What are the responsibilities and job description for the Tour Guide & Game Day Receptionist position at Miami Marlins?
Position Summary
Bring the magic of loanDepot park to life! The Tour Guide & Game Day Receptionist serves as a key ambassador for the Miami Marlins, delivering memorable experiences both behind the scenes and on event days. This dual-role position leads engaging stadium tours that highlight the history, architecture, and excitement of one of Miami’s premier sports and entertainment venues. On game days and during special events, this role acts as a frontline hospitality representative, welcoming Guests and supporting exceptional service operations. This is a dynamic, guest-facing position ideal for individuals who thrive in fast-paced, high-energy environments.
Essential Functions
Tour Guide Responsibilities
• Lead scheduled public and private tours of loanDepot park, providing engaging, informative, and memorable experiences.
• Deliver both scripted and unscripted commentary tailored to diverse audiences, including tourists, students, fans, corporate groups, and VIPs.
• Ensure Guest safety, comfort, and accessibility throughout the tour experience.
• Maintain knowledge of current and upcoming events to accurately answer Guest questions.
• Assist with tour check-in, registration, and efficient group flow management.
• Represent the Miami Marlins and loanDepot park with professionalism, enthusiasm, and pride at all times.
Game Day & Event Receptionist Responsibilities
• Serve as the first point of contact for Guests, addressing questions, concerns, and complaints with professionalism and care.
• Support the Coordinator of Fan Services, Recovery, and Tours by dispatching service recovery team members and assisting with resolution efforts.
• Help monitor Guest Experience standards to ensure a clean, welcoming, and organized environment.
• Collect Guest feedback and report trends or recurring issues to leadership.
• Assist with monitoring and responding to service-related inboxes during events.
• Support Fan Pack requests and monitor interactions with the Marlins Virtual Assistant.
• Complete administrative tasks and special projects as assigned.
Qualifications & Requirements
• Flexible availability, including weekdays, evenings, weekends, and holidays.
• Comfortable speaking in front of groups and engaging with a wide variety of audiences.
• Strong communication, storytelling, and interpersonal skills.
• Ability to remain professional and composed while working in fast-paced, high-pressure environments.
• Customer service experience preferred; experience in sports, entertainment, or hospitality settings is a plus.
• Ability to walk and stand for extended periods during tours and events.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office preferred.
• Fluency in English required; Spanish or additional language skills are a plus.
• Must be at least 18 years of age.
Education & Experience
• High school diploma or equivalent required; some college coursework or degree preferred.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
Bring the magic of loanDepot park to life! The Tour Guide & Game Day Receptionist serves as a key ambassador for the Miami Marlins, delivering memorable experiences both behind the scenes and on event days. This dual-role position leads engaging stadium tours that highlight the history, architecture, and excitement of one of Miami’s premier sports and entertainment venues. On game days and during special events, this role acts as a frontline hospitality representative, welcoming Guests and supporting exceptional service operations. This is a dynamic, guest-facing position ideal for individuals who thrive in fast-paced, high-energy environments.
Essential Functions
Tour Guide Responsibilities
• Lead scheduled public and private tours of loanDepot park, providing engaging, informative, and memorable experiences.
• Deliver both scripted and unscripted commentary tailored to diverse audiences, including tourists, students, fans, corporate groups, and VIPs.
• Ensure Guest safety, comfort, and accessibility throughout the tour experience.
• Maintain knowledge of current and upcoming events to accurately answer Guest questions.
• Assist with tour check-in, registration, and efficient group flow management.
• Represent the Miami Marlins and loanDepot park with professionalism, enthusiasm, and pride at all times.
Game Day & Event Receptionist Responsibilities
• Serve as the first point of contact for Guests, addressing questions, concerns, and complaints with professionalism and care.
• Support the Coordinator of Fan Services, Recovery, and Tours by dispatching service recovery team members and assisting with resolution efforts.
• Help monitor Guest Experience standards to ensure a clean, welcoming, and organized environment.
• Collect Guest feedback and report trends or recurring issues to leadership.
• Assist with monitoring and responding to service-related inboxes during events.
• Support Fan Pack requests and monitor interactions with the Marlins Virtual Assistant.
• Complete administrative tasks and special projects as assigned.
Qualifications & Requirements
• Flexible availability, including weekdays, evenings, weekends, and holidays.
• Comfortable speaking in front of groups and engaging with a wide variety of audiences.
• Strong communication, storytelling, and interpersonal skills.
• Ability to remain professional and composed while working in fast-paced, high-pressure environments.
• Customer service experience preferred; experience in sports, entertainment, or hospitality settings is a plus.
• Ability to walk and stand for extended periods during tours and events.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office preferred.
• Fluency in English required; Spanish or additional language skills are a plus.
• Must be at least 18 years of age.
Education & Experience
• High school diploma or equivalent required; some college coursework or degree preferred.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.