Premium Seating Attendant

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: Deliver outstanding service to our premium guests in suites, clubs, and other premium designated areas. Elevate the Progressive Field experience by anticipating needs, exceeding expectations, and offering personalized attention. Stay vigilant and proactive throughout your shift to ensure a welcoming, enjoyable experience for every premium guest, leaving them eager to return to Progressive Field.

RESPONSIBILITIES & DUTIES:

• Deliver outstanding customer service by actively engaging, welcoming, directing, addressing questions, and resolving complaints for all guests at Progressive Field.
• Stay motivated while standing for extended periods at your assigned post, maintaining a friendly demeanor and an active, engaging presence.
• Greet and interact with guests appropriately upon entry and exit.
• Stay mobile and monitor all areas of the ballpark to maintain order and safety while delivering top tier customer service.
• Engage and assist guests proactively with a smile, answering questions and resolving issues in a prompt manner.
• 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 are met promptly, ensuring and monitoring that all requests are filled efficiently.
• Prepare seating areas by efficiently and swiftly wiping down seats prior to gates opening.
• Assist Discount Drug Mart Club guests in locating their seats and directing them to food and beverage stations.
• Assist Carnegie Club guests to their seats as well as direct into general club area.
• Assist North Coast Social guests in locating their seats as well as food and beverage locations.
• Assist in monitoring the safety and cleanliness of the Terrace Hub.
• Be knowledgeable with suites and their surrounding areas, including basic operations like opening windows and operating TVs to ensure swift customer service delivery.
• Monitor the cleanliness of the premium areas and surrounding spaces vigilantly reporting any discrepancies using current policies and procedures.
• Monitor and ensure responsible consumption of alcoholic beverages.
• Perform pre and postgame duties in a timely fashion, including checking suites and turning on TVs to ensure efficient shutdown of suites following games.
• Operate elevators courteously ensuring that guests exit on the correct level and provide high-end experience, as assigned.
• 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.
• Be knowledgeable 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:

• Demonstrated ability to deliver customer service that exceeds expectations.
• Passion for creating premium-level experiences.
• Ability to walk, stand and climb stairs and/or ramps during entire shift (4-8 hours) while staying motivated and engaged in assigned work.
• 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 October.
• Work entire assigned shift, this includes but not limited to pre-events, post events, and rain delays 
• Work long and irregular hours including nights, weekends, and all holidays during the baseball season
• Attend all required trainings and daily briefings, as directed
• Typical Work Hours (subject to change depending on game/gate time):

  • Night Games: 5:00 pm start 

  • Day Games: 10:30am start

  • Break times are determined by your Supervisor

ORGANIZATIONAL REQUIREMENTS:

• Reads, speaks, comprehends, and communicates English effectively in all communications. 
• Represents the Cleveland Guardians in a positive fashion to all business partners and the general public. 
• Ability to develop and maintain successful working relationships with members of the Front Office. 
• Ability to act according to the organizational values and service excellence at all times. 
• Ability to work with diverse populations and have a demonstrated commitment to social justice. 
• Ability to walk, sit or stand for an entire shift. 
• Ability to work extended days and hours, including holidays and weekends. 
• Ability to move throughout all areas and levels of the Ballpark. 
• Ability to work in a diverse and changing environment. 
• Occasional physical activity such as lifting and carrying boxes up to 25 lbs.

The Cleveland Guardians are committed to developing and maintaining an environment that embraces all forms of diversity to enrich our core values, enhance our competitive position, strengthen our impact within our community, and foster a greater sense of belonging for our employees.

In this spirit, we know studies have shown that people from historically underserved groups - including women and people of color - are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job and understand that candidate may bring certain skills and experiences to the role that are not listed above, but that would add tremendous value to our organization. We would encourage you to apply, even if you don’t believe you meet every one of our qualifications described.