Tour Operations Associate

About the role

The Tour Operations Associate supports the day-to-day operation of Highmark Stadium Tours by overseeing weekend and select evening tour offerings, serving as the Supervisor on Duty, and providing direct supervision to part-time tour staff. This role is responsible for ensuring tours are delivered safely, efficiently, and in accordance with established operational standards while maintaining exceptional guest service and professionalism. The ideal candidate is highly organized, responsive, detail-oriented, and comfortable working in a fast-paced environment. Acting as a key operational leader during nontraditional business hours, the Tour Operations Associate helps create a memorable guest experience while upholding the high standards of Legends Global and the Buffalo Bills.

Highmark Stadium is the new home of the Buffalo Bills and represents the largest construction project in Western New York history. Featuring state-of-the-art technology and amenities designed to elevate the fan experience, the stadium celebrates the history of the Buffalo Bills while ushering in an exciting new era.

Main Responsibilities

• Serve as the Supervisor on Duty during weekend and select evening tour operations.
• Supervise, support, and motivate part-time tour staff while maintaining operational standards and a positive team environment.
• Resolve staff, guest, and ticketing issues in a timely and professional manner.
• Prepare tour staff for daily operations by communicating tour manifests, event space availability, route updates, and other operational information.
• Set up and break down daily tour materials including credentials, lanyards, signage, and more.
• Deliver exceptional guest service by engaging with visitors and ensuring a memorable tour experience.
• Provide information regarding public tours, private tours, special experiences, and other Highmark Stadium offerings.
• Communicate effectively with staff and operational partners via two-way radio to coordinate tour timing and daily activities.
• Ensure the safety and security of all guests, staff, and tour spaces.
• Assist with maintaining tour readiness, presentation standards, and overall operational efficiency.
• Perform other duties and responsibilities as assigned.

Required Skills And Experience

• Availability to work weekends and select evenings.
• Strong verbal communication skills with the ability to engage and present to groups of varying sizes, ages, and backgrounds.
• Proven customer service experience with a positive, team-oriented approach.
• Excellent interpersonal and guest engagement skills.
• Ability to assess situations quickly, adapt to changing needs, and resolve issues effectively.
• Demonstrated leadership skills with a commitment to honesty, integrity, and transparent communication.
• Strong organizational and project management skills with the ability to coordinate people, processes, and resources.
• Ability to lead teams and manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to operational excellence.
• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Ability to work independently, exercise sound judgment, and make decisions in a Manager on Duty capacity.

Qualifications

• Must be 18 years of age or older.
• Strong organizational skills with excellent attention to detail.
• Excellent written and verbal communication skills with a customer-first mindset.
• Ability to manage multiple priorities and respond to time-sensitive guest needs.
• Comfortable communicating with guests via email and phone.
• Ability to work independently while collaborating effectively within a team environment.
• Proficiency with Microsoft Office, including Outlook and Excel.
• Experience with Ticketmaster Archtics, CRM platforms, or ticketing systems is preferred but not required.
• Previous experience in customer service, hospitality, ticketing, sales support, events, or administrative support is preferred.
• Ability to remain professional and solutions-oriented in a fast-paced environment.
• Must be available to work a flexible schedule based on the Tour and stadium event calendar.

Compensation

Competitive salary of $21–$23/hour commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

Physical Demands

• Ability to lift/move/maneuver up to 50 lbs.
• Constant standing, walking, bending, reaching and repetitive motions.
• Ability to work in all weather conditions.
• Exposure to loud noises (i.e., fireworks, voices, and audio systems), flashing lights, and extreme heat/cold.