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.

PRIMARY PURPOSE: Provide all guests to Progressive Field a safe, pleasant, and comfortable environment and create positive memorable experiences through exceptional customer service while creating memories, celebrating families, and connecting generations of fans.

RESPONSIBILITIES & DUTIES:

• Provide exceptional customer service and proactively seek out opportunities to engage, welcome, direct, answer questions and resolve complaints from all guests at Progressive Field.
• Pleasantly greet all guests as they enter and exit of the facility
• Monitor all areas of the ballpark to maintain order and safety while providing the highest level of customer service
• Learn and understand the Tickets.com scanning equipment, ticketing policies, and ticketing procedures at Progressive Field
• Smile and actively approach and engage with our guests in a proactive manner
• Wipe down seats in seating bowl prior to gate opening
• Check tickets, seat guests, and, as assigned, apply wristband upon entry to all private space party areas
• Monitor escalators and follow proper established safety and security procedures
• Monitor stairwells to ensure only proper ticketed guests enter area
• Work every position on all levels of the ballpark within the department
• Remain attentive to the needs and demeanor of our guests using a positive, proactive approach to problem solving
• Monitor the consumption of alcoholic beverages to assure they are consumed in a responsible manner
• Learn all areas of the ballpark, to provide clear accurate direction and assistance to all guests
• Document all unusual or unique occurrences on an observation card and report to a supervisor in a timely manner
• Promptly monitor all public areas of the ballpark, reporting any matter that requires medical, security, custodial or maintenance personnel using means and methods provided in Employee Handbook, in a timely manner, continue to monitor to ensure satisfactory resolution
• Have in your possession at all times items pertaining to your job responsibilities as defined in the Employee Handbook
• Hear, comprehend and disseminate instructions and vital information especially in the event of emergencies
• Remain for all post-game activities, including but not limited to fireworks and Kids Run the Bases as assigned, and report to the supervisor at the designated location and time
• Assist with post-game firework fan safety
• Assist others in all departments when needed

DEPARTMENT REQUIREMENTS:

• Join SEIU Local 1 union
• Provide excellent customer service to all guests
• Read and understand all relevant policies and procedures of the Ballpark Operations department and Cleveland Guardians Organization
• Monitor and implement policies and procedures and actively engage and listen to all guests and professionally answer any questions or concerns in a timely manner
• Strong verbal and written communication skills
• Trustworthy, dependable, and ability to analyze situations to help problem solve
• Work independently or as part of team
• Walk, stand and climb stairs and/or ramps during entire shift (4-8 hours)
• Clear understanding of all other departments throughout the organization & understanding of individual staff responsibilities throughout the department
• Maintain a professional appearance in compliance with the Employee Handbook and our uniform requirement

AVAILABILITY REQUIREMENTS:

• Attend all required trainings and daily briefings
• 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
• Available to work 40 out of 81 home games during the months of April through October
• Learn and operate basic computer operating programs i.e. Internet Explorer, ABI, Ultipro
• Typical Work Hours (subject to change depending on game/gate time):
  • Night Games: 5:30pm 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.