Job Description

Job Title

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: Ensure all guests enjoy a safe, pleasant, and comfortable environment by performing thorough bag checks, managing gate entry, and maintaining the safety of fans throughout the game. Deliver exceptional customer service while upholding ballpark policies to create positive, memorable experiences at Progressive Field.

Responsibilities & Duties:

• Maintain a secure and welcoming environment for fans, visitors, and teammates at Progressive Field
• Deliver exceptional customer service by actively engaging with guests, providing directions, answering questions, and addressing concerns or complaints
• Ensure a visible security presence at entry and exit gates, the Ballpark, dugouts, bullpens, team shops, and restricted areas
• Monitor and secure restricted locations, preventing access by unauthorized individuals
• Welcome and interact with guests in a friendly and engaging manner upon their entry and exit
• Provide effective crowd management and assist with movement as needed
• Respond calmly and professionally to conflicts, medical situations, or other incidents, and complete the necessary reports promptly
• Apply a thorough understanding of Progressive Field policies and procedures, ensuring they are consistently enforced
• Familiarize yourself with the Game Day Staff Associate Handbook, adhering to all outlined policies and procedures
• Demonstrate a strong knowledge of and ability to follow the Standard Operating Procedures handbook
• Follow your assigned work schedule, and participate in pre-event briefings and meetings
• Communicate proactively with your Manager regarding potential work conflicts, including absences, emergencies, or scheduling adjustments
• Exhibit professionalism and a composed demeanor at all times
• All other duties and responsibilities as assigned

Role Requirements:

• Must be 18 years of age or older
• Ability to successfully complete training requirements is mandatory This training is provided by the Cleveland Guardians and includes eight (8) hours of security and anti-terrorism training in the first year of employment, and a minimum of four (4) hours annually thereafter
• Possess a working understanding of safety and security functions, customer service philosophies, and principles related to conflict de-escalation and resolution
• Ability to join and maintain good standing in the Service Employees International Union, Local 1

Department Requirements:

• Familiarize yourself with and comprehend the relevant policies and procedures of the Ballpark Services department and the Cleveland Guardians Organization
• Develop a clear understanding of various departments within the organization and the specific staff members in the department
• Effectively monitor and implement policies and procedures, maintaining a professional and friendly demeanor when interacting with guests
• Gain comprehensive knowledge of all areas within the ballpark to provide accurate directions and assistance to guests
• Maintain a professional appearance in compliance with the Employee Handbook and our uniform requirement

Availability Requirements:

• Availability for a minimum of 53 out of 81 home games each year (65%) is required
• Must be open to working events beyond Cleveland Guardians baseball games

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 $16. 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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