Baltimore Ravens

Guest Services & Hospitality Ambassador Supervisor

General Description:

At M&T Bank Stadium, it is our goal to offer the best level of guest service to all that enter our stadium and give them one-of-a-kind experiences that they cannot receive anywhere else. The Guest Services & Hospitality Ambassador Supervisor role is ideal for an individual with a friendly, outgoing personality who will focus on bringing excitement and happiness to all of our guests on game days. You will be leading a group of 10+ Guest Services & Hospitality Ambassadors on game day in making sure that they are providing the best level of service to our guests. You will be the point of contact for guest concerns that arise on game day.

Essential Job Duties and Responsibilities:

Create a welcoming environment and seek out special Ravens moments for all guests attending events at M&T Bank Stadium.
Lead a group of 10+ Guest Services & Hospitality Ambassadors
Deliver break outs and briefings to team members prior to the start of the game
Assist stadium partners when needed or as applicable; service recovery.
Respond to guest inquiries, suggestions, and complaints during an event (i.e., ticketing issues)
Be available to help guests with directions, event information, and stadium information.
Assist with our Designated Driver program, First Game Certificate distribution and any other guest offerings at event.
Monitor our ADA seating locations - ensuring the correct fans are in the correct seats and assist guests as needed
Assist with wheelchair transports to and from seats
Answer radio calls that may include the following concerns – ticketing, guest behavior, team member behavior, service recovery

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.
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 on your feet for long periods of time, including walking (including climbing stairs) throughout the stadium or at an event.
Ability to lift up to 35 lbs.
Ability to use a mobile communicator.
Ability to work outdoors in variable temperatures, including extremely hot and cold weather.
Passion for professional sports.
Flexible schedule including days, nights weekends and holidays as games dictate.
Have fun!

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 EOY meeting. All Guest Services & Hospitality Ambassadors/Supervisors must attend each training session.

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

Required Education and/or Experience:

High School diploma or GED
At least 1 year experience in a customer service role

Application Process: To be considered for this position, applicants must complete the online application, complete the additional screening questions and submit a resume.

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

Guest Experience - Guest Service Ambassador Supervisor