Guest Experience Usher

The Buffalo Bills, founded in 1959, are a storied NFL franchise with five consecutive AFC East division titles, two AFL Championships (1964-1965), and four straight AFC Championships (1990-1993). Based in Orchard Park, New York, the team is owned by Terry and Kim Pegula, who also operate the Buffalo Sabres (NHL), Buffalo Bandits (NLL), and Rochester Americans (AHL).

About the role

The Guest Experience Usher ensures guests have an organized, positive, and friendly experience at Highmark Stadium. Ushers serve as a visible presence in seating areas, assisting with seating, monitoring aisles, and upholding stadium policies to provide a safe, clean, and family-friendly environment.

Responsibilities

• Greet guests upon arrival, check tickets, and direct them to seating locations.
• Provide accurate directions to stadium locations, including restrooms, merchandise, and food & beverage areas.
• Monitor assigned areas to support guest safety, comfort, and enjoyment; report issues to Event Command.
• Enforce the Wait for Whistle policy and Fan Code of Conduct professionally.
• Conduct aisle walks, engage with fans, and address concerns.
• Check tickets and wristband guests for re-entry at club & suite locations.
• Promote Fan Experience programs offered in the stadium.
• Assist guests with accessible service transportation communication.
• Address guest concerns in coordination with Stadium Security and Guest Experience Supervisors.
• Complete initial and final walkthroughs of stadium areas and report issues to supervisors.
• Perform additional duties as assigned.

Requirements

• Strong verbal and/or non-verbal communication skills.
• Friendly, engaging, and service-oriented demeanor.
• Ability to adapt quickly to different situations.
• Team-oriented mindset.
• Must be 18 years or older and pass a background check.

Preferred Skills

• Prior customer service experience.
• Ability to use technology, including iPads, iPhones, laptops, and radios.

Physical Requirements

• Ability to walk long distances, climb stairs, and stand for 6+ hours.
• Ability to work outdoors in all weather conditions for 6+ hours.
• Manual dexterity and hand-eye coordination for tasks like wristbanding and ticket scanning.
• Ability to work effectively in high-noise environments.
• Ability to verbally communicate with fans, staff, and partners.
• Ability to navigate large venue spaces.

Job Expectations

• Attend mandatory training classes, all Buffalo Bills home games, and additional events as required.
• Work in a fast-paced, high-stress environment.
• Work the entirety of stadium events, including staying up to 2 hours post-event.
• Reliable transportation to and from Highmark Stadium.
• Must be available to work weekends, nights, and holidays.

Pay

$18.00 per hour. This position is part of the SEIU Local 200 Ushers and Ticket Takers Union, requiring yearly membership dues.