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Guest Experience Captain

Posted on March 22, 2024
Teamsters 117
The Seattle Mariners Baseball Club
Part-time
23.50
 per hour
Seattle, WA
Applications accepted until position filled

Job Title:Guest Experience Captain

Department:Ballpark Operations – Guest Experience

Reports To:Zone Supervisor

Status:Event Staff, Seasonal, Non-Exempt

Directly Supervises: Designated Event Staff on Team/Zone

Primary Objective: Responsible for leading with a positive attitude and demonstrating commitment to all Team Members. Manage and teach the operation while holding Team Members accountable for delivering the Mariners Way, our guest service philosophy, to guests and to each other. Responsible for helping execute day to day operations for baseball and large non-baseball events.

Captain Essential Functions:

  • Must be available to work at least 75% of baseball and large non-baseball events.
  • Will attend all Homestand leadership briefings with Zone Supervisors and management staff.
  • Will participate in Zone/Management briefings and conduct shift briefings for all Team Members within their respective Team.
  • Will provide documented performance feedback and recommendations for corrective action and positive recognition to Zone Supervisor/Manager.
  • In-shift monitoring of staff time – punching in/punching out, lunches, breaks, etc.
  • When directed, coach and teach Team Members in improved incident reporting.
  • Will ensure evacuation procedures/emergency procedures are followed and taught to all Team Members.
  • Provide timely feedback to ensure Team Members are providing exceptional guest service to all guests.
  • Provide feedback to Zone Supervisor(s) regarding Team Member performance.
  • Informs Zone Supervisor and Manager, Guest Experience of any guest or Team Member issues that require escalation or visibility from Ballpark Operations Management or Human Resources.
  • Troubleshoot quickly and efficiently to solve guest issues escalated by Team Members.
  • Follow appropriate protocol in responding to sensitive situations including injuries, incidents involving alcohol, and unruly guests. Will document all incidents and enter information into 24/7 once reviewed and as directed by Zone Supervisor/Manager.
  • Helps directs Team Members to the correct resource for requests including reasonable accommodations, Leaves of Absence, resignations, retirements, and any other action that is a change in employment status.
  • Attend mandatory trainings and meetings
  • Other duties as assigned.

Education and Experience:

  • Minimum of one (1) year of leadership experience in large facility guest experience/operations, preferably in major league sports or entertainment.
  • Management experience preferred.
  • High School Diploma or GED Equivalent.

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

  • Sensitivity and responsiveness to cultural, ethnic, age, and other groups, enabling one to better anticipate the 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.
  • 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 great attention to detail.
  • Demonstrates exceptional organizational skills; plans and prioritizes and works with a sense of urgency.
  • Acts fairly, ethically, and always with integrity.
  • Ability to exercise sound judgment in every decision. Must be fair and honest in dealing with employees and customers.
  • Must possess proficient computer skills including MS Word, Excel, Scheduler and Outlook.

 

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 $23.50 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.
About the employer: The Seattle Mariners Baseball Club
About your union: Teamsters 117

Teamsters 117 is one of the most powerful, diverse, and dynamic unions in the Pacific Northwest. With over 17,000 members, we have grown to become the second largest Teamsters local in the country. From accountants to zookeepers, Local 117 members work in a mix of public service and private sector jobs. We keep our economy humming, our streets clean and safe, and our communities strong.

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