Job Title: Guest Experience Ambassador

Department: Event Operations

Reports to: Guest Experience Manager

Employment Type: Part-Time

Job Summary

Our Guest Experience team is looking for authentic, engaging, passionate team members to be an essential part of the championship service at TQL Stadium. The Guest Experience Ambassador will help deliver a world class guest experience by helping create lasting memories through friendly, knowledgeable, and proactive customer service for all guests at TQL Stadium. This role will occur Approximately 1-2 times per month (hours per week may vary due to event schedule), mostly nights, weekends, and potentially holidays during the season from February through November 2024. This job is part-time and seasonal, pay is $14.00/hour.

Guest Experience Ambassadors will be trained in the following roles: Ticket Scanner, Usher, Elevator Attendant, Guest Experience Center Ambassador, Premium Attendant and Wheelchair Attendant. There is also the opportunity to be a Guest Experience Lead, which can be discussed with your manager upon hire. All Ambassadors will be trained to have a basic understanding of crowd management to ensure safety of our guests and our staff. This position will support all FC Cincinnati matches as well as other stadium events as scheduled. This position works in a stadium where the noise level is generally high, crowd traffic is heavy, temperatures are variable, and lights are bright or dark with occasional exposure to pyrotechnics or strobe lighting. May be required to stand for up to 6 hours.

What You’ll Do:

Provide world-class championship service for all guests and staff at the TQL Stadium
Always exhibit a professional appearance
Be proactive and friendly in greeting and assisting our guests with various inquiries at all points of contact
Assist guests with locating seats and escorting guests to their seat, if necessary, in a professional manner
Assume ownership in resolving guest challenges around the stadium (e.g., cursing, lost, and found, duplicate ticket issues, etc.)
Stay informed about TQL Stadium policies and procedures to effectively assist with general questions
Ability to communicate effectively with guests and other employees
Recognize potential hazards and provide a safe and secure environment for all guests by using established processes and rules outlined in the Guest Experience handbook
Report all incidents to Supervisor or Management, including but not limited to injuries or health related issues, lost or damaged property, and alcohol related incidents
Perform additional responsibilities as needed and as directed by Guest Experience Manager

Additional information about Guest Experience Lead

Work with Guest Experience Manager to provide direction, updates, and encouragement for team members within designated area as assigned
Supervise the actions of the event day staff at TQL Stadium
Assist in enforcing stadium rules and regulations, ensuring safety, and providing quality guest experience for all FCC employees and guests
Monitor fan behavior and respond quickly to potential crowd control issues, investigate incidents and complete incident reports in a timely manner

What You’ll Need:

You must be at least 16 years old to apply for the Guest Experience Ambassador role
High School diploma or GED required. 16-17 years old must be working towards a High School diploma
Prior customer service experience (entry level or supervisory) preferred but not required

What You’ll Bring:

Ability to work the majority of TQL Stadium events, which includes FCC Cincinnati home games, non-FCC soccer matches, concerts, and more. This will include weeknights, weekends, and holidays as needed
Must have the ability to anticipate needs, assess situations, and act accordingly
Ability to work positively in a fast-paced environment
Fluent in English, Spanish beneficial
Must have the ability to stand for long periods of time as well as walking, bending, and continuous climbing of stairs
Ability to work outdoor events in hot, cold, wet, or windy conditions throughout duration of shift

About FC Cincinnati

FC Cincinnati is a Major League Soccer team playing at TQL Stadium in Cincinnati, Ohio. Originally founded in 2015 by Carl H. Lindner III and co-CEO Jeff Berding, FCC started play in the United Soccer League (USL) in 2016. FCC entered MLS as the 24th team in 2019. The club’s wide and diverse ownership group is led by controlling owner Lindner III; as well as managing owners Meg Whitman and Dr. Griff Harsh; Scott Farmer; and George Joseph.

FC Cincinnati opened the club’s privately funded, 26,000-seat soccer-specific TQL Stadium in the West End neighborhood of Cincinnati in 2021, a venue which has won numerous global awards including the World Football Summit Best Venue 2022 in Madrid and the 2022 Prix Versailles World Title in the Sports Category in Paris, France.

FC Cincinnati won the 2023 Supporters’ Shield – the annual award given to the team with the most points in the regular season – and clinched a spot in the 2023 MLS Playoffs for the second straight year. The club won the 2018 USL Regular-Season Championship in record-setting fashion and earned postseason berths in all three of its USL seasons. In 2017, FC Cincinnati also advanced to the semifinals of the Lamar Hunt U.S. Open Cup, a run that included victories over two MLS squads.

About TQL Stadium

TQL Stadium, home of FC Cincinnati, is one of the most ambitious soccer-specific stadiums in not only North America, but the world. Critically-acclaimed firm Populous designed an innovative and forward-thinking stadium that is one of the largest soccer-specific facilities in Major League Soccer. TQL Stadium has been named Best Venue at the 2022 World Football Summit in Madrid and the 2022 Prix Versailles World Title in the Sports Category in Paris, France.

The stadium has five team locker rooms, including a comprehensive team suite for FC Cincinnati that features a dressing room, coach’s office, lounge, equipment storage and the Mercy Health Center of Excellence for the team’s medical and game day fitness needs. Within the 18 months of the stadium’s completion, TQL Stadium has featured both the U.S. Men’s and Women’s National Teams, including the USMNT’s FIFA World Cup Qualification match vs. Mexico, and a concert by legendary rock band, The Who.

The closest seats are within 15 feet of the pitch at the $250 million, privately funded stadium. The design includes 53 traditional suites and 4,500 premium seats throughout four premium club spaces. FC Cincinnati’s supporters’ section, The Bailey, has grown to be more than 3,100 strong and loom over opponents at a 34-degree angle at the stadium’s north end. A 360-degree canopy roof covers every seat in TQL Stadium, but still allows sufficient sun in to grow a natural grass field.

TQL Stadium is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.