Guest Experience: Ticket Taker/Usher

Description

This role serves a dual function within the Guest Experience department. Team members greet guests as they arrive at Highmark Stadium, scan their tickets, and assist them in locating their assigned seats during events. Depending on the event schedule, team members may be assigned as Ticket Takers, Ushers, or both. This position ensures every guest receives consistent, positive, and friendly experience at Highmark Stadium. Ticket Takers and Ushers also help enforce the stadium’s rules and policies. Ultimately, the goal is to provide all guests with a safe, clean, comfortable, and family-friendly experience while visiting Highmark Stadium.

SPECIFIC JOB DUTIES:

• Inspect areas for safety hazards and report issues to Supervisor or Event Command.
• Greet all guests as they arrive, welcoming them to Highmark Stadium.
• Properly scan every guest’s ticket to ensure that each guest entering Highmark Stadium has a valid ticket.
• Assist guests in troubleshooting mobile ticketing issues through the Bills Mobile App.
• Provide accurate, detailed directions to and from stadium locations such as seating areas, restrooms, and concession areas by utilizing provided resources.
• Check tickets as guests enter the seating area. Direct guests to ticketed seating location.
• Enforce Wait for Whistle policy.
• Conduct aisle walks throughout the event, making connections with fans and addressing any violations of the Fan Code of Conduct that are observed.
• Check tickets and wristband guests for re-entry at all club & suite locations.
• Promote Guest Experience Programs to enhance every guest’s experience while at Highmark Stadium.
• Recognize and resolve customer concerns and situations effectively in conjunction with Stadium Security, Incident Response Team and Guest Experience Supervisors.
• Thank all guests for attending as they are leaving.
• Complete a final walkthrough of stadium area(s) and report any issues to Guest Experience Supervisor.

MINIMUM QUALIFICATIONS:

• Strong communication skills.
• Personable, engaging, outgoing.
• Quick learner: ability to adapt to different situations.
• Team Player – works well with others.
• Attend mandatory in-person training class and all mandatory online trainings.
• Availability to work all Buffalo Bills home games and additional events as required.
• Ability to work in a fast paced, high stress environment.
• Ability to walk long distances, climb stairs, and stand for 4 hours or more.
• Ability to be outdoors in all weather conditions for 4 hours or more.
• Must have reliable transportation to and from Highmark Stadium.
• Must be able to work weekends, nights and holidays as required.
• 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 Smartphones (both iPhone & Android devices), Ticket Scanners, Laptops & Radios.

*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 salary for this position is $17.50/hour.