GUEST EXPERIENCE AMBASSADOR

Baltimore Ravens, Inc.; Baltimore (MD); Hybrid; USD 2,204,000 - 2,617,000; Full time

Job summary

Baltimore Ravens is seeking a Guest Experience Ambassador to create a welcoming, high-energy atmosphere at M&T Bank Stadium. You will engage guests, assist with inquiries, seating, ADA services, and premium access across game days and special events.

The role requires hosting duties, strong communication, and the ability to work outdoors in variable conditions. Availability includes 10 games per season plus potential playoffs.

Responsibilities

• Create a welcoming environment and seek out special moments for all guests attending events at M&T Bank Stadium.
• Respond to guest inquiries, suggestions, and complaints during an event (i.e., ticketing issues, seat relocations, ADA wheelchair assists etc.)
• Assist guests with directions, event information, and stadium information.
• Monitor guests for Fan Code of Conduct compliance.
• Monitor our ADA seat locations - Making sure correct fans are in seats and assist guests as needed
• Assist with wheelchair transport to guests designated seats or parking lot.
• Anticipate guests needs and provide a personalized level of service while maintaining high levels of guest engagement to assist with guests’ needs(Premium)
• Monitor and enforce access to premium location (Premium)
• Light housekeeping responsibilities – clear tables, collect trash, contact our housekeeping team members to ensure presentation of areas(Premium)

Job description

M&T Bank Stadium, 1101 Russell Street, Baltimore, Maryland, United States of America

Job Description

General Description

At M&T Bank Stadium, it is our goal to offer the highest level of service to all guests that enter our stadium, ensuring they leave gameday with a one‑of‑a‑kind experience. The Guest Experience Ambassador position is ideal for any individual with a friendly, outgoing personality who will focus on bringing excitement and happiness to all guests on gamedays or other sponsored Ravens events. This position includes various roles such as ADA Runner, Multi‑Purpose Roamer, Guest Service Location attendant, or Premium Concierge.

Essential Job Duties and Responsibilities

• Create a welcoming environment and seek out special moments for all guests attending events at M&T Bank Stadium. This includes celebrating birthdays, anniversaries, or first game attendees.
• Assist stadium partners when needed or as applicable/service recovery.
• Respond to guest inquiries, suggestions, and complaints during an event (i.e., ticketing issues, seat relocations, ADA wheelchair assists etc.)
• Assist guests with directions, event information, and stadium information.
• Assist with our Designated Driver program & First Game Certificate distribution
• Monitor guests for Fan Code of Conduct compliance.
• Monitor our ADA seat locations - Making sure correct fans are in seats and assist guests as needed
• Assist with wheelchair transport to guests designated seats or parking lot.
• Anticipate guests needs and provide a personalized level of service while maintaining high levels of guest engagement to assist with guests’ needs(Premium)
• Monitor and enforce access to premium location (Premium)
• Light housekeeping responsibilities – clear tables, collect trash, contact our housekeeping team members to ensure presentation of areas(Premium)

Basic Expectations

• Natural ability to communicate comfortably and professionally with others.
• Ability to work well in a team‑oriented environment.
• Ability to retain an extensive knowledge of M&T Bank Stadium and the surrounding parking lots and tailgate areas.
• Ability to maintain a calm, professional attitude when working with patrons, regardless of the situation
• Proactive willingness to address all issues presented.
• Ability to multitask and prioritize tasks when necessary.
• Ability to stand for long periods of time, including walking or climbing stairs throughout the stadium or at an event.
• Ability to lift up to 35 lbs.
• Ability to use a mobile communicator.
• Ability to work outdoors in variable temperatures, including extremely hot and cold weather.
• Interest s in football, the Baltimore Ravens, and the National Football League.
• Passion for serving others and providing an elevated personal experience(Premium)
• Have Fun!

Required Education and/or Experience

• High School diploma or GED
• Any experience in a customer service role
• Premium Concierge - At least two (2) - three (3) years of experience working in customer service or a related field, preferably hospitality or restaurant industry.

Availability

• Available for all Ravens home games including potential playoff games and other M&T Bank Stadium special events: 10 games per season including pre and post season games. Flexible schedules including days, nights, weekends and holidays.
• MUST BE available to stay up to 90 minutes post-game for most games and events throughout the season (Premium)
• Assistance at additional Ravens events may be available. This may include Movie Night, Draft Events, Training Camp, Purple Evening, etc.
• GEAs will be required to review the Stipulations for Hire during their first training session

Pay

Guest Experience Ambassador: $16.50 / hour, Premium Concierge: $19.00 / hour

The Baltimore Ravens is an EEO employer and does not discriminate on the basis of an applicant's or employee's race, gender, age, national origin, color, religion, disability or any other protected basis under applicable law.