Guest Services Representative

DEPARTMENT: Guest Experience

REPORTS TO: Sr. Manager, Premium Experience

STATUS: Part-Time; Non-Exempt; Union (SEIU, Local 1877)

Our service values drive our behaviors to create the best experience for all 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 Services Representative (GSR):

You will be one of the first friendly faces to proactively welcome guests to the ballpark. You will be supporting different areas of the ballpark including, but not limited to, the seating bowl and entry gates.

As a Guest Service Representative, you will gain or strengthen a variety of skills in the areas of customer service, people, and crowd management to exceed guest expectations.

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
• Utilizing ticket scanning equipment to assist guests at entry gates
• Managing crowd flow, verifying, and maintaining ticket integrity in the seating bowl
• Evaluating guests’ needs during events through empathy, good listening skills, and effectively resolving them through appropriate action, service, or solution
• Caring for our ballpark by reporting security, safety, and housekeeping issues via appropriate communication channels; including but not limited to portable devices
• Continuously improving your understanding and knowledge of the ballpark, baseball, and the Padres to engage and assist our guests

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
• Must be available to work a minimum of seventy-five percent (75%) of ALL scheduled events during each calendar year, including one hundred percent (100%) of all baseball events scheduled for weekends (Friday, Saturday, and Sunday) with the exception of up to six (6) weekend events
• 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

This position is a Union position and as such is subject to the rates and benefits agreed upon in the Collective bargaining agreement.

Per the California pay transparency law, the pay rate for this position starts at $18.80 per hour and will increase after the first sixty (60) events to $20.80.

In addition to your hourly rate, union positions also receive paid sick leave, holiday pay for specific holidays, parking reimbursement, eligibility for an end of season bonus, employee discounts and appreciation, and recognition opportunities.

The San Diego Padres are committed to creating a diverse and inclusive environment for our employees. We welcome applicants from all backgrounds and encourage those who may not meet every qualification but are passionate about our mission to apply. Skills are transferable, and enthusiasm for our work is highly valued.