escalating when appropriate
• Cultivate strong relationships with both guests and Progressive Field employees
• Provide excellent service while working in the Fan Service Center and Upper Fan Services
• Document and track all efforts including service recovery, surprise and delight, and ballpark incidents and observations.
• Enforce regulations in designated areas, specifically the No Standing Areas down the 1st and 3rd baselines
• Assist guests in wheelchairs to and from seats inside and outside of the ballpark
• Provide support to transportation logistics including entrance and parking in the Gateway East Garage and shuttle services
• Demonstrate the ability to hear, comprehend, and disseminate instructions, especially during emergencies
• Become familiar with every position on all levels of the ballpark to assist others within the department, as needed
• Observe all public areas inside and outside of the ballpark to maintain cleanliness, order and safety
• Assist with non-game events (Terrace Club, high school baseball games, etc.)
• All other duties as assigned by the Manager
  
  Typical Work Hours (subject to change depending on game/gate time)

  • Night Games: 5:00 p.m. start

  • Day Games: 10:00 a.m. start

  • Break times are determined by your Supervisor

ORGANIZATIONAL REQUIREMENTS: 

• Reads, speaks, comprehends, and communicates English effectively in all communications. 
• Represents the Cleveland Guardians in a positive fashion to all business partners and the general public. 
• Ability to develop and maintain successful working relationships with members of the Front Office. 
• Ability to act according to the organizational values and service excellence at all times. 
• Ability to work with diverse populations and have a demonstrated commitment to social justice. 
• Ability to walk, sit or stand for an entire shift. 
• Ability to work extended days and hours, including holidays and weekends. 
• Ability to move throughout all areas and levels of the Ballpark. 
• Ability to work in a diverse and changing environment. 
• Occasional physical activity such as lifting and carrying boxes up to 25 lbs.

Please send any questions or interested candidate resumes to Melissa Lias (lias.melissa@cuyahogabdd.org)