Job Title: Captain

Department: Ballpark Operations – Guest Experience

Reports To: Zone Supervisor

Status: Event Staff, Seasonal, Non-Exempt

Directly Supervises: Designated Event Staff on Team/Zone

Primary Objective: Lead with a positive attitude and demonstrate commitment to all Team Members. Manage and teach the operation while holding Team Members accountable for delivering the Mariners Way, our guest service philosophy, to guests and to each other. Responsible for helping execute day to day operations for baseball and large non-baseball events.

Essential Functions:

• Must be available to work at least 75% of baseball and large non-baseball events.
• Will attend all Homestand leadership briefings with Zone Supervisors and management staff.
• Will participate in Zone/Leadership briefings and conduct shift briefings for all Team Members within their respective Team.
• Will provide documented performance feedback and recommendations for corrective action and positive recognition to Zone Supervisor.
• In-shift monitoring of staff time – punching in/punching out, lunches, breaks, etc.
• When directed, coach and teach Team Members in improved incident reporting.
• Will ensure evacuation procedures/emergency procedures are followed and taught to all Team Members.
• Provide timely feedback to ensure Team Members are providing exceptional guest service to all guests.
• Inform Zone Supervisor and Sr. Manager, Guest Experience of any guest or Team Member issues that require escalation or visibility from Ballpark Operations Management or People and Culture .
• Troubleshoot quickly and efficiently to solve guest issues escalated by Team Members.

• Follow appropriate protocol in responding to sensitive situations including injuries, incidents involving alcohol or related to derogatory language, and unruly guests.
• Will document all incidents in shift using an incident card and is responsible for collecting other relevant incident cards and providing them to their Zone Supervisor in-shift or by end of shift.
• Helps directs Team Members to the correct resource for requests including reasonable accommodations, Leaves of Absence, resignations, retirements, and any other action that is a change in employment status.
• Attend mandatory trainings and meetings

• Other duties as assigned.

Education and Experience:

• Minimum of one (1) year of leadership experience in large facility guest experience/operations, preferably in major league sports or entertainment.
• Ability to understand and utilize technology, including but not limited to radios, communicators devices, laptops, printers, and ticket scanners.
• Management experience required. High School Diploma or GED Equivalent.

Competencies, Knowledge, Skills and Abilities (KSA’s):

• Sensitivity and responsiveness to cultural, ethnic, age, and other groups, enabling one to better anticipate the needs and desires of a wide range of guests.
• Must possess leadership agility, with the ability to recognize the complexity of business needs in today’s environment, evolve as needed, and utilize talent to lead this transformation.
• A proven track record utilizing social/emotional intelligence, navigating a variety of social, emotional, and interpersonal situations to leverage the capabilities, insights, and ideas of all individuals.
• Exceptional problem-solving skills; identifying, collecting, and analyzing relevant information to a problem and create multiple solutions.
• Strong decision-making ability, knowing when to make a unilateral decision and when to consult with the team or superiors, and how to involve them in the process. Incorporating strategic thinking; formulating objectives and priorities and implementing plans consistent with short- and long-term interests. Capitalizing on opportunities and managing risks.
• Demonstrated accountability for results, with a solid ability to initiate and maintain actions to attain goals, regularly monitoring progress.
• Must possess outstanding communication, leadership, and interpersonal skills.  Must also be persuasive, self-motivated, and possess strong integrity and character.  Will relate well to others inside and outside the organization.  Communication skills must include being clear and organized; persuasive yet inclusive. Will represent the organization professionally and positively in the business community consistent with the values of the Club and ownership. 
• Exemplifies a collaborative approach in dealing with management, team members, vendors, and customers. Is respectful of other people’s contributions and is tactful and sensitive.
• Possesses outstanding written communication skills, with great attention to detail.
• Demonstrates exceptional organizational skills; plans and prioritizes and works with a sense of urgency.
• Acts fairly, ethically, and always with integrity.
• Ability to exercise sound judgment in every decision. Must be fair and honest in dealing with employees and customers.
• Must possess proficient computer skills including MS Word, Excel, Scheduler and Outlook.

Physical Activities and Working Conditions:

• Outdoor work environment, subject to fluctuation in temperatures, exposure to the sun and elements.
• Must be able to work afternoon, evening and night games and events, prior to opening of facility to the public and through closing of the facility.
• Must be able to stand and/or walk on concrete stairwells, ramps and concourses for the duration of baseball game or event.
• Must be able to walk up and down steep stairs and maintain balance while assisting guests.
• Must be able to lift up to 50 pounds.
• Must have functional near vision.
• Must have functional manual dexterity.

The Mariners are committed to providing competitive pay, perks, and benefits packages for our valued Team Members.  

The anticipated starting pay for this seasonal role is $23.97 per hour.   

 All perks are subject to eligibility requirements and availability and may be modified or amended from time to time.  

This information is being provided in accordance with the Washington State Equal Pay and Opportunity Act