Fan Ambassador

Cleveland Guardians Job Posting

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
  • B…