Guest Services - Comerica Park

Job Summary:

The Comerica Park Guest Service Staff delivers optimum service to fans in a friendly, pleasant and professional manner, through various contact points. They provide fans with correct and accurate information, problem resolution, and positive experiences.

Key Responsibilities:

• Communicates clearly and politely to guests’ information regarding parking, transportation, ballpark services and concessions.
• Proactively address guest needs by answering questions, giving directions and other information regarding the ballpark and surrounding areas. Never avoiding a guest or leaving a question unanswered.
• Assist Guests in finding solutions that best meet their needs while leveraging all available resources.
• Responds to and resolve Guests’ questions, concerns, complaints or suggestions in a professional and polite manner. Recognize and respond effectively in emergency situations.
• Seeks out opportunities to talk with guests & offer them assistance if needed to maintain and enhance existing business.
• Monitoring private access points and hospitality entrances.
• Give directional assistance.
• Monitor assigned area for cleanliness and safety, addressing concerns with supervisor/management. Assisting with keeping the ballpark clean.
• Assisting with wheelchair escorts throughout the park.

Minimum Knowledge, Skills and Abilities:

• Strong interpersonal skills and provide excellent customer service.
• Must be willing to learn about ballpark policies, procedures to effectively communicate with guests, colleagues and management.
• Strong communication skills to proactively engage with Guests, colleagues and management.
• Strong observational skills to proactively identify Guest needs and ensure that guests are having a memorable experience. Must be attentive to guest's needs, have full knowledge of all policies, services, and facility locations. (Staff will be trained in these areas).
• Connects with Guests by asking open-ended questions to assess Guest needs and make appropriate suggestions.
• Contributes to a high energy, fast paced environment that provides Guests with an entertaining, fun and dynamic experience.
• Must be able to transport guests in a wheelchair throughout the ballpark.
• Must be able to stand for long periods of time and be exposed to different types of weather (sometimes extreme weather including but not limited to extreme heat or extreme cold). Must be able to work long hours, days, nights, weekends and holidays.
• Must be able to report to work 2 - 2 ½ hours prior to game time. Guest Service colleagues work on average, 5 – 7 hours per event. Hours are dependent on the length of the baseball game, weather delays, extra innings, etc.
• Be available to work events beyond baseball, including but not limited to: concerts, private hospitality events, high school baseball games, charity walks. These events take place throughout the year including the baseball off season.
• Guest Service experience preferred and ability to demonstrate strong Guest-focused engagement throughout the ballpark.
• Demonstrated success working as a member of a team.
• Ability to receive feedback and take action when appropriate.
• Must maintain a professional appearance and meet Detroit Tiger grooming guidelines.
• Consistently treats all Guests and colleagues with respect and contributes to a positive work environment.
• Takes a proactive role in maintaining Tigers standards in Guest engagement, guest service and housekeeping of the ballpark.
• Upholds all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual and Code of Business Conduct.
• Promotes and maintains a safe working and entertainment environment.
• Must have reliable transportation.
• Candidates must be 18 years of age.
• Must be able to work long hours, weekday days, nights, weekends and holidays.
• Must be able to work at least 35 games/large events per season.

Background checks will be performed on all candidates offered a position.

All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Detroit Tigers.

Detroit Tigers is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.

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