Guest Experience Usher

Company Background

Founded in 1959, the Buffalo Bills are one of the most storied franchises in the National Football League (NFL). The Bills have won the AFC East division title the last five years, as well as won two American Football League (AFL) Championships (1964-1965), and an NFL record four straight AFC Championships (1990-1993) that included four trips to the Super Bowl.

Located in Orchard Park, New York, the Bills are proud to be a member of the Western New York Community for more than 55 years. Terry and Kim Pegula purchased the Buffalo Bills in 2014 and are only the second owners in the team’s history.  Terry Pegula rose from humble beginnings to become one of the most respected leaders in the energy industry, and the Pegulas are one of the few professional sports owners to operate franchises in multiple sports, also owning the Buffalo Sabres (NHL), Buffalo Bandits (NLL) and Rochester Americans (AHL).

SUMMARY

The Guest Experience Usher position provides guests with an organized, positive, and friendly experience at Highmark Stadium. Ushers serve as a visible and approachable presence in seating areas and assist guests in locating their seats, monitoring aisles and sections, and upholding the stadium’s policies and procedures. As part of the role, Guest Experience Ushers provide all guests with a safe, clean, comfortable, and family-friendly experience while visiting Highmark Stadium.

SPECIFIC JOB DUTIES:

• Greet guests upon arrival and provide a friendly welcome, while checking tickets for proper access and directing guests to ticketed seating locations.
• Provide accurate, detailed directions to and from stadium locations by utilizing provided resources including but not limited to; seating areas, restrooms, merchandise and food & beverage areas.
• Monitor assigned areas to support guest safety, comfort and enjoyment, and report issues to Event Command.
• Enforce Wait for Whistle policy and Fan Code of Conduct in a respectful and professional manner
• Conduct aisle walks throughout the event, making connections with fans and addressing any concerns or issues.
• Check tickets and wristband guests for re-entry at all club & suite locations.
• Promote and share information about Fan Experience programs offered in the stadium.
• Assist guests with accessible service transportation communication, demonstrating a clear understanding of services provided.
• Address guest concerns and situations effectively in conjunction with Stadium Security and Guest Experience Supervisors.
• Complete an initial and final walkthrough of stadium area(s) and report any issues to Guest Experience Supervisor.
• Perform all other duties as assigned.

MINIMUM QUALIFICATIONS:

• Strong verbal and/or non-verbal communication skills.
• Friendly, engaging, and service-oriented demeanor.
• Quick learner: ability to adapt to different situations.
• Team-oriented mindset.
• All applicants must be 18 years of age or older and successfully pass a background check.

PREFERRED SKILLS:

• Prior customer service experience
• Ability to understand and utilize technology, including, but not limited to iPads, iPhones, Laptops & Radios

PHYSICAL REQUIREMENTS:

• Ability to walk long distances, climb stairs, and stand for 6 hours or more.
• Ability to be outdoors in all weather conditions for 6 hours or more.
• Manual dexterity and hand-eye coordination necessary for tasks such as wristbanding, ticket scanning, etc.
• Ability to work effectively in a high-noise environment
• Ability to verbally communicate with fans, staff, and partners.
• Ability to navigate large venue spaces

JOB EXPECTATIONS:

• Attend mandatory training classes, all Buffalo Bills home games and additional events as required.
• Ability to work in a fast paced, high stress environment.
• Ability to work the entirety of stadium events and stay upwards of 2 hours after the conclusion of stadium events
• Must have reliable transportation to and from Highmark Stadium.
• Must be able to work weekends, nights and holidays when required.

COMPENSATION:

This role pays $18.00 an hour. 

*Note – this position is a part of the SEIU Local 200 Ushers and Ticket Takers Union.  Union members are required to pay yearly membership dues each season.

The Buffalo Bills retain the right to change this job description at any time.

The Buffalo Bills, LLC are proud to be an Equal Opportunity Employer and do not discriminate based upon race, color, religion, gender, national origin, sexual orientation, gender identity, gender expression, age, disability status, protected veteran status, or any other characteristic protected by law.