Host Captain

Seattle Mariners•Seattle, WA

1d•Onsite

About The Position

The Host Captain, within the Ballpark Operations – Guest Experience department, is responsible for leading with a positive attitude and demonstrating commitment to all Team Members. This role involves managing and teaching operations while holding Team Members accountable for delivering the Mariners Way, our guest service philosophy, to guests and to each other. The Host Captain is responsible for helping execute day-to-day operations for baseball and large non-baseball events.

Requirements

Minimum of one (1) year of leadership experience in large facility guest experience/operations, preferably in major league sports or entertainment.
Ability to understand and utilize technology, including but not limited to radios, communicators devices, laptops, printers, and ticket scanners.
Management experience required.
High School Diploma or GED Equivalent.
Must be available to work at least 75% of baseball and large non-baseball events.
Will attend all Homestand leadership briefings with Zone Supervisors and management staff.
Will participate in Zone/Leadership briefings and conduct shift briefings for all Team Members within their respective Team.

Responsibilities

Lead and supervise team members during the assigned shift, ensuring smooth operations and adherence to company policies.
Provide documented performance feedback and recommendations for corrective action and positive recognition to Zone Supervisor.
Monitor staff time – punching in/punching out, lunches, breaks, etc.
Coach and teach Team Members in improved incident reporting when directed.
Ensure evacuation procedures/emergency procedures are followed and taught to all Team Members.
Provide timely feedback to ensure Team Members are providing exceptional guest service to all guests.
Inform Zone Supervisor and Sr. Manager, Guest Experience of any guest or Team Member issues that require escalation or visibility from Ballpark Operations Management or People and Culture.
Troubleshoot quickly and efficiently to solve guest issues escalated by Team Members.
Follow appropriate protocol in responding to sensitive situations including injuries, incidents involving alcohol or related to derogatory language, and unruly guests.
Document all incidents in shift using an incident card and is responsible for collecting other relevant incident cards and providing them to their Zone Supervisor in-shift or by end of shift.
Help direct Team Members to the correct resource for requests including reasonable accommodations, Leaves of Absence, resignations, retirements, and any other action that is a change in employment status.
Attend mandatory trainings and meetings.
Other duties as assigned.