Guest Experience Intern
About The Position
The Guest Experience Intern is part of FC Cincinnati’s Event Operations department and helps deliver a world-class guest experience at TQL Stadium through friendly, knowledgeable, and proactive customer service. The intern learns about and assists with training ticket scanners, ushers, elevator attendants, Guest Experience Center ambassadors, premium attendants, and wheelchair attendants. Matchday duties include supporting the check-in tent and GEA help desk, managing uniforms and Lost and Found, and assisting with area management and crowd safety. The role supports FC Cincinnati matches and other scheduled stadium events, averaging 25 hours per week with home matches. Weekend, evening, and holiday work may be required. This is a paid internship at $15 per hour, with college credit available. The position is allotted for the 2027 MLS Sprint Season, running February through April; continued employment during the 2027–2028 season may be possible depending on organizational needs and individual performance. The role operates in a stadium environment with generally high noise levels, heavy crowd traffic, variable temperatures, bright or dark lighting, and occasional exposure to pyrotechnics or strobe lighting. The intern may need to stand for up to six hours and traverse the stadium’s various levels and areas. Outdoor events may involve hot, cold, wet, or windy conditions.
Requirements
- Working toward or completion of a bachelor’s degree in business, hospitality, sports management, or a related field; a high school diploma or GED is required.
- Experience developing and presenting adult-learning training materials and subject matter to multiple audiences.
- Proficiency in Microsoft Office or Google Suite applications.
- Excellent interpersonal, verbal, and written communication skills, including the ability to communicate instructions and information effectively to people at all levels.
- Strong organizational skills, attention to detail, and ability to multitask.
- Outstanding customer-service and interpersonal skills.
- Ability to anticipate needs, assess situations, and act accordingly.
- Ability to work positively in a fast-paced environment.
- Ability to work the majority of TQL Stadium events, including home games, non-FC Cincinnati soccer matches, concerts, and other events; weeknights, weekends, and holidays may be required.
- Ability to stand for long periods, walk, bend, and continuously climb stairs.
- Ability to work outdoor events in hot, cold, wet, or windy conditions throughout a shift.
- Strong physical condition and ability to traverse stadium levels and areas and to stand, walk, climb, or run for extended periods.
Nice To Haves
- Fluency in Spanish; bilingual English and Spanish ability is preferred but not required.
- College credit is available for the internship.
Responsibilities
- Provide championship-level service to guests and staff at TQL Stadium.
- Maintain a professional appearance and use training tools and resources to create a positive stadium atmosphere.
- Greet guests proactively and assist with inquiries at all points of contact.
- Take ownership of resolving guest issues, including lost-and-found matters and duplicate ticket issues.
- Work with the Guest Experience Manager to direct, update, and encourage team members in an assigned area.
- Supervise event-day staff at TQL Stadium.
- Assist with enforcing stadium rules and regulations, maintaining safety, and providing a quality guest experience.
- Assist the Guest Experience Coordinator in preparing the team for match days.
- Manage distribution of food to event-day staff.
- Coordinate distribution of match-day access-control supplies with the Guest Experience Manager.
- Monitor fan behavior, respond to potential crowd-control issues, investigate incidents, and complete incident reports promptly.
- Assist with training ticket scanners, ushers, elevator attendants, Guest Experience Center ambassadors, premium attendants, and wheelchair attendants.
- Support matchday activities including the check-in tent, GEA help desk, uniform management, Lost and Found, and area management.
- Perform additional responsibilities as needed and directed by the Guest Experience Manager.
Benefits
- Paid internship at $15 per hour
- College credit available
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What This Job Offers
Career Level
Intern
