DEPARTMENT: Guest Experience

REPORTS TO: Manager, Guest Experience

SUPERVISES: Supervises the day-to-day activity of the Guest Experience Ambassadors

STATUS: Part-Time; Non-Exempt

San Diego Padres Commitment:

The San Diego Padres are committed to creating a diverse and inclusive environment for our employees. We strive to create an environment for everyone by including perspectives from backgrounds that vary by race, ethnicity, religion, gender, age, disability, sexual orientation, veteran status, and national origin.

We strongly encourage candidates from non-traditional backgrounds or underrepresented groups to apply.

If you are not sure you’re 100% qualified but are up for the challenge – we want you to apply. We believe skills are transferable and passion for our mission goes a long way.

San Diego Padres Petco Park Promise:

Our service values drive our behaviors to create the best experience for all of our guests who visit Petco Park. As a team member at Petco Park, we genuinely and passionately care about our guests, our ballpark and each other. We make meaningful and memorable connections that set us apart from other venues and experiences. Each position on our team actively lives out this nonnegotiable commitment every day to CARE, CONNECT, EXCEED.

Your role as a Guest Experience Ambassador (GEA) Lead:

As a Guest Experience Ambassador Lead, you will lead and direct a team of Ambassadors. You will be responsible for supervising, coaching, and motivating team members daily. You will be the first point of contact for team members and escalated guest issues, so you should be proactive in your approach and your communication skills should be excellent. You will be cross trained in all areas, however, may primarily work in one specific area. Ultimately, you should lead by setting a good example, be positive, encourage feedback and actively engage with both guests and team members.

All the responsibilities we will trust you with:

• Exemplifying our Petco Park Promise: CARE, CONNECT, EXCEED by proactively welcoming all guests to the ballpark and consistently striving to exceed all guests’ expectations
• Creating an inspiring team environment with an open communication culture
• Leading and supervising Guest Experience Ambassadors assigned to locations including, but not limited to, Guest Service Centers, directional positions outside of the gates, Wardrobe, and special event staffing during Padres home games and non-baseball events
• Assisting management with hiring processes and team member trainings
• Utilizing and assuring all team members are using the appropriate event communication channels to access current information, assist guests, report incidents, and recognize staff
• Assisting Guest Experience leadership team with team member recruitment, hiring, performance and training
• Identifying areas, topics and developing material for new training and skill checks
• Conducting pre-event briefings to provide team members updates including, but not limited to, event details, best practices, and continuing expectations
• Working collaboratively with management, fellow Captains/Leads, team members, other departments and contracted partners to create a positive and memorable ballpark and/or venue experience
• Engaging and listening to team members’ feedback, proactively resolve any issues or conflicts, and maintain the Guest Experience leadership team updates
• Monitoring team members’ performance and providing coaching and conduct performance evaluations when necessary

Your areas of knowledge and expertise that matter most:

• Being consistent, punctual, and having reliable attendance
• Being personable, enthusiastic, positive, and professional, with the ability to keep that same composure in a fast-paced large crowd environment
• Having excellent communication skills, with the ability to de-escalate situations
• Possessing a high degree of discretion, integrity, and accountability
• Having the ability to quickly learn and effectively operate technology-driven handheld, portable devices
• Having a strong ability to work well with others in a collaborative, respectful manner to create a positive and memorable ballpark and/or venue experience
• Being bi-lingual in English/Spanish is a plus but not necessary

You will be required to meet the following:

• Must be at least 18 years of age by the start of employment
• Minimum physical requirements: able to travel to and gain access to various areas of the ballpark for prolonged periods of time, up to the complete duration of shifts, and in all inclement weather, including rain and/or direct sunlight; able to lift and transport up to 25 pounds
• Consistently available to work flexible hours on a variety of shifts including days, evenings, weekends, holidays, and overtime as needed
• As a condition of employment, you must successfully complete all post-offer, pre-employment requirements, including but not limited to a background check

Salary and Additional Compensation:

Per the California pay transparency law, the pay rate for this position is $20.00 per hour. Part-time, non-union employees are subject to the San Diego Living Wage Ordinance and rates will increase accordingly.

In addition to your hourly rate, the Padres offer PTO, free parking, employee discounts, appreciation, and recognition opportunities for this position.

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