Guest Experience Ambassador - TQL Stadium (Cincinnati · OH)

TQL Stadium Jobs
Jobs in Cincinnati · OH
Facility Operations/Event Staff: Usher/Ticket Taker
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Job Title: Guest Experience Ambassador
Department: Event Operations
Reports to: Guest Experience Manager
Employment Type: Part-Time
About TQL Stadium
FC Cincinnati is a Major League Soccer team playing at TQL Stadium in Cincinnati, Ohio.  The club was founded around 3 pillars: give back to the community, be family-friendly, and win. In 2021, the FC Cincinnati foundation invested over $1,500,000 in the community. Its Soccer Unites program reached over 3500 children across 152 appearances. The club also unveiled two mini pitches, and has two more planned for 2022. 

FC Cincinnati opened the clubs privately funded, 26,000-seat soccer-specific TQL Stadium in the West End neighborhood of Cincinnati in 2021. TQL Stadium is one of the most ambitious soccer-specific stadiums in not only North America, but the world. 

In 2021, TQL Stadium hosted the U.S. Men’s National team World Cup Qualifier against Mexico, a thrilling 2-0 win in front of a sellout crowd. And in May 2022, TQL Stadium will host its first-ever concert, with legendary rock act The Who doing the honors.
Position Overview
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. 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. 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 other stadium events as scheduled.

  • Provide world-class championship service for all guests and staff at 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
Skill Requirements
  • Available 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
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
Experience/Education Requirements
  • 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
 Work Hours
Approximately 1-2 events per month (hours per week may vary due to event schedule), mostly nights, weekends, and potentially holidays. This job is part-time and seasonal, pay is $14.00/hour.
Work Environment
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.
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.

Job Questions:

  1. Are you a current resident of the West End neighborhood in Cincinnati, OH?