Intern, Guest Experience

22 hours ago

Hamilton, Canada Hamilton Tiger-Cats Football Club Full time

The Hamilton Tiger-Cats and Forge FC Guest Experience Department strives to offer a world class fan experience, creating exemplary moments that set a new standard for guests that enter our venue. The Guest Experience Intern will play a key role in executing and improving departmental programs to ensure all guests at Tim Hortons Field receive the best possible customer service. Also, the role will provide valuable recruitment and management experience.

Responsibilities and Duties:

- Assist in interviewing and hiring a portion of the Guest Experience Team (ushers, ticket scanners, parking attendants, etc.)
- Update the GE Team training programs and assist with staff training.
- Help with scheduling and managing the GE Team at all Tim Hortons Field events.
- Manage the Tim Hortons Field Ambassador programs including special occasion in-seat visits and accessible escorts.
- Oversee the staff rewards program.
- Create new policies and procedures for the GE Team and for fans to ensure the highest level of service is provided at Tim Hortons Field
- Assist in managing guest feedback systems to evaluate the impact of various guest experience initiatives.
- Research, identify, and implement opportunities for new guest experience programs.
- Available to work evenings and weekends.

Qualifications and Skills:

- Superior customer service skills developed through previous experience in consumer-facing roles
- Event management skills developed through previous experiences.
- Attention to detail and a genuine desire to improve best practices and procedures.
- An ability to work well under pressure with others in a fast-paced environment.
- Strong verbal and written communication skills and problem-solving abilities.
- Excellent organizational and time management skills
- Previous leadership experience is an asset.
- Passion for football, soccer, the Tiger-Cats, Forge FC, and the Hamilton community

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