Guest Experience Intern

About the role

• Job Title: Guest Experience Intern
• Department: Event Operations
• Reports to: Sr. Manager of Guest Experience

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 Intern 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.

The Guest Experience Intern 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 25 hours a week with home matches. There may be weekend, evenings, and holiday hours. This is a paid internship $15 hr and college credit is available.

Please note this position is allotted for the 2027 MLS Sprint Season, which runs from February through April. However, there may be an opportunity for continued employment during the 2027-2028 season based on organizational needs and individual performance.

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.
• Assist Guest Experience Coordinator in preparing the team for each match day.
• Manage the distribution of food to event day staff.
• Work with Guest Experience Manager to coordinate the distribution of match day access control supplies.
• 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