Guest Experience - Guest Experience & Retail Associate 2026

Guest Experience & Retail Associate 2026

The Guest Experience & Retail Associate will support both the Guest Experience and Retail teams in delivering an exceptional fan experience at M&T Bank Stadium. This role focuses on enhancing guest satisfaction, supporting game day operations, assisting with staff engagement initiatives, and ensuring efficient retail and inventory processes. The associate will gain hands-on experience in event operations, guest services, retail logistics, and cross-functional collaboration.

Duration: June 2026 June 2027

Guest Experience Operations

• Assist with setting up and execution of Guest Service locations for gameday and stadium events.
• Support management of Guest Experience equipment including radios, communicators, and iPads.
• Help create event materials such as pre-operation presentations and one-pagers.
• Assist with Lost & Found tracking and reporting.
• Contribute to the Special Moment Box Program, including responding to requests, tracking inquiries, distributing items, and completing follow-ups.
• Support the execution of Ravens games and other stadium events (concerts, college/high school football, special events), while providing excellent guest service.
• Assist with the Guest Experience Ambassador (GEA) Program, including staffing support, communication, and recognition initiatives.
• Help develop and facilitate training sessions (e.g., Welcome to the Flock, Season Kickoff, Leadership Training), including setup, breakdown, and presentations.
• Assist with Rewards & Recognition programs, including inventory management, distribution of prizes, and team member engagement events.
• Coordinate and conduct stadium tours as needed.
• Support ordering, inventory, and organization of Guest Experience supplies.

Retail Operations Support

• Retrieve and process incoming deliveries from the lobby and loading dock.
• Verify, count, and reconcile deliveries against purchase orders.
• Distribute merchandise and supplies to appropriate departments.
• Assist with fulfillment of internal and custom product orders, including custom jerseys and third-party retail requests.
• Maintain accurate, real-time inventory records and monitor stock levels.
• Identify and report inventory discrepancies.
• Support monthly reporting, including TJV reports and product credit tracking.
• Observe and assist retail partners (e.g., LEVY, FANATICS) during gameday operations.

Collaboration & Event Support

• Collaborate with internal departments (Ticket Operations, Stadium Operations, PCI, Marketing, etc.) to support guest initiatives, outreach, and service recovery.
• Work with stadium partners on staffing, training logistics, and recognition efforts.
• Assist with stadium preparation and operations during inclement weather, including snow removal coordination if needed.

Required Education and/or Experience

• Bachelor's degree in hospitality management, Sports Management, Business, Communications, or a related field preferred.
• Strong interest in sports, event operations, guest experience, or retail management.
• Public speaking or customer-facing experience preferred.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).

Requisite Skills and Abilities

• Energetic, outgoing, and self-motivated with strong interpersonal skills.
• Excellent communication, organization, and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong teamwork mindset with a proactive approach to problem-solving.
• Flexible schedule, including nights, weekends, holidays, and extended hours during events.
• Ability to lift up to 50 lbs. and remain active (walking, standing, stairs) for extended periods.
• Willingness to operate golf carts and obtain forklift certification if needed.

Pay/Benefits

• 17.00 / hour overtime eligible
• Daily meals provided
• Company paid health insurance
• Comp tickets for home games
• Health & Wellness Leave
• Wellness Classes / Gym Access

To be considered for this role, applicants must:

• Upload and submit a resume AND cover letter
• Complete the required additional screening questions as part of the application
• Applicants who do not include all required information will be removed from consideration.
• Those moving forward will receive an email from View email address on click.appcast.io to complete a video interview. Please follow the instructions in the email within 5 days of receiving it to complete your screening interview in order to continue to be considered for employment.
• If you are selected for an interview, we will contact you. No follow-up phone calls or emails inquiring about the position will be accepted.

As an equal opportunity employer, we consider candidates from all backgrounds and identities. We encourage individuals from all ethnicities, sexual orientations, gender identities, socio economic status, as well as military veterans and individuals with disabilities, to apply.