Fan Engagement Specialist

2 weeks ago

Washington, United States D.C. United Full time

Guest Experience Ambassador - Audi Field


As a vital member of the Audi Field Guest Experience team, you will play a key role in delivering an exceptional fan experience while fostering a positive atmosphere during all events held at Audi Field.

Our primary goal is to ensure that every fan enjoys a safe and unforgettable experience through outstanding customer service. We are dedicated to making everyone feel welcome within our venue and are committed to enhancing our community, staff, and club.

About Us
The Audi Field Guest Experience team consists of part-time, seasonal employees who support all home games for D.C. United, Washington Spirit, and D.C. Defenders, along with various special events at Audi Field.

Guest Experience staff members are assigned to various roles, including ticket takers, ushers, elevator hosts, response teams, and more. We seek friendly, approachable, and motivated individuals who enjoy engaging with and assisting others.



Position Overview

  • Starting Pay - $18.00/hour
  • Average hours per shift - 5 to 6
  • Average events per month - 2 to 4
  • Shifts are available exclusively on event days.
  • Full vaccination against Covid-19 is required for employment eligibility.
  • The event season at Audi Field spans from mid-February through early October.
  • Evening and weekend availability is essential as most events occur during these times.
  • This is a part-time position with hours determined by the event schedule at Audi Field.
  • Work home matches for D.C. United (MLS), Washington Spirit (NWSL), and D.C. Defenders (XFL)

Key Responsibilities

  • Exhibit a customer-focused attitude, being proactive and empathetic in problem-solving.
  • Communicate effectively and clearly with guests and fellow staff members.
  • Address guest complaints and conflicts promptly and efficiently.
  • Deliver exceptional customer service that surpasses expectations.
  • Collaborate effectively with others to create an outstanding experience for all guests.
  • Maintain a thorough understanding of Audi Field, club policies, and emergency procedures.
  • Ensure Audi Field remains presentable and report issues as they arise.
  • Provide guests with a memorable entertainment experience in a safe and welcoming environment.

Roles and Duties

Ticket Taker

  • Responsible for scanning all tickets and verifying the validity of each guest's ticket.
  • Offer quick troubleshooting assistance for guests regarding their tickets and guide them to their designated sections.
  • Engage in general customer service and interaction with guests upon entry into the venue.

Usher

  • Politely verify guests' tickets upon arrival in your section and assist them in finding their seats.
  • Monitor crowd behavior to ensure the safety of all guests by confirming seat locations.
  • Provide a safe and orderly experience for all guests in your assigned area through exceptional customer service.

Elevator Host

  • Safely transport guests to the appropriate level of the stadium by effectively managing access to the elevator.
  • Check all tickets and/or credentials to ensure guests reach the correct areas of the stadium.
  • Understand and implement emergency evacuation policies and procedures as necessary.

Response Team

  • Team members are responsible for assisting guests with mobility needs to and from their assigned seats.
  • Ensure guest comfort and safety by identifying and reporting any hazards or safety concerns.
  • Respond promptly to guest inquiries and resolve any conflicts effectively.
  • Must be a team player willing to assist in all aspects of the guest experience.

Audi Field Hosts

  • Possess extensive knowledge of Audi Field policies/procedures and the Fan Code of Conduct.
  • Welcome all guests and provide them with helpful information and directions to enhance their experience.
  • Ensure guest satisfaction by preventing prohibited items from entering the venue.
  • Monitor crowds and implement proactive crowd management and line control methods.
  • Report any violations of the Fan Code of Conduct or Audi Field policies to the command center.

Premium Area Hosts

  • Deliver customer service to suite and club guests while proactively monitoring the assigned area.
  • Verify credentials or tickets of all guests to ensure correct access to the suite level.
  • Conduct pre-event and post-event checks of suite and club areas to ensure cleanliness.

Required Qualifications

  • Must be at least 18 years of age.
  • Must be determined, committed, and united in purpose.
  • Must work a minimum of five (5) blackout dates. Staff will be required to work during these dates.
  • Excellent communication and customer service skills are essential.
  • Ability to work well with others and thrive in a team environment.
  • Flexibility to work evenings, weekends, and/or holidays is required.
  • Attendance at mandatory, paid training sessions is necessary.
  • Ability to navigate stairs and remain in a stationary position for extended periods.
  • Comfortable working in various weather conditions, including rain, snow, heat, or cold.
  • Reliable transportation to Audi Field is necessary.
  • Knowledge of soccer is advantageous but not required.



Employees are expected to work a minimum of 80% of Audi Field events, including but not limited to D.C. United, Washington Spirit, and D.C. Defenders home matches.
This is a PART-TIME/SEASONAL position with work hours based solely on our event schedule. Evening and weekend availability is essential.

D.C. United is dedicated to uplifting our community, staff, and club.

We are looking for candidates to join us on our journey toward continued organizational growth and the pursuit of another MLS Cup.

D.C.

United is committed to providing reasonable accommodations for individuals with disabilities to participate in the job application or interview process, perform essential job functions, and receive other employment benefits and privileges.

Please contact us to request accommodations.

D.C. United is an equal opportunity employer (EOE). D.C. United reaffirms its commitment to the principles of equal opportunity and diversity. D.C. United is proud to be an equal opportunity workplace and an affirmative action employer. D.C.

United is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, pregnancy, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other protected status in accordance with all federal, state, and local laws.

Employment decisions may include hiring, termination, compensation, benefits, promotion, training selection, or other statuses or conditions of employment. All employment decisions are made based on individual skills, knowledge, abilities, job performance, and other appropriate qualifications.

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