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Guest Experience Intern

FC Cincinnati

FC Cincinnati

Cincinnati, OH, USA
Posted on Wednesday, November 1, 2023
Job Title: Guest Experience Intern
Department: Event Operations 
Reports to: Luke Magers
Position Summary: 
Our Guest Experience team is looking for authentic, engaging, and passionate individuals to be an essential part of the championship service at TQL Stadium. The Guest Experience Interns will deliver a world class guest experience by helping create lasting memories through friendly, knowledgeable, and proactive customer service for all guests at TQL Stadium.
Guest Experience Interns will understand the following roles and assist with the training of our Ticket Scanners, Ushers, Elevator Attendants, Guest Experience Center Ambassadors, Premium Attendants and Wheelchair Attendants. They will assist with matchday responsibilities including check-in tent, GEA help desk, Uniform management, Lost and Found and area management. All Interns will be trained to have a basic understanding of crowd management to ensure the safety of our guests and our staff. This position will support all FC Cincinnati matches as well as other stadium events as scheduled.
This position will work an average of 20 hours a week with home matches. There may be weekend, evenings, and holiday hours. This approximate internship duration is February 5 – August 31. This is a paid internship and college credit is available.
What You’ll Do: 
  • Provide world-class championship service for all guests and staff at TQL Stadium
  • Always exhibit a professional appearance
  • Utilize your training tools and resources to create a championship level atmosphere for all guests and staff at TQL Stadium
  • Be proactive and friendly in greeting and assisting our guests with various inquiries at all points of contact
  • Assume ownership in resolving guest challenges around the stadium (e.g., cursing, lost, and found, duplicate ticket issues, etc.)
  • Work with Guest Experience Manager to provide direction, updates, and encouragement for team members within designated area as assigned
  • Supervise the actions of the event day staff at TQL Stadium
  • Assist in enforcing stadium rules and regulations, ensuring safety, and providing quality guest experience for all FCC employees and guests
  • Monitor fan behavior and respond quickly to potential crowd control issues, investigate incidents and complete incident reports in a timely manner
  • This position works in a stadium where the noise level is generally high, crowd traffic is heavy, temperatures are variable, and lights are bright or dark with occasional exposure to pyrotechnics or strobe lighting. May be required to stand for up to 6 hours.
  • Perform additional responsibilities as needed and as directed by Guest Experience Manager
 What You’ll Bring: 
  • Available to work the majority of TQL Stadium events, which includes FCC Cincinnati home games, non-FCC soccer matches, concerts, and more. This will include weeknights, weekends, and holidays as needed
  • Must have the ability to anticipate needs, assess situations, and act accordingly
  • Ability to work positively in a fast-paced environment
  • Fluent in English, Spanish beneficial
  • Must have the ability to stand for long periods of time as well as walking, bending, and continuous climbing of stairs
  • Ability to work outdoor events in hot, cold, wet, or windy conditions throughout duration of shift
  • Must be able to successfully traverse the various levels and areas of TQL Stadium with a strong physical condition and ability to stand, walk, climb, or run for extended periods of time
What You’ll Need: 
  • Working towards or completion of bachelor’s degree in business, Hospitality, or Sports Management or related field of study
  • High School diploma or GED required. 
  • Experience in developing and presenting adult learning training materials and subject matters across multiple audiences
  • Proficient in Microsoft Office or Google Suites applications
  • Excellent interpersonal, verbal, and written communications skills. Ability to communicate effectively and to convey instructions or information to all levels both orally and in writing
  • Strong organization skills and attention to detail with the ability to multitask
  • Outstanding customer service and interpersonal skills
  • Bilingual in English and Spanish preferred, but not required
 Why You’ll Love FCC: 
  • FCC welcome gifts 
  • Resume and profile reviews 
  • Tour of TQL Stadium and MHTC 
  • Community volunteer opportunities 
  • Discount off team store merchandise 
  • Team building and networking opportunities
  • Paid hourly and/or college credit opportunities 
About FC Cincinnati
FC Cincinnati is a Major League Soccer team playing at TQL Stadium in Cincinnati, Ohio. Originally founded in 2015 by Carl H. Lindner III and co-CEO Jeff Berding, FCC started play in the United Soccer League (USL) in 2016. FCC entered MLS as the 24th team in 2019. The club’s wide and diverse ownership group is led by controlling owner Lindner III; as well as managing owners Meg Whitman and Dr. Griff Harsh; Scott Farmer; and George Joseph.
FC Cincinnati opened the club’s privately funded, 26,000-seat soccer-specific TQL Stadium in the West End neighborhood of Cincinnati in 2021, a venue which has won numerous global awards including the World Football Summit Best Venue 2022 in Madrid and the 2022 Prix Versailles World Title in the Sports Category in Paris, France.
 FC Cincinnati won the 2023 Supporters’ Shield – the annual award given to the team with the most points in the regular season – and clinched a spot in the 2023 MLS Playoffs for the second straight year. The club won the 2018 USL Regular-Season Championship in record-setting fashion and earned postseason berths in all three of its USL seasons. In 2017, FC Cincinnati also advanced to the semifinals of the Lamar Hunt U.S. Open Cup, a run that included victories over two MLS squads.
About TQL Stadium
TQL Stadium, home of FC Cincinnati, is one of the most ambitious soccer-specific stadiums in not only North America, but the world. Critically-acclaimed firm Populous designed an innovative and forward-thinking stadium that is one of the largest soccer-specific facilities in Major League Soccer. TQL Stadium has been named Best Venue at the 2022 World Football Summit in Madrid and the 2022 Prix Versailles World Title in the Sports Category in Paris, France.
The stadium has five team locker rooms, including a comprehensive team suite for FC Cincinnati that features a dressing room, coach’s office, lounge, equipment storage and the Mercy Health Center of Excellence for the team’s medical and game day fitness needs. Within the 18 months of the stadium’s completion, TQL Stadium has featured both the U.S. Men’s and Women’s National Teams, including the USMNT’s FIFA World Cup Qualification match vs. Mexico, and a concert by legendary rock band, The Who.
The closest seats are within 15 feet of the pitch at the $250 million, privately funded stadium. The design includes 53 traditional suites and 4,500 premium seats throughout four premium club spaces. FC Cincinnati’s supporters’ section, The Bailey, has grown to be more than 3,100 strong and loom over opponents at a 34-degree angle at the stadium’s north end. A 360-degree canopy roof covers every seat in TQL Stadium, but still allows sufficient sun in to grow a natural grass field. 

FC Cincinnati is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.