Job Title: Guest Experience Ambassador Department: Event Operations Reports to: Guest Experience Manager Employment Type: Part-Time About TQL Stadium Opening May 1, 2021, TQL Stadium, FC Cincinnati’s home, is one of the most ambitious soccer-specific stadiums in not only North America but the world. Critically acclaimed global design firm, Populous, designed an innovative and forward-thinking stadium that is one of the largest soccer-specific facilities in Major League Soccer (MLS). The $250 million, privately funded stadium has a capacity of 26,000, with the closest seats within 15 feet of the field. The design includes 53 traditional suites and 4,500 premium seats throughout four premium club spaces. Additionally, the team’s famous supporters’ section, The Bailey, will grow 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 the stadium, but still allows sufficient sun in to grow a natural grass field. The stadium has five team locker rooms, including a comprehensive team suite for FC Cincinnati that features a dressing room, coaches offices, lounge, equipment storage and the Mercy Health Center of Excellence for the team’s medical and game day fitness needs. TQL Stadium meets all current requirements to host CONCACAF and FIFA events, featuring top national teams from around the world, including the U.S. Men’s and Women’s National Teams, as well as the world’s top club teams for friendlies. More information about the stadium is available at Twitter, Instagram and Facebook, or visit the stadium’s website: TQLStadium.com. 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. Employees will rotate roles from event to event. 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. Responsibilities • Provide world-class championship service for all guests and staff at the TQL Stadium • Exhibit a professional appearance at all times • 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 any and 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 $11.00/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. Instructions to Apply Please apply through this link and include your resume and salary requirements. Please indicate if you are a West End neighborhood, Cincinnati, OH resident. 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. .