OhioMeansJobs|Cleveland-Cuyahoga County is sourcing for a Fan Ambassador 16 years and older at a sporting venue in downtown Cleveland.
Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Company.
The Company are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to company location.
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
- Proactively execute service recovery when and where appropriate
- 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
- Support the daily operations of the Designated Driver Program.
- 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; report findings to Base.
- Assist with non-game events (Terrace Club, high school baseball games, etc.)
- All other duties as assigned by the Manager
The Company are committed to developing and maintaining an environment that embraces all forms of diversity to enrich our core values, enhance our competitive position, strengthen our impact within our community, and foster a greater sense of belonging for our employees.
In this spirit, we know studies have shown that people from historically underserved groups - including women and people of color - are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job and understand that candidate may bring certain skills and experiences to the role that are not listed above, but that would add tremendous value to our organization. We would encourage you to apply, even if you don’t believe you meet every one of our qualifications described.
ROLE REQUIREMENTS:
- Previous customer service experience preferred
- Maintain a consistently positive, service-oriented, and fan-centric demeanor at all times.
- Demonstrates excellent judgment and composure when handling high-stress situations
- Capability to work independently or collaboratively as needed
- Fundamental computer skills to operate programs related to employment (i.e. tablets, etc.)
- Must be at least 16 years old
DEPARTMENT REQUIREMENTS:
- Familiarize yourself with and comprehend the relevant policies and procedures of the Ballpark Services department and the Cleveland Guardians Organization
- Develop a clear understanding of various departments within the organization and the specific responsibilities of staff members in the department
- Effectively monitor and implement policies and procedures, maintaining a professional and friendly demeanor when interacting with guests
- Gain comprehensive knowledge of all areas within the ballpark to provide accurate directions and assistance to guests
- Maintain a professional appearance in compliance with the Employee Handbook and our uniform requirement
AVAILABILITY REQUIREMENTS:
- Ability to work entire assigned shift, this includes but not limited to pre and post events, and rain delays.
- Ability to work long and irregular hours including nights, weekends, and all holidays during the baseball season.
- Attend all required trainings and daily briefings.
- Must be available for a minimum of 40 out of 81 home games each year (50%)
- 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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Interested Candidates, please contact:
LaShorn K. Caldwell, Recruiter
lcaldwell@dwfs.us
216-777-8227
