Guest Experience Intern 2025

General Description:

The guest experience intern will assist with creating excitement and happiness for our guests and team members through training, recognition programs, and enhancing the guest experience by promoting the common purpose and quality standards with all stadium staff.  They will also assist with hiring, managing and leading game day staff.

Essential Job Duties and Responsibilities:

• Lead the Guest Service Location(s) setup for gameday or M&T Bank Stadium events. Aid in managing GE electronic devices including Radios, Communicators & iPads. Produce event documents including the pre-ops presentation & one sheeter. Assist with Lost & Found incident tracking.
• Spearhead the Special Moment Box Program which includes responding to special moment requests, tracking and inputting inquiries, distribution of boxes for gameday & follow-ups for boxes that were not delivered.
• Assist with developing, implementing, and facilitating Ravens training including; Welcome to the Flock, Season Kickoff, Leadership & Premium Hospitality training. Set up and break down training space. Present/facilitate in front of 10-400 gameday staff.
• Aid in managing and executing Ravens games, Ravens related special events at M&T Bank Stadium which could include concerts, college football games, non-football related sporting events, high school football events, etc. Demonstrate outstanding guest service on game day & any internal or external Ravens events at M&T Bank Stadium. 

• Aid in the Guest Service & Hospitality Ambassador Program which includes leading GSHA team members on gameday and non-gameday events. This also includes assisting with the hiring process, training, uniform inventory, communication, recognition, accountability.
• Assist with the enhancement and implementation of the Rewards & Recognition Program. This includes but is not limited to program ideation, distribution, and inventory of reward prizes, facilitating Team Member Appreciation Games and all other Team Member events, and assisting with the nametag program ordering, distribution, and inventory.
• Assist with the Stadium Tours program by coordinating tour requests & conducting tours for guests.
• Assist with theordering, inventory, and storage for all items or prizes in the Guest Experience Department.
• Collaborate with various stakeholders (Ticket Operations, Stadium Operations, Human Resources, Marketing, Executive Leadership to name a few) to assist with guest outreach, service recovery, special moments and the overall strategy and implementation of initiatives.
• Collaborate with Stadium Partners on gameday and non-gameday needs including but limited to team member recruitment, training set up and team member recognition.
• Assist in managing Snow Removal Crews during inclement weather. Assist in preparing the stadium for inclement weather, removal of snow and ice from stadium.

Required Education and/or Experience:  

• Bachelors degree in Hospitality Management, Sports Management, or Communications preferred.
• Outgoing personality with public speaking experience
• Excellent written and verbal communication skills
• Strong attention to detail
• Proficient in Microsoft Office Suite

Requisite Abilities and/or Skills:

• Must be a dynamic, outgoing, self-motivated individual with outstanding communication, interpersonal skills and organizational skills.
• Strong sense of passion and initiative towards the position, the vision, and the team.
• Ability to work a flexible work schedule including nights, weekends, and holidays.  This position requires working 40+ hours per week during game weeks or times when events occur at the stadium.
• The ability to lift up to 50lbs is required.  This position requires a lot of walking, including walking up and down stairs multiple times per day.
• Ability and willingness to obtain forklift license and operate golf carts.

Pay/Benefits:

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

Application Process:

To be considered for this internship, 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 vidcruiter@hiringplatform.com 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.