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.
The Guardians are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to Progressive Field.
PRIMARY PURPOSE: Ensure all guests enjoy a safe, pleasant, and comfortable environment by performing thorough bag checks, managing gate entry, and maintaining the safety of fans throughout the game. Deliver exceptional customer service while upholding ballpark policies to create positive, memorable experiences at Progressive Field.
RESPONSIBILITIES & DUTIES:
- Maintain a secure and welcoming environment for fans, visitors, and teammates at Progressive Field
- Deliver exceptional customer service by actively engaging with guests, providing directions, answering questions, and addressing concerns or complaints
- Ensure a visible security presence at entry and exit gates, the Ballpark, dugouts, bullpens, team shops, and restricted areas
- Monitor and secure restricted locations, preventing access by unauthorized individuals
- Welcome and interact with guests in a friendly and engaging manner upon their entry and exit
- Provide effective crowd management and assist with movement as needed
- Respond calmly and professionally to conflicts, medical situations, or other incidents, and complete the necessary reports promptly
- Apply a thorough understanding of Progressive Field policies and procedures, ensuring they are consistently enforced
- Familiarize yourself with the Game Day Staff Associate Handbook, adhering to all outlined policies and procedures
- Demonstrate a strong knowledge of and ability to follow the Standard Operating Procedures handbook
- Follow your assigned work schedule, and participate in pre-event briefings and meetings
- Communicate proactively with your Manager regarding potential work conflicts, including absences, emergencies, or scheduling adjustments
- Exhibit professionalism and a composed demeanor at all times
- All other duties and responsibilities as assigned
ROLE REQUIREMENTS:
- Must be 18 years of age or older
- Ability to successfully complete training requirements is mandatory
- This training is provided by the Cleveland Guardians and includes eight (8) hours of security and anti-terrorism training in the first year of employment, and a minimum of four (4) hours annually thereafter
- Possess a working understanding of safety and security functions, customer service philosophies, and principles related to conflict de-escalation and resolution
- Ability to join and maintain good standing in the Service Employees International Union, Local 1.
DEPARTMENT REQUIREMENTS:
- Familiarize yourself with and comprehend the relevant policies and procedures of the Ballpark Services department and the Cleveland Guardians Organization
- Develop a clear understanding of various departments within the organization and the specific staff members in the department
- Effectively monitor and implement policies and procedures, maintaining a professional and friendly demeanor when interacting with guests
- Gain comprehensive knowledge of all areas within the ballpark to provide accurate directions and assistance to guests
- Maintain a professional appearance in compliance with the Employee Handbook and our uniform requirement
AVAILABILITY REQUIREMENTS:
- Availability for a minimum of 53 out of 81 home games each year (65%) is required.
- Must be open to working events beyond Cleveland Guardians baseball games.
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.
- Ability to utilize reliable transportation.
- 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.
