Job Title: Zone Supervisor

Department: Ballpark Operations

Reports To: Sr. Manager, Guest Experience

Status:            Event Staff, Seasonal, Non-Exempt

Directly Supervises: Event Staff within Designated 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. Responsible for managing the day-to-day Event Staff operations within designated zone for baseball and large non-baseball events.

Essential Functions:

• Manage and teach the operation while holding employees accountable for delivering the Mariners Way.
• Assign staff according to operational need of zone; handle call-offs and utilization of Team Universal.
• Lead briefing with Captains/Team Members to provide direction for shift briefing including deployments/posts.
• Review and approve incident reports. Identify trends in reporting and note of needed improvements. Assign coaching to Captain/Team Members.
• Oversee the review process for all direct reports, including Team Members and Captains.
• Responsible for all documented related performance discussions. Will complete documented performance reviews with Captains/Team Members/Sr. Manager, Guest Experience and partner with People and Culture on any needed documented discipline/corrective actions.
• Deliver mid-season performance evaluations of Captains.
• Participate in Homestand Meetings and Leadership Briefings.
• Review and adjust Team Member schedules in conjunction with Scheduling Manager and Sr. Manager, Guest Experience via Workforce Lineup to ensure proper staffing.
• Responsible for handling and recording late time-off requests and call-offs to determine further action, including discipline.
• Responsible for reporting scheduling changes to both People and Culture and Sr. Manager, Guest Experience.
• Survey areas of responsibility during baseball and non-baseball events; observe Team Members at work and provide timely and meaningful performance feedback.
• Troubleshoot quickly and efficiently to solve guest issues escalated by Captains.
• Accountable for response to sensitive situations including injuries, incidents involving alcohol or derogatory language, and unruly guests.  Ensures protocols are followed and follow-up is completed.
• Inform Sr. Manager, Guest Experience of any guest or Team Member or Captain issues that require escalation or visibility from BPO Management or People and Culture.
• Direct 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.
• Act as the Guest Experience MOD as directed.
• Attend mandatory trainings and meetings
• Other duties as assigned.

Education and Experience:

• High School Diploma or GED Equivalent required.
• Minimum of two (2) years 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.
• Operations management experience required.

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

• Shares and expresses thoughts in a clear and effective manner through verbal and written communication skills.  Exhibits effective listening skills and builds positive relationships with all team members, vendors, and guests.  Is diplomatic, tactful and professional in all forms of communication.
• Understands and supports the team and is quick to volunteer to assist others.  Others view most interactions as being positive with a willingness to achieve common goals.  Effective in working with others to cooperatively solve problems.  Workplace behavior is consistently respectful of others.
• Takes personal responsibility for getting things done in a way that positively and professionally represents the organization.
• Demonstrates through their actions and interactions with others a commitment to Mariner Purpose, Mission and Values.
• Competent in required job skills and knowledge. Completes work assignments thoroughly and completely in an accurate, and prompt.  Identifies and corrects errors.  Is careful, alert and accurate, paying attention to details of the job.
• Makes decisions and takes actions that contribute to exceptional experiences for guests.
• Must possess proficient computer skills including MS Word, Excel, Workforce Line Up, and Outlook.

Physical Activities and Working Conditions:

• Outdoor work environment, subject to fluctuation in temperatures, exposure to the sun and elements.
• Must be available to work all baseball and large non-baseball events, meetings, and office hours. Weekend, evening, and holiday work may be required
• 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 $26.52 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