Usher/Ticket Taker

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.

About the role

This is a weekend-only role. The selected candidate must be available Friday, Saturday and Sunday and be able to work all scheduled weekend shifts. The role requires welcoming and assisting Cleveland Guardians fans with seating and ticket checks to ensure a smooth experience. Duties encompass ticket verification, guiding guests, sharing information, managing crowd movement, and upholding ballpark regulations. The focus is on delivering outstanding customer service while fostering an enjoyable atmosphere for all fans.

Responsibilities

• Deliver exceptional service by welcoming guests, addressing questions, and resolving complaints while maintaining a friendly and proactive demeanor.
• Check and scan tickets at entry points, ensuring proper access to events and applying wristbands for private areas as needed.
• Stay mobile throughout the ballpark to maintain order and safety, monitoring escalators and addressing any issues proactively.
• Remain enthusiastic while standing for long periods at your designated post, keeping a friendly attitude and an active, engaging presence.
• Participate in post-game activities, including fireworks and events, while documenting any unusual occurrences for timely reporting.
• Work with security to monitor alcohol consumption, conduct regular checks of public areas, and report any medical, security, or maintenance needs promptly.
• Monitor all public areas within and surrounding the ballpark to maintain cleanliness, order, and safety, with any important findings reported to Base.

Requirements

• Proven ability to exceed customer expectations and create premium experiences.
• Capability to walk, stand, and climb during shifts of 4–8 hours while maintaining motivation and engagement, with occasional lifting of up to 25 lbs.
• Excellent verbal and written communication skills, demonstrating trustworthiness and dependability.
• Proficient in analyzing situations, working independently or collaboratively, and basic computer skills for operational tasks (Internet Explorer, ABI, and UKG).
• Joining the union is a requirement for this position.
• Must be at least 16 years old.
• Understand and adhere to the Ballpark Services department policies and procedures, as well as those of the Cleveland Guardians Organization.
• Gain a clear understanding of various departments and their staff responsibilities to facilitate effective collaboration.
• Maintain a professional demeanor while monitoring policies, ensuring compliance with the Employee Handbook and uniform standards.
• Must be available for a minimum of 40 out of 81 home games from April to October.
• Must be available to work entire assigned shifts, including pre-events, post-events, and rain delays, with the ability to work long, irregular hours, including nights, weekends, and holidays during the baseball season.
• Attend all required training sessions and daily briefings as directed.
• 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, 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.

Schedule

• Weekend-only role: must be available Friday, Saturday, and Sunday for all scheduled weekend shifts.
• Typical work hours (subject to change depending on game/gate time):
  • Night Games: 5:00 PM start
  • Day Games: 11:30 AM start
• Break times are determined by your Supervisor.

Pay

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.

Benefits

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. At the Cleveland Guardians, we are all about creating an environment that brings out the best in everyone and fostering a sense of belonging.