Guest Services Representative

JOB DESCRIPTION

Job Title:

Guest Service Representative

Department:
Ballpark Operations

Reports To:

Zone Supervisor

Status:
Event Staff, Seasonal, Non-Exempt

Primary Objective:
You will be one of the first friendly faces to proactively welcome guests to the ballpark. Guest Service Representatives are responsible for contributing to and creating exceptional experiences for all guests by providing courteous, friendly, and knowledgeable service. You will be supporting different areas of the ballpark including, but not limited to, the seating bowl, vertical transportation, public concourses, and entry gates.

• Must be available to work at least sixty percent (60%) of all baseball and large non-baseball events which includes weekdays, weekends and holidays.
• Deliver prompt, friendly, and courteous guest service in accordance with Mariners Way standards, providing guests with an exceptional game and event experience.

• Greet guests with a positive, professional, and helpful demeanor upon their arrival and departure from the ballpark.
• Offer assistance to our guests, including providing directions, game schedules, public transportation and other information as necessary.
• Escort guests with accessibility needs utilizing stadium wheelchairs throughout T-Mobile Park and the Mariners Garage.

• Assist with escalated ticketing issues in partnership with the Ticketing Team and resolve such issues if possible or redirect guests to Ticket Help Representatives as necessary.
• Promote and help operate Guest Experience Programs and services, including Designated Driver, lost and found, the Sensory Room and related services, Nursing Room locations, stroller valet, First Game Certificates, and other services as determined.
• Closely review guests’ tickets for valid date and seat/suite location; clearly communicate directions to guests, assist them in identifying their seats, and provide instructions for navigating the facility via stairs, escalators, elevators, and/or ramps.
• Monitor assigned area at all times; remain alert for injuries that may occur in the ballpark environment (e.g. those resulting from a foul ball, a home run ball, a slip and fall, etc.).
• Clearly communicate – the location of and other relevant information pertaining to unruly or intoxicated guests, situations requiring medical attention, or situations requiring clean-up to the appropriate department via communication device and/or radio.
• Recognize and resolve guest concerns or issues, escalating guests to the Captain or Guest Experience MOD as needed.
• Ensure walkways and aisles are always accessible by effectively communicating the obligation to keep passageways clear to guests or vendors who may be impeding access.
• Assist Event Operations with organization and distribution of promotional items at gates and select areas throughout the ballpark as needed.

• Proactively monitor guest behavior and report Fan Code of Conduct issues. Respond to Fan Text Hotline dispatch calls as needed.

• Care for our ballpark by reporting security, safety, and housekeeping issues via appropriate communication channels, including but not limited to portable devices.
• In the event of an emergency, redirect guests from elevators and escalators to ramps and stairwells.
• Share and express thoughts in a clear and effective manner through verbal and written communication skills. Exhibit effective listening skills and build positive relationships with all team members, vendors, and guests. Engage in diplomatic, tactful, and professional communication at all times.
• Understand and support the team and promptly volunteer to assist others. Maintain a positive attitude in all interpersonal interactions and demonstrate a willingness to achieve common goals. Effectively work with other Team Members to cooperatively solve problems. Consistently engage in respectful workplace behavior.
• Take personal responsibility for getting things done in a way that positively and professionally represents the organization.
• Demonstrate through actions and interactions with others a commitment to Mariner Purpose, Mission and Values.
• Maintain competence in all required job skills and relevant knowledge. Thoroughly…