Guest Experience - Guest Services & Hospitality Ambassador

Baltimore Ravens

Guest Services & Hospitality Ambassador

General Description:

At M&T Bank Stadium, it is our goal to offer the highest level of service to all guests that enter our stadium, ensuring they leave gameday with a one-of-a-kind experience. The Guest Service Ambassador role is ideal for any individual with a friendly, outgoing personality who will focus on bringing excitement and happiness to all guests on gamedays and other Ravens sponsored events.

Essential Job Duties and Responsibilities:

• Create a welcoming environment and seek out special moments for all guests attending events at M&T Bank Stadium. This includes celebrating birthdays, anniversaries or first game attendees.
• Assist stadium partners when needed or as applicable / service recovery.
• Respond to guest inquiries, suggestions, and complaints during an event (i.e., ticketing issues, seat relocations, ADA wheelchair assists etc.)
• Assist guests with directions, event information, and stadium information.
• Assist with our Designated Driver program, First Game Certificate distribution and mobile ordering at concession locations.
• Monitor guests for Fan Code of Conduct compliance.
• Monitor our ADA seat locations ensuring that the correct fans are in the right seats and assist guests as needed
• Assist with wheelchair transport to and from seats.

Required Knowledge, Skills & Abilities:

• Natural ability to communicate comfortably and professionally with others.
• Ability to retain an extensive knowledge of M&T Bank Stadium and the surrounding parking lots and tailgate areas.
• Ability to work well in a team-oriented environment.
• Ability to maintain a calm, professional attitude when working with patrons, regardless of the situation.
• Proactive willingness to address all issues presented.
• Ability to multitask and prioritize tasks when necessary.
• Ability to stand for long periods of time, including walking or climbing stairs throughout the stadium or at an event.
• Ability to lift up to 35 lbs.
• Ability to use mobile communicator.
• Ability to work outdoors in variable temperatures, including extremely hot and cold weather.
• Interest in football, the Baltimore Ravens, and the National Football League.
• Have Fun!

Required Education and/or Experience:

• High School diploma or GED
• Experience in a customer service focused role

Availability/Expectations:

• MUST BE available for all Ravens Home Games (this includes playoff games) and up to 3-5 Special Events: 10 games per season including pre and post season games (Ravens 2024 schedule will be communicated when available 5/2024). Flexible schedule including days, nights, weekends and holidays. Failure to communicate an absence or having more than 2 unexcused absences may result in termination.
• Assistance at additional Ravens events may be available. This may include Movie Night, Draft Events, Training Camp, Purple Evening, etc.
• Required Training dates will take place prior to season start. Additional training will be conducted throughout the season including a mid-year and end of year meeting. All Guest Service Ambassadors must attend each training session.

*Exact date(s) to be determined and communicated asap

HOW TO APPLY:

• Complete the online application
• Complete the additional screening questions on the application
• You will receive an email from vidcruiter@hiringplatform.com to complete a video interview. Please follow the instructions in the email within 7 days of receiving it to complete your screening interview in order to continue to be considered for employment.

The Baltimore Ravens is an EEO employer and does not discriminate on the basis of an applicant's or employee's race, gender, age, national origin, color, religion, disability or any other protected basis under applicable law.