Job Title:          Guest Service Representative

Department:     Ballpark Operations

Reports To:      Zone Supervisor

Status:              Event Staff, Seasonal, Non-Exempt  

Primary Objective: You will be one of the first friendly faces to proactively welcome guests to the ballpark. Guest Service Representatives are responsible for contributing to and creating exceptional experiences for all guests by providing courteous, friendly, and knowledgeable service. You will be supporting different areas of the ballpark including, but not limited to, the seating bowl, vertical transportation, public concourses, and entry gates.

Essential Functions:

• Must be available to work at least sixty percent (60%) of all baseball and large non-baseball events which includes weekdays, weekends and holidays.
• Deliver prompt, friendly, and courteous guest service in accordance with Mariners Way standards, providing guests with an exceptional game and event experience.

• Greet guests with a positive, professional, and helpful demeanor upon their arrival and departure from the ballpark.
• Offer assistance to our guests, including providing directions, game schedules, public transportation and other information as necessary.
• Escort guests with accessibility needs utilizing stadium wheelchairs throughout T-Mobile Park and the Mariners Garage.

• Assist with escalated ticketing issues in partnership with the Ticketing Team and resolve such issues if possible or redirect guests to Ticket Help Representatives as necessary.
• Promote and help operate Guest Experience Programs and services, including Designated Driver, lost and found, the Sensory Room and related services, Nursing Room locations, stroller valet, First Game Certificates, and other services as determined.
• Closely review guests’ tickets for valid date and seat/suite location; clearly communicate directions to guests, assist them in identifying their seats, and provide instructions for navigating the facility via stairs, escalators, elevators, and/or ramps.
• Monitor assigned area at all times; remain alert for injuries that may occur in the ballpark environment (e.g. those resulting from a foul ball, a home run ball, a slip and fall, etc.).
• Clearly communicate – the location of and other relevant information pertaining to unruly or intoxicated guests, situations requiring medical attention, or situations requiring clean-up to the appropriate department via communication device and/or radio.
• Recognize and resolve guest concerns or issues, escalating guests to the Captain or Guest Experience MOD as needed.
• Ensure walkways and aisles are always accessible by effectively communicating the obligation to keep passageways clear to guests or vendors who may be impeding access.
• Assist Event Operations with organization and distribution of promotional items at gates and select areas throughout the ballpark as needed.

• Proactively monitor guest behavior and report Fan Code of Conduct issues. Respond to Fan Text Hotline dispatch calls as needed.

• Care for our ballpark by reporting security, safety, and housekeeping issues via appropriate communication channels, including but not limited to portable devices.
• In the event of an emergency, redirect guests from elevators and escalators to ramps and stairwells.
• Share and express thoughts in a clear and effective manner through verbal and written communication skills. Exhibit effective listening skills and build positive relationships with all team members, vendors, and guests. Engage in diplomatic, tactful, and professional communication at all forms times.
• Understand and support the team and promptly volunteer to assist others. Maintain a positive attitude in all interpersonal interactions and demonstrate a willingness to achieve common goals. Effectively work with other Team Members to cooperatively solve problems. Consistently engage in respectful workplace behavior.
• Take personal responsibility for getting things done in a way that positively and professionally represents the organization.
• Demonstrate through actions and interactions with others a commitment to Mariner Purpose, Mission and Values.
• Maintain competence in all required job skills and relevant knowledge. Thoroughly complete work assignments correctly, diligently, and promptly. Identify and correct errors. Be careful, alert, and attentive to all details of the job.
• Make decisions and take actions that contribute to exceptional experiences for guests.
• Attend all mandatory Team Member meetings and training.
• Perform other duties as assigned

Education and Experience:

• High school diploma or GED preferred. Equivalent, relevant work experience may be considered in lieu of formal education if approved by management.
• Previous customer service experience preferred.
• Ability to understand and utilize technology, including but not limited to radios, communication devices, and ticket scanners.

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.

Physical Activities and Working Conditions:

• Outdoor work environment, subject to fluctuation in temperatures, exposure to the sun and elements.
• Must be able to work afternoon, evening and night games and events, prior to opening of facility to the public and through closing of the facility.
• Must be able to stand and/or walk on concrete stairwells, ramps, and concourses for the duration of baseball games or stadium events.
• Must be able to walk up and down steep stairs and maintain balance while assisting guests.
• Must be able to lift, push, or pull loads up to 50 pounds.
• Must have functional near field vision.
• Must have functional manual dexterity.

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 $23.00 per hour. All perks and other benefits 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. 

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