Guest Services Representative and Park Tour Guide

This is a Full Time Job

Position Summary
Bring the magic of loanDepot park to life! On game days and during special events, this role acts as a frontline hospitality representative, welcoming Guests and supporting exceptional service operations. This is a dynamic, guest-facing position ideal for individuals who thrive in fast-paced, high-energy environments.

Essential Functions
Tour Guide Responsibilities
• Lead scheduled public and private tours of loanDepot park, providing engaging, informative, and memorable experiences.
• Deliver both scripted and unscripted commentary tailored to diverse audiences, including tourists, students, fans, corporate groups, and VIPs.
• Ensure Guest safety, comfort, and accessibility throughout the tour experience.
• Maintain knowledge of current and upcoming events to accurately answer Guest questions.
• Assist with tour check-in, registration, and efficient group flow management.
• Represent the Miami Marlins and loanDepot park with professionalism, enthusiasm, and pride at all times.
Game Day & Event Receptionist Responsibilities
• Serve as the first point of contact for Guests, addressing questions, concerns, and complaints with professionalism and care.
• Support the Coordinator of Fan Services, Recovery, and Tours by dispatching service recovery team members and assisting with resolution efforts.
• Help monitor Guest Experience standards to ensure a clean, welcoming, and organized environment.
• Collect Guest feedback and report trends or recurring issues to leadership.
• Assist with monitoring and responding to service-related inboxes during events.
• Support Fan Pack requests and monitor interactions with the Marlins Virtual Assistant.
• Complete administrative tasks and special projects as assigned.

Qualifications & Requirements
• Flexible availability, including weekdays, evenings, weekends, and holidays.
• Comfortable speaking in front of groups and engaging with a wide variety of audiences.
• Strong communication, storytelling, and interpersonal skills.
• Ability to remain professional and composed while working in fast-paced, high-pressure environments.
• Customer service experience preferred; experience in sports, entertainment, or hospitality settings is a plus.
• Ability to walk and stand for extended periods during tours and events.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Proficiency in Microsoft Office preferred.
• Fluency in English required; Spanish or additional language skills are a plus.
• Must be at least 18 years of age.

Education & Experience
• High school diploma or equivalent required; some college coursework or degree preferred.

Job Questions:
• Are you over the age of 18?