Guest Experience Representative at Jacksonville Jaguars

About the Jacksonville Jaguars The Jacksonville Jaguars are a professional football team and a member of the National Football League’s AFC South Division. The Jaguars are one of the NFL’s youngest franchises, playing their first regular season home game on Sept. 3, 1995, in Jacksonville, Fla., and have since won five division titles. The Jaguars are owned by Shahid Khan, a visionary leader whose businesses include Flex-N-Gate, Fulham Football Club, All Elite Wrestling, Bold Events and Iguana Investments. Since 2012, Mr. Khan has had a positive impact on the Northeast Florida community through his investment in the team, capital improvements to EverBank Stadium and the creation of Daily’s Place, which hosts upwards of 40 concerts a year. Through the Jaguars Foundation, the Khan Family has donated more than $38 million to many worthy causes, including in three key areas of focus: neighborhood revitalization, youth development and NFL-league-wide initiatives. The Jaguars and Iguana Investments opened the Miller Electric Center, a state-of-the-art sports performance center and home to Jaguars football operations in 2023. Over the next several years, the Jaguars and Iguana Investments will complete Phase 1 of the Jacksonville Shipyards, a revitalization of the St. Johns Riverfront which will include a Four Seasons Hotel and Private Residences, an office building inclusive of the Jaguars front office headquarters, and a modernized marina and support building, as well as begin additional projects to transform the area around the stadium into a year-round, mixed-use sports and entertainment district. In 2024, the Jaguars and the City of Jacksonville announced plans to move forward with a reimagined Stadium of the Future, securing Jaguars football in Jacksonville for generations to come, and a continuation of annual traditions of the Florida-Georgia Football Classic and TaxSlayer Gator Bowl while also opening opportunities for future Super Bowls, Final Four tournaments, college football playoffs, marquee concerts and more. The Stadium of the Future features a protective canopy, wider concourses, new communal spaces, scenic lookout decks, immersive in-bowl technology, new seating types and a public Floridian nature park. Additional details can be found at www.jaguars.com/stadiumofthefuture. We are committed to creating an environment that fosters the growth and success of a highly engaged workforce in the professional sports and entertainment. Our company culture seeks individuals who embody our core company principles: Passion, Respect, Innovation, Dedication, and Empowerment (PRIDE). Our company fosters a culture of continuous learning and a commitment to excellence, while also recognizing the significance of infusing excitement, originality, and fun into the workplace. By integrating these values and concepts, we establish a robust and dynamic work environment that upholds our vision of being a championship NFL team, an innovative entertainment company, and an exceptional community leader. Summary The Guest Experience Representative position is part of the fast-paced and exciting game day operations team within the Guest Experience Department of the Jacksonville Jaguars. Our goal is to create memorable experiences in a safe, clean and enjoyable environment for all guests visiting EverBank Stadium. The Guest Experience Representative is a part-time, game day, on-site position and Representatives will report to the Guest Experience Management Team. Job Responsibilities • Act as a front-line representative assisting with needs of guests and staff throughout EverBank Stadium • Deliver excellent customer service to each guest entering and leaving EverBank Stadium through utilization of the WAVE service philosophy • Provide accurate directions to seating locations and key attractions within EverBank Stadium and the surrounding areas • Assist guests with any questions or issues that arise while at the stadium, including seat relocations and ticketing issues • Exhibit a friendly, guest-service attitude and professional appearance at all times • Understand and enforce all EverBank Stadium policies and procedures • Problem-solving skills and the ability to remain calm under pressure • Work cooperatively with other teammates to ensure a smooth and enjoyable guest experience • Consistently perform at an elevated level of customer service and use competent judgement • Anticipate guest needs and concerns; be proactive in recognizing ways to make a moment • Respond to guest concerns in a respectful and calm manner and appropriately escalate issues to supervisory staff and the Stadium Operations Center • Collaborate with other departments including law enforcement, security, ushers, food service, ticket office, retail, parking, housekeeping and maintenance • Perform individual duties as assigned ...