Guest Services Ambassador (Part-Time) 2024-25 Season

JOB SUMMARY:

Guest Services Ambassadors (Part-Time) are responsible for all event-related Guest Experience duties at Rocket Mortgage FieldHouse. This is a part-time, year-round position that supports approximately 200 + events a year. Responsibilities include, but are not limited to, interacting with FieldHouse Team Members, guests, external vendors, contractors, and visitors. Positions within the Guest Services Team include Ticket Takers, Seating (ushers), Guest Relations, and Premium Seating/Suite Services. A GSA may be assigned or reassigned to any of the aforementioned positions on an event-by-event basis and will execute other duties as assigned.

In accordance with the NBA Elevate initiative, Guest Services Team Members will maintain our quality standards in creating a safe, individualized, fun, and seamless experience for all Team Members and guests at Rocket Mortgage FieldHouse.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide an unparalleled level of guest service, experience, and engagement.
• Answer inquiries from guests and FieldHouse Team Members during events and become an expert on everything event and FieldHouse related.
• Punctuality and professionalism are a must as related to attendance and work schedule.
• Responsible for a clean and neat appearance complete with Rocket Mortgage FieldHouse issued uniform including name tag, ID, and radio or flashlight when assigned. 
• Perform other related duties as assigned by Team Leader or Guest Experience Leadership team, which may include but will not be limited to: providing breaks, redeployment to assist or bolster other units, assist the Clean Team by helping with light waste removal in the seating areas, etc. 
• Perform all Guest Services duties as assigned while maintaining the highest professional standards.
  • Ticket Taker: Greeting Fieldhouse Guests, scanning tickets using a podium or hand scanner within the building or in parking garage, providing support for East Garage Parking operations, providing direction and wayfinding needs, distribution of promotional items, troubleshooting basic technology needs (Utilization of the SeatGeek App, helping guests adjust phone screen brightness, etc.), and all other duties as assigned.
  • Seating (ushers): Greeting Fieldhouse Guests and requesting ticket to provide seating directions, providing direction and wayfinding needs based on assigned location within the arena, monitoring assigned sections during event for guest conduct and/or occurrences that need attention (housekeeping, repairs, medical needs/emergency), providing perimeter coverage of the court during Cavaliers Basketball games, assist ADA guests with accessible seating options (lifting folding chairs, proper spacing on the platform, providing information on how to request an ADA relocation, etc.), and all other duties as assigned.
  • Guest Relations: Greeting Fieldhouse Guests, providing direction and wayfinding needs both on the interior and exterior of the building, monitoring for housekeeping needs in guest facing areas (popcorn spill, restroom cleanliness, etc.), attend to escalators and elevators, provide wheelchair escorts to seating locations upon request, attend to the Guest Services Booth (answering questions, filing concerns, issuing sensory bags, utilizing guest recovery methods), and all other duties as assigned.
  • Premium Seating/Suite Services: Greeting Fieldhouse Guests, providing directions and wayfinding needs throughout the arena, monitoring for housekeeping needs in guest facing areas (popcorn spill, restroom cleanliness, etc.), attend to the sensory/nursing mothers space, manage club access (wrist banding, checking tickets, etc.), maintain the highest level of professionalism and building/retention of positive client relationships with suite holders and club attendees, and all other duties as assigned.

REQUIRED QUALIFICATIONS:

• Must have availability from 5:00pm – 12:00am Monday – Sunday, as well as committed availability for all Cavaliers Basketball home and playoffs games. Expect to work nights, weekends, and holidays as the FieldHouse event schedule determines.
• Ability to navigate/willingness to learn technology such as computers, radios, iPads, and cell phones.
• Physical requirements include the ability to traverse stairs, bending/stooping/kneeling, ability to stand on feet for 4 or more hours, walking up to ¼ mile at a time and working in elevated areas (Loudville). 
• May be required to push guests in a wheelchair.
• May be required to work outdoors (weather gear provided).
• Must be able to lift items or boxes up to 30 lbs. (i.e. folding chairs, promotional items, etc.).

ADDITIONAL INFORMATION:

• Must have valid State of Ohio identification and email address.
• Must have reliable transportation to and from Rocket Mortgage Fieldhouse.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.