Job Title:Assistant, Guest Experience

Department:Ballpark Operations

Reports To:Senior Manager, Guest Experience

Status:Seasonal, Nonexempt

Primary Objective: Responsible for assisting with the day-to-day execution of the organization’s Guest Experience programming and operations—ensuring exceptional experiences for guests are both consistently and professionally met during baseball and large non-baseball events.

Essential Functions:

• Assist with the execution of Guest Experience programs and services that anticipate guests’ and Team Members’ needs; develop and maintain information sharing processes to ensure staff have access to the most up-to-date information to address questions from various audiences.
• Assist with creating and maintaining relationships with various stakeholders/clients.
• Assist with providing input on Guest Experience policies and procedures.
• Lead with a positive attitude and demonstrate commitment to all Team Members and Vendors.
• Liaise with Sodexo, Allied Universal, the Sales Department and Ballpark Operations to ensure delivery of exceptional experiences at all ballpark events (baseball and non-baseball).
• In coordination with People and Culture and Guest Experience, assist with the delivery of all guest experience related trainings and development programs; provide input on guest experience related communication materials to ensure accuracy and consistency in messaging.
• Work swiftly with the Senior Manager and Director, Guest Experience on any issues and incidents involving legal liability and represent the Club’s interests at all times while assisting guests.
• Assist with Guest issues as they arise on game days to resolve them in a timely manner; escalate any urgent issues to the Senior Manager, Guest Experience or Director, Guest Experience.
• Assist with resolving escalated guest service issues involving guests with diverse backgrounds, interests and concerns with utmost sensitivity, tact, diplomacy, and a global problem-solving emphasis.
• Assist with participating in guest comment response program(s), as directed.
• Assist with recommending and implementing improvements to T-Mobile Park to help enhance the guest experience in all areas.

• Sensitivity and responsiveness to cultural, ethnic, age, and other groups, enabling one to better anticipate needs and desires of a wide range of guests.
• Must possess leadership agility, with the ability to recognize the complexity of business needs in today’s environment, evolve as needed, and utilize talent to lead this transformation.
• A proven track record utilizing social/emotional intelligence, navigating a variety of social, emotional, and interpersonal situations to leverage the capabilities, insights, and ideas of all individuals.
• Exceptional problem solving skills; identifying, collecting, and analyzing relevant information to a problem and create multiple solutions.
• Strong decision-making ability, knowing when to make a unilateral decision and when to consult with the team or superiors, and how to involve them in the process. Incorporating strategic thinking; formulating objectives and priorities, and implementing plans consistent with short and long term interests. Capitalizing on opportunities and managing risks.
• Demonstrated accountability for results, with a solid ability to initiate and maintain actions to attain goals, regularly monitoring progress. Interpret and analyze data, programs, and policies, arriving at meaningful conclusions.
• Demonstrated ability to identify guest services strategies and translate them into tactical plans. Strong business acumen and project management skills are required.
• Must possess outstanding communication, leadership, and interpersonal skills.  Must also be persuasive, self-motivated, and possess strong integrity and character.  Will relate well to others inside and outside the organization.  Communication skills must include being clear and organized; persuasive yet inclusive. Will represent the organization professionally and positively in the business community consistent with the values of the Club and ownership. 
• Exemplifies a collaborative approach in dealing with management, team members, vendors, and customers. Is respectful of other people’s contributions, and is tactful and sensitive.
• Possesses outstanding written communication skills, with a great attention to detail.
• Demonstrates exceptional organizational skills; plans and prioritizes and works with a sense of urgency.
• Acts in a manner that is fair and ethical, and always with integrity.
• Ability to exercise sound judgment in every decision. Must be fair and honest in dealing with employees, suppliers, and customers.
• Must possess proficient computer skills including MS Word, Excel, and Outlook.

• Knowledge of or ability to learn MS Project and budgetary software programs.
• Will perform other duties as assigned.

Education and Experience:

• Bachelor’s degree in hospitality management, public relations, business administration or related field required.  Equivalent, relevant work experience may be considered in lieu of formal education if approved by management.

• Minimum of one (1) years of experience in large facility guest experience/operations, preferably in major league sports or entertainment.
• Management experience preferred.

Competencies, Knowledge, Skills and Abilities (KSA’s):

• Authentic and Aware: Exemplifies the highest standards of professionalism and ethics, demonstrating a dedication to doing the right thing and treating everyone with respect. Is self-aware and open to feedback, ability to speak the truth with a positive intent, foster a culture of honesty and builds trust with the team. Commitment to the organization's mission is evident in both words and actions, aligned to actively contribute to the fulfillment of organizational goals.  

• Communicate and Collaborate: Values others and their views, actively engaging and partnering with team members. Seeks clarity and shares information transparently, fostering a collaborative environment while influencing others and aligning support. Excels in seeking out and leveraging the right resources, engaging in teamwork with a positive and productive approach. Whether verbally or in writing, communicates in a clear and constructive manner, contributing to an engaged and efficient workplace.  

• Execute with Purpose: Takes action and demonstrates accountability, leading with a sense of urgency and dedication to achieving results. Sets and meets challenging expectations for themselves and others, making timely, data-driven decisions and taking ownership of outcomes. Approachable, engaged, and committed; sets a positive tone and cares deeply about the organization. Manages time, priorities, and resources effectively, aiming for and achieving excellence.  

• Adapt and Innovate: Acts boldly, fosters innovation, and supports transformational change. Leveraging analysis and insights, develops new directions and solutions, identifying opportunities for improvement and displaying a commitment to fixing them. With an ongoing commitment to learning and self-development, overcomes challenges constructively and adjusts effectively to shifting priorities and rapid change. This approach contributes to a dynamic work environment focused on progress and continuous improvement. 

The Mariners are committed to providing competitive pay, perks, and benefits packages for our valued Team Members. 

The anticipated starting pay for this seasonal role is $25 per hour. 

All perks are subject to eligibility requirements and availability and may be modified or amended from time to time. 

This information is being provided in accordance with the Washington State Equal Pay and Opportunity Act.