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Guest Experience Ambassador

Posted: 02/19/2023

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Job Title: Guest Experience Ambassador (Usher, Ticket Taker, Elevator Attendant)
Department: Event Operations
Reports to: Guest Experience Manager
Employment Type: Part-Time

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 inquiries at all points of contact
  • Assist guests with locating seats and escorting guests to their seat 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 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, holidays 
  • 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 climbing stairs
  • Ability to work outdoor events in hot, cold, wet or windy conditions throughout duration of shift

 
Experience & Education Requirements:

  • 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 and must obtain a Minor Work Permit
  • Prior customer service experience (entry level or supervisory) preferred but not required

 
Work Hours:
Must be available to work at least 70% of scheduled 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. This job is part-time and seasonal, pay is $14.00/hour. Weekend availability is mandatory.

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.

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