Fan Ambassador

Cleveland Guardians; Cleveland (OH); On-site; USD 17,000 - 25,000; Part time

Job summary

The Cleveland Guardians are seeking teammates to join Ballpark Services at Progressive Field in Cleveland, OH. The role focuses on creating a secure, welcoming atmosphere and delivering outstanding service to fans, including accessibility support and event logistics.

Responsibilities include assisting guests, guiding to seats, handling ticketing issues, maintaining cleanliness and safety, and supporting transportation on game nights.

Qualifications

• Previous customer service experience is preferred.
• Ability to push wheelchairs, walk, stand, and climb stairs or ramps during the shift.
• Fundamental computer skills to operate programs related to employment (e.g. tablets).

Responsibilities

• Create and implement memorable experiences by proactively monitoring for opportunities to surprise and delight guests.
• Deliver exceptional service while operating in the Fan Service Center and Upper Fan Services.
• Assist guests in wheelchairs with transportation to and from seats within the ballpark.
• Oversee service recovery for ticketing issues and fan complaints, documenting and tracking all interactions.
• Monitor public areas to maintain cleanliness, order, and safety, reporting findings to Base.
• Support transportation logistics, including parking and shuttle services.
• Assist with the Designated Driver Program as needed.
• Participate in the organization of non-game events (Terrace Club activations, concerts, high school games, etc.).

Skills

Customer service

Wheelchair assistance

Communication

Teamwork

Tools

Tablets

Job description

OH - Cleveland 2.5%
2401 Ontario Street
Cleveland, OH 44115, USA

OH - Cleveland 2.5%
2401 Ontario Street
Cleveland, OH 44115, USA

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 Cleveland Guardians.

The Guardians 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 Progressive Field.

PRIMARY PURPOSE: Create a secure, pleasant, and welcoming atmosphere for all guests at Progressive Field during every fan engagement. Promote enriching experiences through excellent customer service while fulfilling responsibilities that honor, acknowledge, support, and assist our fans. Foster the making of cherished memories, the celebration of families, and the connection between generations of fans, all while striving to establish a friendly and lively environment.

RESPONSIBILITIES & DUTIES:

• Create and implement memorable experiences by proactively monitoring for opportunities to surprise and delight guests, exceeding their expectations and enhancing their overall experience.
• Deliver exceptional service while operating in the Fan Service Center and Upper Fan Services.
• Assist guests in wheelchairs with transportation to and from seats within the ballpark.
• Oversee service recovery for ticketing issues and fan complaints, documenting and tracking all efforts, guest interactions, and observations related to incidents at the ballpark, and escalating issues, as necessary.
• All public areas within and surrounding the ballpark should be monitored to maintain cleanliness, order, and safety, with any critical findings report to Base.
• Support transportation logistics, including parking and shuttle services, and assist with the Designated Driver Program as needed.
• Support the organization of non-game events, which may include activities such as Terrace Club activations, concerts, and high school baseball games, etc.

ROLE REQUIREMENTS:

• Previous customer service experience is preferred, along with the ability to push wheelchairs, walk, stand, and climb stairs or ramps throughout the entire shift (4-8 hours) while remaining motivated and engaged in assigned tasks, all while maintaining a consistently positive, service-oriented, and fan-centric attitude.
• Demonstrates excellent judgment and composure in high-stress situations, with the capability to work independently or collaboratively as required.
• Fundamental computer skills to operate programs related to employment (i.e. tablets, etc.)
• Fulfill physical demands, including the ability to walk, sit, or stand for an entire shift, work extended hours on holidays and weekends, and navigate all areas of the Ballpark.
• Must be at least 16 years old

DEPARTMENT REQUIREMENTS:

• Acquire a thorough understanding of the policies and procedures relevant to the Ballpark Services department and the Cleveland Guardians Organization while also familiarizing yourself with the various departments and their specific staff responsibilities.
• Effectively oversee and enforce policies and procedures, ensuring a professional and friendly demeanor when engaging with guests, while maintaining a professional appearance in accordance with the Employee Handbook and uniform requirements.
• Develop comprehensive knowledge of all areas within the ballpark to accurately assist guests and provide them with precise directions and support.

AVAILABILITY REQUIREMENTS:

• Capable of fulfilling the complete duration of assigned shifts, encompassing pre- and post-event duties as well as rain delays, while being available for extended and irregular hours, including evenings, weekends, and holidays throughout the baseball season, and participating in all mandatory training sessions 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:

• Demonstrates the ability to read, speak, comprehend, and communicate effectively in order to perform job duties and interact with coworkers.
• Represents the Cleveland Guardians in a positive fashion to all business partners, teammates, and the general public.
• Ability to build robust, professional relationships with teammates by demonstrating interpersonal skills, approachability, and a collaborative spirit contributing to a positive, respectful work environment.
• Ability to perform the essential physical requirements of the role as outlined in the job description, which may include extended periods of sitting, standing, lifting, or navigating a multilevel ballpark.
• Adapts quickly and effectively to a fast-paced, dynamic, and diverse work environment.
• Ability to act according to the organizational values and service excellence at all times.
• Willingness to work extended days and hours, including holidays and weekends.
• Willingness to adhere to all Major League Baseball and Club policies

As a proud pillar of the Cleveland community, the Cleveland Guardians are dedicated to building a team that embodies the heart and spirit of our city. We offer compensation and benefits that attract, engage, and retain top talent - individuals who share our commitment to excellence, teamwork, and making an impact both on and off the field.

The expected hourly rate for this position is $14.30. This rate serves as a general guideline; actual compensation will be determined based on a candidate’s skills, experience, and qualifications, as well as market and business considerations.

At the Cleveland Guardians, we are all about creating an environment that brings out the best in everyone. It is a big part of who we are, how we compete, and how we make an impact in our community. We want every employee to feel like they truly belong here.

Qualifications

Skills

Behaviors

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Motivations

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Education

Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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