Baltimore Ravens

Premium Suites & Hospitality Concierge 2024

Description & Expectations:

At M&T Bank Stadium, we are committed to delivering exceptional service to every guest who walks through our doors. Our goal is to ensure that each gameday experience is unforgettable. As part of this commitment, M&T Bank Stadium has developed a unique opportunity for fans to encounter an elevated game day experience through our Ravens Premium Suites and Exclusive Black Wing Suites. Our suites provide a one-of-a-kind exclusive experience where guests can enjoy premium amenities and personalized attention. It is our priority to create a welcoming and enjoyable atmosphere for all attendees, elevating their overall experience at the stadium.

The role of the Premium suites & Hospitality concierge, in our suites and premium locations is perfectly suited for individuals who possess a warm and engaging personality, along with a genuine passion for delivering world-class service. Your ability to pay attention to detail, connect with people, and anticipate their needs will play a crucial role in ensuring that every guest leaves with lasting memories of their time at our stadium.

By joining our team of dedicated Premium suites & Hospitality concierge, you will have the opportunity to contribute to the excitement and happiness of our guests on gamedays and during other sponsored Ravens events. Your enthusiasm and dedication will help us create unforgettable moments for everyone who visits M&T Bank Stadium.

Essential Job Duties and Responsibilities:

Naturalize an elevated guest experience, delighting and captivating guests with personalized attention, while intuitively anticipating their every need and exceeding their expectations at every opportunity. Aim to craft unforgettable moments that leave a lasting impression.
Anticipate guests needs and provide a personalized level of service to all guests that enter through our Suite and Blackwing lobby entrances.
Proactively identify opportunities to enhance the guest experience, whether it’s by recognizing special occasions or intuitively anticipating individual preferences. Your ability to anticipate needs before they arise will set the standard for unparalleled service excellence.
Guide guests of M&T Bank Stadium as an expert, offering tailored guidance on events and amenities to ensure a world-class experience.
Act as a skilled problem solver, swiftly addressing any issues or concerns that may arise with finesse and discretion. Your ability to navigate challenges with poise and composure will ensure that every guest interaction remains positive and solution-focused (i.e., ticketing issues, seat relocations, ADA wheelchair assists etc.)
Foster a collaborative and supportive team environment, working closely with colleagues to uphold the highest standards of service excellence. Whether assisting Stadium Partners or Ravens Suites team to assist with service recovery or other event issues, your teamwork will be instrumental in achieving collective success.
Maintain meticulous attention to detail while aiming to execute all tasks with attention to detail, ensuring that every aspect of the guest experience is flawlessly executed.
Other duties included monitoring/enforcing access to location and light housekeeping responsibilities – clear tables, collect trash, contact our housekeeping team members to ensure presentation of areas.
Adhere to strict standards of discretion and privacy while serving suite owners, ensuring their confidentiality and comfort are always maintained.

Requisite Knowledge, Skills & Abilities:

Passion for serving others and provided an elevated personal experience.
Natural ability to communicate comfortably and professionally with others.
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 work outdoors in variable temperatures, including extremely hot and cold weather.
Interest in football, the Baltimore Ravens, and the National Football League.

Preferred Education/Experience:

At least two (2) - three (3) years of experience working in a customer service focused role in a related field, preferably the hospitality or restaurant industry.

Availability/Expectations:

MUST BE available for all Ravens Home Games (this includes potential 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
Required training dates will take place prior to the start of the season.
- Additional trainings will be conducted throughout the season

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

APPLICATION PROCESS

To be considered for this position, applicants must complete the online application, answer the screening questions, and submit a resume. Any applications that are missing the required information will not be considered.

As an equal opportunity employer, we consider candidates from all backgrounds and identities. We encourage individuals from all ethnicities, sexual orientations, gender identities, socio economic status, as well as military veterans and individuals with disabilities, to apply.

Guest Experience - Premium Suites & Hospitality Concierge 2024