Fan Ambassador Lead

Cosm; Atlanta (GA); On-site; USD 17,000 - 25,000; Full time

Job summary

Cosm in Atlanta seeks a Fan Ambassador Lead to guide guests from arrival to departure, ensuring a memorable, safe, and welcoming experience. You will support training, assist with resolving guest concerns, and help supervise the team in the absence of a supervisor.

You will partner with leadership to maintain venue operations, answer inquiries, assist with event setup and breakdown, and uphold the Pillars of Service while fostering a connected, optimistic team environment.

Qualifications

• Previous guest services management experience is preferred but not required.
• Excellent communication and professional interpersonal skills required.
• Must be fluent in English and able to write in basic English.
• Must be of legal age to work unrestricted hours per local/state laws.
• Must be able to stand, walk and lift up to 10 pounds.

Responsibilities

• Bring the Pillars of Service to life through team and guest interactions.
• Foster a connected, one-team environment and ensure guest satisfaction.
• Assist in training Fan Ambassadors to deliver a memorable guest experience.
• Administer and regulate breaks while maintaining coverage.
• Demonstrate communication, time management, and leadership skills.
• Support daily operational needs with an optimistic, team-first mindset.
• Ensure guests are cared for from arrival to departure, creating a memorable experience.
• Engage guests, coworkers, and leaders with a positive, friendly approach.
• Provide best-in-class service including greeting guests, scanning tickets, and assisting with ticket sales and retail.
• Answer questions, concerns, and provide wayfinding in a service-oriented manner.
• Maintain knowledge of products, services, promotions, and events.
• Maintain clean, organized, guest-ready work areas and support venue flow.
• Follow safety guidelines to maintain a safe working environment for guests and team members.
• Maintain a friendly, optimistic attitude toward guests and team members.

Skills

Excellent communication

Interpersonal skills

Guest services management

Retail management

Fluent English

Job description

Summary

At Cosm, we don't just show fans (guests) something extraordinary; we guide them through an unforgettable experience. From entrance to exit, every role matters, every detail counts, and every interaction shapes the experience.

This is hospitality. This is Shared Reality. This is what it means to be CosmWorthy

The Fan Ambassador Lead plays a key role in delivering a Cosmworthy and memorable Fan (guest) experience by supporting the daily operations. This role partners with leadership to help oversee Fan Ambassador operations, support training, assist with resolving fan (guest) concerns, and help oversee the team when a supervisor is not present. The Fan Ambassador Lead also supports overall venue operations by assisting with fan(guest) wayfinding, answering phone inquiries, supporting event setup and breakdown, and helping maintain a safe, welcoming environment for all fans (guests) and team members.

Responsibilities

• Bring the Pillars of Service (Connected, Optimistic, Service Oriented, and Memorable) to life through team and fan (guests) interactions
• Foster a connected, one-team environment by supporting team members and ensuring fan (guest) satisfaction
• Assist in training Fan Ambassadors to deliver an exceptional, inclusive, and memorable(guest) experience
• Administer and regulate team member breaks while maintaining appropriate coverage and support
• Demonstrate strong communication, time management, and leadership skills
• Follow direction from leadership and support daily operational needs with an optimistic, team-first mindset
• Ensure each fan (guest) is taken care of from arrival through departure, creating a memorable experience
• Engage fans (guests), coworkers, and leaders with a positive, friendly, and professional approach
• Provide best-in-class service including greeting arriving fans (guests), scanning tickets, assisting with ticket sales, retail sales and restocking, and thanking departing fans (guests)
• Assist fans (guests) with questions, concerns, and wayfinding in a service-oriented manner
• Maintain knowledge of company products, services, promotions, and events to better support fans (guests)
• Help maintain clean, organized, and fan/ guest-ready work areas
• Support overall venue flow and operational efficiency
• Follow company and state safety guidelines to maintain a safe working environment for fans (guests) and team members
• Follows Company and state safety guidelines to provide a safe working environment while contributing to a memorable fan (guest) and team experience.
• Maintain a friendly, outgoing, and optimistic attitude toward fans (guests) and team members
• Demonstrates the ability to perform all essential job functions, with or without reasonable accommodation, while adhering to all company policies and procedures outlined in training materials and the employee handbook

Experience

• Previous guest services management and/ or retail management experience is preferred but not required.
• Excellent communication and professional interpersonal skills required.
• Must be willing to obtain Food handlers' card.
• Must be fluent in English and able to write in basic English.
• Must be of legal age to work unrestricted hours as outlined by local ordinances and state laws.
• Must be able to continuously stand, walk and lift up to 10 pounds.
• Must be able to frequently bend, squat, reach overhead, and lift up to 20 pounds.
• Will seldom be sitting, kneeling, climbing, pushing, pulling, and lifting over 50 pounds.
• Maintain a friendly, outgoing, and optimistic attitude toward fans (guests) and team members
• Thrive in a fast-paced environment and perform well under pressure
• Maintain flexibility to work a variety of shifts, including nights, weekends, and holidays

Disclaimer: This job description reflects the general duties of the role but is not intended to be all-inclusive. Responsibilities may change or be added based on business needs at any time, with or without notice, consistent with applicable laws and regulations.