Job Information
Cleveland Guardians Baseball - OMJ|CC Premium Seating Attendant in Cleveland, Ohio
*PRIMARY PURPOSE: *Provide a secure, enjoyable, and compelling fan experience for all visitors at Progressive Field, delivering exceptional customer service specifically to premium areas including suites, clubs, and other specified premium locations. Leverage the power of outstanding customer service to cultivate positive and memorable experiences for our fans.
RESPONSIBILITIES & DUTIES:
- Deliver outstanding customer service by actively engaging, welcoming, directing, addressing questions, and resolving complaints for all guests at Progressive Field
- Welcome and engage with guests appropriately upon entry and exit
- Actively listen to all guests and professionally answer any questions or concerns in a timely manner
- Maintain vigilance in premium ballpark areas, ensuring order, safety, and the highest level of service
- Initiate proactive interactions with guests, wearing a smile and providing assistance
- Validate tickets to control access to premium areas and issue wristbands for efficient access to benefits (e.g., food, beverage, seating location, etc.), as applicable
- Collaborate with food service vendors to meet guests' needs
- Wipe down seats in seating bowl prior to gate opening
- Assist DDM Club guests in locating their seats and food stations
- Familiarize self with suites and their surrounding areas, including basic operations like opening windows and operating TVs
- Learn suite locations and accurately provide directions to guests
- Perform pre and postgame duties, including checking suites and turning on TVs
- Operate elevators courteously and ensure guests exit on the correct level, if assigned
- Monitor the cleanliness of the premium areas and surrounding spaces and report any discrepancies using current policies and procedures
- Monitor responsible consumption of alcoholic beverages
- Document any unusual or unique occurrences on observation cards for timely reporting
- Conduct regular checks of public areas, promptly reporting matters requiring medical, security, custodial, or maintenance assistance using means described in Employee Handbook promptly until satisfactory resolution
- Demonstrate the ability to hear, comprehend, and disseminate instructions, especially during emergencies
- Become familiar with every position on all levels of the ballpark to assist others within the department, as needed
- All other duties as assigned by the Manager
ROLE REQUIREMENTS:
- Previous customer service experience preferred
- Ability to provide consistent superior customer service to all guests
- Robust verbal and written communication skills
- Demonstrated reliability and trustworthiness.
- Proficient at analyzing situations and problem-solving
- Capability to work independently or collaboratively as needed
- Fundamental computer skills to operate programs related to employment (i.e. Internet Explorer, ABI, UKG)
- Must be at least 16 years old
DEPARTMENT REQUIREMENTS:
- Familiarize yourself with and comprehend the relevant policies and procedures of the Ballpark Services department and the Cleveland Guardians Organization
- Develop a clear understanding of various departments within the organization and the specific responsibilities of staff members in the department
- Effectively monitor and implement policies and procedures, maintaining a professional and friendly demeanor when interacting with guests
- Gain comprehensive knowledge of all areas within the ballpark to provide accurate directions and assistance to guests
AVAILABILITY REQUIREMENTS:
Available to work a minimum of 40 out of 81 home games during the months of April through Octo