Guest Service Ambassador

SUMMARY: A Guest Service Ambassador is the embodiment of New England hospitality and will strive to positively represent Gillette Stadium through service. A Guest Service Ambassador must value each individual interaction and create additional value towards the event day experience by anticipating guest needs and capitalizing on service opportunities. Most importantly, a Guest Service Ambassador must have an inherent desire to create positive interactions and give maximum effort to correct any guest challenges prior to the event end.

DUTIES AND RESPONSIBILITIES

• Welcome fans and guests with exceptional customer service and a smile from gates to end of event.

• Scan tickets to verify authorized entry into Gillette Stadium and resolve any ticket issues by educating guests on mobile ticketing or escalating more significant challenges

• Politely resolve seat disputes by identifying the proper seat location and assisting the guests on navigating to the proper location.

• Create "moments to remember" by utilizing stadium resources and personal service drive for executing unique and individualized service opportunities

• Assist guests with any special requests including ADA questions or accommodations and walk with guests to ensure to reduce guest effort

• Make yourself available and visible to guests and provide assistance as needed including directions, policy questions and service opportunities. Guest relationships and their overall experience is our top priority.

• Commitment to safety by monitoring crowd activities and report any suspicious activity and/or behavior to your area supervisor.

• Special projects and assignments as business dictates.

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities

SKILLS AND QUALIFICATIONS

• Service-oriented person who places value on each guest interaction

• Driven focus to help and support guests and team members

• Maintain a positive and professional demeanor at all times

• Effective communication skills with the ability to communicate with a wide variety of people in an exciting environment

• Ability to take direction and demonstrate flexibility with shifting priorities on event day

• Ability to work full stadium events to include nights, weekends, and holidays.

• Minimum of High school education or equivalent

PHYSICAL DEMANDS

• Ability to stand for prolonged periods and/or walking

• Some positions may require the repeated climbing of stairs or ramps

• Must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

WORK ENVIRONMENT

• The noise level in the work environment is usually loud/very loud on event days

• This position may require work in inclement weather to include heat, cold, rain, snow

CERTIFICATES, LICENSES, REGISTRATIONS

• Roles that operate stadium elevators must have a state certification

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.