Guest Experience Representative, Non-Baseball Team Leader

POSITION SUMMARY:

The Guest Experience Representative, Non-Baseball Team Leader, will play a vital role in coordinating both internal and private event operations at the ballpark.

DUTIES & RESPONSIBILITIES:

Greet guests, provide information and directions, listen attentively to their questions, concerns, or suggestions, and be prepared to answer them.
Assist in coordinating internal Rockies private event operations.
Assist in coordinating Coors Field private event operations.
Serve as the Event Lead for all non-game day events.
Oversee and manage on-site guest relations staff during events.
Coordinating and providing a high standard of customer service experience.
Maintain crowd control and manage the flow of guests during high-traffic times.
Perform alcohol control at all entry gates and inside the ballpark as described in the T.E.A.M. (Techniques for Effective Alcohol Management) section of these guidelines, and report all intoxicated or disruptive guests outside or in the ballpark.
Observe, report, and take appropriate actions to ensure public safety.
Know the policies and procedures in the Coors Field A-Z guide, the Employee Guidelines Book, and our C.A.R.E.S. program: Communication, Accountability, Responsiveness, Empathy, and Solution; these represent the key elements of excellent customer service.
Rotate to different roles as needed by the business and allow for cross-training of staff.
Assist with emergency evacuations, directing guests’ safety out of the ballpark.
Ability to work in various weather conditions (sun, rain, wind, cold, heat)
Stand for up to 6 hours and walk frequently around the ballpark, including navigating stairs and aisles.
Clearly communicate directions and assist in emergencies, including evacuations.
Lift, bend, and assist guests with seating or retrieving items.

JOB REQUIREMENTS:

No minimum education is required; a high school degree or equivalent is preferred.
Experience in the hospitality or event management fields, food & beverage experience highly desired.
Effective oral communication.
Moderate computer skills required – Proficient skills preferred.
Customer services skills required.
Consistent, punctual and regular attendance.
Professional image and demeanor.
Strong ability to work well with co-workers from all partner companies and supervisors in a team environment.
Must be able to obtain and maintain TEAM (Techniques for Effective Alcohol Management) certification, which we will provide.
Must be able to work with and communicate with the public.
Job requires being in and around large crowds.
Get and maintain a Guard License from the state of Colorado

WORK SCHEDULE:

Will need to be available for mornings, nights and weekends.
Schedule will be based around contracted private events.
Weekly hours could fluctuate based on event schedule.

PHYSICAL JOB REQUIREMENTS:

May need to work in prolonged exposure to weather elements (i.e., sun, rain, wind, snow, heat, and cold).
This role is expected to stand for 4-5 hours, or the entirety of the game. Representatives must be able to remain on their feet without significant discomfort.
Must see and read a ticket and/or credential and distinguish the color difference.
Frequent walking and movement around the ballpark are required, including walking up and down stairs, navigating aisles, and traversing the seating areas to assist guests. Must travel up to a quarter mile from the employee check-in area to the assigned work area in the ballpark.
Must verbally and/or physically communicate directions on how to exit the ballpark in an emergency.
The ability to manage long shifts in a physically demanding, fast-paced environment, particularly during high-traffic periods such as game starts, breaks, or post-game. Must be able to remain awake and alert throughout the entirety of the shift.
Must be able to reach and bend, such as assisting guests in finding seats or retrieving items.
Must be able to operate a ticket scanner with little to no assistance.
Must be able to verbally communicate to the guest the process of item inspection and physically be able to search that item.
Must be able to traverse up & down the stairs in the seating areas to assist with any guest issues in the seating areas.
Must have good eyesight to scan tickets and direct guests.
Must have the ability to communicate with, listen, and respond to guest needs and public address announcements in noisy environments.
Must be able to see and then react to any foul balls, homerun balls, trips & falls, fights, or altercations, as well as observe any outside alcohol consumption.
Must be able to stay calm and focused while managing crowd control or assisting guests during high-stress situations, including emergencies or evacuations.

SUPERVISORY RESPONSIBILITIES: When applicable, this position will serve as the event lead and be the point of contact for non-game private events.

COMPENSATION AND BENEFITS

Hourly Rate: $22.15/hour. This is a regular-status, part-time position.
As a candidate in this position, your salary and related compensation elements will be contingent upon your work experience, education, job-related skills, and any other factors the Colorado Rockies consider relevant to the hiring decision.
In addition to the base pay, the Club provides a 401(k) with employer match, employee parking, employer-provided game tickets to home games, employee discounts on merchandise, an employee assistance program, and so much more! All benefits are subject to eligibility requirements and the terms of official plan documents, which may be modified or amended at any given time.

APPLICATION PROCESS:

Applications will be reviewed on a rolling basis but must be received by February 25^th, 2025.
The estimated time to complete the recruitment process will be by March 7th, 2025.
A note for Colorado Rockies employees:
- Please apply via the internal job board in UKG by following these prompts: MENU > MYSELF > VIEW OPPORTUNITIES > select the position > CONSENT > APPLY NOW
- If you cannot access UKG, please list your most recent Manager as an Employee Reference on your application.

EQUAL OPPORTUNITY EMPLOYER:

Rockies baseball is for everyone! We pride ourselves on hiring, developing, and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants and employees will receive consideration for employment or promotion without regard to race (including, but not limited to, traits historically associated with race, such as hair texture and length and/or protective hairstyles), color, national origin, gender identity, gender expression, sexual orientation, familial status, marital status, ancestry, age (40+), creed, religion, disability, veteran status, pregnancy/childbirth and related conditions, or any other category or activity protected by law. In addition, we will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities in compliance with the ADA. All employment and promotion decisions will be decided on the basis of qualifications, merit, and business needs.

Experience

Preferred