Fan Ambassador Supervisor

Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians.

The Guardians are looking for service minded teammates, who are committed to working together to help us create amazing memories for fans, each other and all visitors to Progressive Field. 

PRIMARY PURPOSE: Dedicated, service-oriented team members who collaborate to create unforgettable moments for fans, one another, and all visitors at Progressive Field. The main responsibility of the Fan Ambassador Supervisor is to lead the Fan Ambassador team, guaranteeing that all guests enjoy a safe, welcoming, and comfortable atmosphere while delivering outstanding customer service to foster positive, memorable experiences.

RESPONSIBILITIES & DUTIES:

Game Day Management

• Manage and supervise a team of 30 staff, ensuring all assignments are completed efficiently and effectively. 
• Conduct pre-game briefings for Fan Ambassadors and attend necessary training sessions. 
• Oversee the preparation and storage of pre- and post-game materials, ensuring proper handling.  
• Deliver exceptional customer service by engaging with guests, resolving complaints, and creating memorable experiences. 
• Monitor cleanliness and safety in all public areas of the ballpark, documenting any unusual occurrences. 
• Coordinate transportation logistics and assist with various departmental operations, including the Designated Driver Program. 

Game Day Responsibilities 

• Assist with the preparation and organization of pre-game materials (such as scanners, parking passes, ADA tickets, and fan enhancement items) and ensure proper breakdown and storage of materials after each game. 
• Deliver outstanding customer service by actively engaging with guests, welcoming them, providing information, addressing inquiries, and resolving complaints both inside and outside Progressive Field. 
• Create memorable experiences for visitors by delivering surprising and delightful moments while overseeing service recovery when needed. 
• Work independently to make decisions that prioritize the interests of both fans and the Guardians, proactively addressing potential issues related to ticketing, in-ballpark incidents, and fan complaints, escalating when necessary. 
• Foster strong relationships with guests and fellow employees at Progressive Field, while collaborating with staff in the Lower Fan Service Center and Upper Fan Services to provide excellent service. 
• Monitor and maintain cleanliness, order, and safety in public areas inside and outside the ballpark, documenting unusual occurrences and reporting them to supervisors, while also participating in public health training and enforcing related protocols as necessary. 
• All other duties as assigned by the Manager.

ROLE REQUIREMENTS:

• Minimum of 1 year as Fan Ambassador
• Previous supervisory experience preferred, but not required 
• Availability to report for shift on game days 1-hour prior to staff briefing time 
• Must be 16 years or older

AVAILABILITY REQUIREMENTS: 

• Available to work the vast majority (minimum 60 of 81) of all home games during April through September. 
• Ability to work long and irregular hours including nights, weekends, and all holidays during the baseball season. 
• Ability to work entire assigned shift, this includes but not limited to pre-events, post events, and rain delays. 
• Attend all required trainings and daily briefings. 
• Typical Work Hours (subject to change depending on game/gate time) 
  • Night Games: 4:00 p.m. start 
  • Day Games: 10:00 a.m. start 
  • Break times are determined by your Manager 

 ORGANIZATIONAL REQUIREMENTS: 

• Demonstrates the ability to read, speak, comprehend, and communicate effectively in order to perform job duties and interact with coworkers.  
• Represents the Cleveland Guardians in a positive fashion to all business partners, teammates, and the general public.  
• Ability to build robust, professional relationships with teammates by demonstrating interpersonal skills, approachability, and a collaborative spirit contributing to a positive, respectful work environment.  
• Ability to perform the essential physical requirements of the role as outlined in the job description, which may include extended periods of sitting, standing, lifting, or navigating a multilevel ballpark.  
• Adapts quickly and effectively to a fast-paced, dynamic, and diverse work environment.  
• Ability to act according to the organizational values and service excellence at all times.  
• Willingness to work extended days and hours, including holidays and weekends.  
• Willingness to adhere to all Major League Baseball and Club policies

As a proud pillar of the Cleveland community, the Cleveland Guardians are dedicated to building a team that embodies the heart and spirit of our city. We offer compensation and benefits that attract, engage, and retain top talent - individuals who share our commitment to excellence, teamwork, and making an impact both on and off the field.

The expected hourly rate for this position is $17.05. This rate serves as a general guideline; actual compensation will be determined based on a candidate’s skills, experience, and qualifications, as well as market and business considerations.

At the Cleveland Guardians, we are all about creating an environment that brings out the best in everyone. It is a big part of who we are, how we compete, and how we make an impact in our community. We want every employee to feel like they truly belong here.  

We also know that people sometimes hesitate to apply for jobs unless they check every single box on the qualifications list. We’re looking for the best person for the job, and we know that you might bring skills and experiences that aren’t exactly listed but could be a huge asset to our team. So, if this role excites you, we encourage you to apply, even if you don’t meet every single qualification. 

Salary : $17