Guest Experience Ambassador (Ticket Scanner, Usher, Wheelchair Attendant, Elevator Attendant, G[...]

FC Cincinnati; Cincinnati (OH); On-site; USD 10,000 - 60,000; Part time

Job summary

An established industry player is seeking enthusiastic and engaging individuals to join their Guest Experience team at TQL Stadium. As a Guest Experience Ambassador, you will play a key role in delivering exceptional service during events, ensuring guests feel welcomed and safe. This part-time position offers a dynamic work environment, requiring flexibility to work nights, weekends, and holidays. Ideal candidates should have a passion for customer service and the ability to thrive in a fast-paced setting. Join a dedicated team committed to creating memorable experiences for all visitors.

Qualifications

• Must be at least 16 years old to apply.
• Prior customer service experience preferred.

Responsibilities

• Provide world-class service for all guests at TQL Stadium.
• Assist guests with inquiries and ensure safety.
• Resolve guest challenges proactively.

Skills

Customer Service

Crowd Management

Bilingual (English/Spanish)

Proactive Communication

Education

High School Diploma or GED

Job description

Job Title: Guest Experience Ambassador (Ticket Taker, Usher, Wheelchair Attendant, Elevator Attendant, Guest Experience Center, Guest Experience Lead)

Department: Event Operations

Reports to: Guest Experience Manager

Employment Type: Part-Time

About FC Cincinnati and TQL Stadium

FC Cincinnati opened the clubs privately funded, 26,000-seat soccer-specific TQL Stadium in the West End neighborhood of Cincinnati in 2021. FCC entered MLS as the 24th team in 2019. TQL Stadium meets all current requirements to host CONCACAF and FIFA events, and within the first year of the stadium's completion has featured both the U.S. Men's and Women's National Teams, including the USMNT's FIFA World Cup Qualification match vs. Mexico.

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Position Overview

Our Guest Experience team is looking for authentic, engaging, passionate team members to be an essential part of the championship service at TQL Stadium. The Guest Experience Ambassador will help deliver a world class guest experience by helping create lasting memories through friendly, knowledgeable, and proactive customer service for all guests at TQL Stadium.

Guest Experience Ambassadors will be trained in the following roles: Ticket Scanner, Usher, Elevator Attendant, Guest Experience Center Ambassador, Premium Attendant and Wheelchair Attendant. Employees will rotate roles from event to event. There is also the opportunity to be a Guest Experience Lead. All Ambassadors will be trained to have a basic understanding of crowd management to ensure safety of our guests and our staff. This position will support all FC Cincinnati matches as well other stadium events as scheduled.

Responsibilities

• Provide world-class championship service for all guests and staff at TQL Stadium
• Exhibit a professional appearance at all times
• Be proactive and friendly in greeting and assisting our guests with various inquiries at all points of contact
• Assist guests with locating seats and escorting guests to their seat if necessary, in a professional manner
• Assume ownership in resolving guest challenges around the stadium (e.g. cursing, lost and found, duplicate ticket issues, etc.)
• Stay informed about TQL Stadium policies and procedures to effectively assist with general questions
• Ability to communicate effectively with guests and other employees
• Recognize potential hazards and provide a safe and secure environment for all guests by using established processes and rules outlined in the Guest Experience handbook
• Report any and all incidents to Supervisor or Management, including but not limited to injuries or health related issues, lost or damaged property, and alcohol related incidents
• Perform additional responsibilities as needed and as directed by Guest Experience Manager
  
  

Skill Requirements

• Available to work the majority of TQL Stadium events, which includes FCC Cincinnati home games, non-FCC soccer matches, concerts, and more. This will include weeknights, weekends, and holidays as needed
• Must have the ability to anticipate needs, assess situations, and act accordingly
• Ability to work positively in a fast-paced environment
• Fluent in English, Spanish beneficial
• Must have the ability to stand for long periods of time as well as walking, bending, and continuous climbing of stairs
• Ability to work outdoor events in hot, cold, wet or windy conditions throughout duration of shift
  
  

Additional information about Guest Experience Lead:

• Work with Guest Experience Manager to provide direction, updates and encouragement for team members within designated area as assigned
• Supervise the actions of the event day staff at TQL Stadium
• Assist in enforcing stadium rules and regulations, ensuring safety, and providing quality guest experience for all FCC employees and guests
• Monitor fan behavior and respond quickly to potential crowd control issues, investigate incidents and complete incident reports in a timely manner
  
  
  
  

Experience/Education Requirements

• You must be at least 16 years old to apply for the Guest Experience Ambassador role
• High School diploma or GED required. 16-17 years old must be working towards a High School diploma.
• Prior customer service experience (entry level or supervisory) preferred but not required
  
  

Work Hours

Approximately 1-2 events per month (hours per week may vary due to event schedule), mostly nights, weekends, and potentially holidays. This job is part-time and seasonal, pay is $14.00/hour.



Work Environment

This position works in a stadium where the noise level is generally high, crowd traffic is heavy, temperatures are variable and lights are bright or dark with occasional exposure to pyrotechnics or strobe lighting. May be required to stand for up to 6 hours.

TQL Stadium is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.