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Customer Assistance Team (C.A.T.)

Summary

The Hamilton Tiger-Cats and Forge FC are looking for energetic and enthusiastic people to join our Customer Assistance Team for the 2019 season! Each position plays an integral role in successfully creating and delivering a world-class guest experience at Tim Hortons Field. The Customer Assistance Team works all events at Tim Hortons Field. This includes: Hamilton Tiger-Cats home games, Forge FC home games, concerts and other sporting events. In the past, external events have included: Keith Urban, and Rugby Canada and Canada Soccer matches.

Game-Day opportunities include:

  • Ticket Scanners (Welcome Team)
  • Ushers (Section Ambassadors)
  • Guest Services Representatives
  • THF Ambassadors
  • Parking Attendants
  • Elevator Attendants

Game-Day opportunities are available at the following commitment levels:

  1. All Events (All Ticats home games, Forge FC home games and concerts/other sporting events for approximately 27 events) 
  1. 2/3 of Events (All Ticats home games, half of Forge FC home games and concerts/other sporting events for approximately 18 events)
  1. Only Ticats Games (Ticats home games and playoffs and concerts/other sporting events for approximately 12 events)

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Ticket Scanners:

  • Greet all guests entering Tim Hortons Field in a friendly manner
  • Scan tickets upon guest entry and upon exit (through smoking gates ONLY)
  • Read tickets carefully to provide accurate directions to seating sections
  • Work efficiently in a team environment to minimize wait time and congestion at gates
  • Assist co-workers in other positions by covering for breaks

Ushers:

  • Check section before the game to ensure all seats are clean and check again post-game to identify any lost items
  • Correctly direct guests to their seats and to other areas of interest inside Tim Hortons Field
  • Monitor section throughout the event and resolve any minor issues or concerns that arise
  • Check to ensure that no one encroaches on guests in accessibility seating
  • Hold guests at the top of the section while play is going on
  • Interact and converse with guests to enhance their overall experience

Guest Services Representatives:

  • Address fan inquiries and concerns while stationed at a Guest Services Desk
  • Provide accurate and helpful information to guests on amenities and services provided at Tim Hortons Field
  • Quickly act upon requests or complaints from guests and refer any serious problems to supervisory teams and/or security personnel
  • Facilitate all Guest Experience programs, Lost and Found, and complete Incident Reports

THF Ambassadors:

  • Assist guests with accessibility needs get to their seats before an event and from their seats back to a drop-off area at the end of an event
  • During events, check in with guests that were assisted to ensure they are having an optimal experience at the stadium
  • Interact with guests, hand out promotional items, and deliver fan recovery items to specific individuals

Parking Attendants:

  • Efficiently and safely guide vehicles to parking spots within designated lots
  • Ensure only guests with appropriate parking passes are permitted into the correct lots
  • Quickly process cash transactions to ensure the correct amount of change is provided

Elevator Attendants:

  • Greet all guests using the elevator with a friendly and helpful attitude
  • Ensure safe and efficient travel of guests while using the elevators
  • Provide correct directions to fans upon exit of the elevator

QUALIFICATIONS

Skills and Abilities:

  • Excellent customer service skills, positive attitude, and an outgoing personality
  • Great communication and organizational skills
  • Team player who excels while working with others
  • Ability to work in a fast-paced environment and make quick and accurate decisions
  • Committed individual with a strong work ethic

Education and Experience:

  • Relatable experience in a previous role
  • At least 18 years of age
  • Interest in working within the sport and entertainment industry, fan experience, or a customer service role
  • Experience in a front-line service/customer facing role

If you are interested in being a part of a monumental year and an exciting atmosphere at Tim Hortons Field, please email your resume to GEjobs@ticats.ca and include your preferred role and commitment level in the subject heading. We appreciate your interest in the position, but only those selected for an interview will be contacted.

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Coordinator, Client Service

OVERALL RESPONSIBILITIES:

The Coordinator, Client Service is primarily responsible for overseeing the execution of the marketing partnerships of a select group of Tiger-Cats and Forge FC partners. In this role, he/she will go beyond the management of relationships and transactions to be a true solutions provider for our partners. This individual will be responsible for exhibiting solid business acumen, using good judgment and providing excellent customer service to both internal and external clients.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 

  • Work directly with the Corporate Sales Team as a member of the department service team to oversee the fulfillment of sponsorship agreements including the on-going communication with all assigned sponsorship accounts.
  • Assist the Corporate Sales Department with sales proposal preparation, hospitality VIP event planning and servicing, and collateral update and reporting.
  • Manage the execution of pre and regular season deliverables – i.e. creative development and approvals, digital campaign development and execution, and the execution of contract deliverables such as: promotional trips, hotel needs, tickets, merchandise, player and cheerleader appearances.
  • Work with the Marketing/Events group to ensure effective fulfillment of in-stadium execution for all assigned accounts.
  • Liaise with suppliers/contractors to facilitate the execution of sponsor-related programs.
  • Analyze sponsor activation performance, make sound strategic conclusions and communicate them through the presentation of post-season reports.
  • Other responsibility assigned by the Director of Corporate Partnerships and VP of Sales.

REQUIRED EDUCATION AND EXPERIENCE:

  • Related university degree, college diploma or equivalent industry experience.
  • 3+ years corporate partnership service, media sales service or agency experience.
  • Understanding of activating sponsorships, core partnership marketing concepts, valuation, program customization.
  • Strong interpersonal skills and communication skills in all internal and external relations.
  • Ability to establish and grow trusted relationships.
  • Strong attention to detail with the ability and initiative to work independently.
  • Excellent comprehension and ease with the application of Microsoft Office programs, particularly PowerPoint and Excel.

COMPENSATION:

The compensation plan will be based on a weekly salary and bonus structure.

Interested candidates should send a cover letter and resume to clientservices@ticats.caPlease reference “Coordinator, Client Services – your name” in the subject heading. The Hamilton Tiger-Cats and Forge FC organizations thank you for your interest in being part of our Team. Only those candidates selected for an interview will be contacted. 

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Secret Shopper

Department:

Guest Experience

Term:

April 2019 – November 2019

Other Considerations: 

Members must commit to ALL Hamilton Tiger-Cats and Forge FC home games.

 

OVERALL RESPONSIBILITIES

As a Secret Shopper, your main duty will be to effectively and discretely critique various components of our in-stadium experience. Staff members, quality of service, venue cleanliness, and other important areas will be reported on using an event-day package. Secret Shoppers will be given specific instructions outlining where to go, who to speak with, and what to look for at certain times throughout an event.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The expectation is the candidate will be active and responsible for the following areas:

  • Follow all steps and procedures as outlined in the Secret Shopper event-day package
  • Effectively and discretely execute various tasks and do not allow others to realize what your role consists of
    • This is essential while interacting with stadium staff and testing other venue services
  • Properly and accurately complete the event-day package provided to you
    • This includes short documentations of conversations and reviews of other services
    • Picture taking of ‘good’ and ‘bad’ examples may also be included
  • Ensure all materials are handled with care and staff/fans are not provided any confidential information
    • Try to avoid excessive interaction with fans

QUALIFICATIONS (KNOWLEDGE, SKILLS, ABILITIES, EXPERIENCE)
Job Specific Skills and Abilities:

  • Great communication skills
  • Detail orientated
  • Careful and confident approach
  • Committed individual who excels while engaging with others
  • Strong interpersonal skills

Education and Experience:

  • Relatable experience in a previous role including customer service
  • At least 18 years of age
  • Interest in working in the sports and entertainment industry and/or a marketing, hospitality or customer service role

CONTACT:

Please send your application to GEjobs@ticats.ca.

We also ask that applicants include “2019 Secret Shopper” in the subject line.

Thank you for your interest in the Hamilton Tiger-Cats. Only those selected for an interview will be contacted.

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All Access Promotional Team

The Hamilton Tiger-Cats and Forge FC organizations are looking for excited, enthusiastic, and energetic team members to jump on-board and join our All Access Promotional Team. These staff members will meaningfully contribute to creating and delivering a world-class experience for our fans.

Department:

Ticket Sales & Guest Experience

Term:

April 2019 – November 2019

Other Considerations: 

Members must commit to ALL Hamilton Tiger-Cats and Forge FC home games.

 

OVERALL RESPONSIBILITIES

As a valuable member of the All Access Promotional Team, you will be responsible for providing support to our fans that need assistance with using their All Access card/app at Hamilton Tiger-Cats and Forge FC home games. With the knowledge that you will gain through our training process, you will be able to quickly identify and resolve any issues that guests have relating to the All Access card/app, while also creating a positive experience throughout this interaction.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The expectation is that all successful candidates will be active and responsible in the following areas:

  • Ensure the smooth and efficient process of fans using their All Access card/app at various concessions areas within Tim Hortons Field
  • Monitor concession areas to ensure that fans are prepared to use their All Access card/app
  • Answer all questions and inquiries regarding the All Access platform
  • Communicate to fans the different features of the All Access platform

QUALIFICATIONS (KNOWLEDGE, SKILLS, ABILITIES, EXPERIENCE)

Job Specific Skills and Abilities:

  • Dynamic communications skills
  • Team player with a strong work ethic
  • Committed individual who excels when working with others
  • Excellent service skills, attitude, and character
  • Assets include knowledge of the Hamilton Tiger-Cats and Forge FC All Access platform and other app systems

Education and Experience:

  • Relatable experience in a previous role including customer service
  • At least 18 years of age
  • Interest in working in the sports and entertainment industry, a fan experience, or a customer service role

CONTACT:

Please send your application to: GEjobs@ticats.ca.

We also ask that applicants include “2019 All Access Promotional Team” in the subject line.

Thank you for your interest in the Hamilton Tiger-Cats and Forge FC. Only those selected for an interview will be contacted.

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Hamilton Tiger-Cats & Forge FC Internship Program

Location: 500 Sherman Avenue North and Tim Hortons Field – Hamilton, Ontario

Internship Duration: four-month term: May 1st – September 2nd OR seven-month term: May 1st – November 29th.

Hourly Commitment: Regular business hours + 2019 Tiger-Cats, Forge FC home games and special events at Tim Hortons Field.

Stipend: $300 per month. $500 honorarium at the end of a four-month term; $1,000 honorarium at the end of a seven-month term.

  • Game-Day Hours: If you are assigned a specific game-day role you will be paid $100 for each game worked.
  • C.A.T. Team Opportunity: In the event that you are not assigned a game-day role you are entitled to work on the C.A.T. Team at $14 an hour.

MISSION STATEMENT

The purpose of the Hamilton Tiger-Cats and Forge FC Internship Program is to educate participants in all areas of operation of a professional sports organization, and to prepare them for entering today’s competitive career market place. Through observation and hands on experience, participants learn how to function in a high-energy professional environment, perform under pressure, show initiative in developing and executing new programs, and utilize essential time management skills. All participants will receive proper guidance, structure, and coaching to ensure their time in the program enhances their education and career development.

REQUIREMENTS

Applicants for the Hamilton Tiger-Cats and Forge FC Internship Program must be enrolled in a degree/diploma program and obtain course credit upon completion of an internship. Ideal candidates must be hard working, dedicated, self-motivated individuals who possess exceptional interpersonal and organizational skills, and have a passion for sport. Computer skills are an asset.

PROGRAM BENEFITS

  • Internal guest speakers from various departments discussing their position, department, and background
  • Group lunches – opportunity to share challenges and success stories with fellow interns
  • Social events – networking with full-time staff and leisure/team building events
  • Professional tools – business cards, LinkedIn headshot, welcome package

INTERNSHIP POSITIONS:

  • COMMUNICATIONS
  • COMMUNITY RELATIONS
  • CORPORATE PARTNERSHIPS
  • TIGER-CATS FOOTBALL OPERATIONS
  • GUEST EXPERIENCE
  • RETAIL OPERATIONS
  • STADIUM EVENTS & OPERATIONS
  • STAFF WRITER
  • STRENGTH & CONDITIONING
  • TICKETING OPERATIONS, SALES & SERVICE

HOW TO APPLY:

  • Candidates must email a résumé and cover letter to the email address listed in the specific intern job description.
    • Intern job descriptions can be viewed on the following pages.
  • Email subject should read: “2019 (name of internship position) Application”

The Hamilton Tiger-Cats and Forge FC thank you for your interest in being a part of a historical year at Tim Hortons Field.

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Intern, Community Relations

Summary

The Hamilton Tiger-Cats and Forge FC proudly support and promote healthy, active, and empowered youth within our community through youth football, health and wellness education, and social responsibility. The Hamilton Tiger-Cats and Forge FC are looking for an individual who has a genuine passion for football and/or soccer and looking to make a positive impact in the Hamilton community. This individual will assist with key programs and events directed under the Community Department for both the Hamilton Tiger-Cats and Forge FC. Candidates must be available for the full-length of the internship program (7-months, May-November).

Responsibilities and Duties:

Administration

  • Process and fulfill all donation requests in a timely and suitable manner
  • Provide additional administrative support to the Community Department
  • Assist in drafting event materials including briefing, planning, and event debrief documents, etc.

Community Outreach

  • Assist in planning core initiatives and programs which support our mission
  • Coordinate and assist in the execution of all community programs
  • Work with community partners and organizations to implement programs

Marketing and Events

  • Coordinate and schedule mascot and performance team appearances
  • Set up, coordinate, and manage event activations
  • Attend community events with players and team representatives when necessary
  • Track inventory and ordering for all events, programs, and marketing assets

Qualifications and Skills:

  • Superior interpersonal and customer service skills
  • Strong verbal and written communication skills and problem solving ability
  • Excellent organizational and time management skills
  • Positive attitude and ability to work as a team and independently
  • Ability to work weekends and evenings to help facilitate community programs/ events
  • Previous athlete interaction and community relations experience is an asset
  • Must hold a valid driver’s license

Please email résumé and cover letter to community@ticats.ca

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Intern, Corporate Partnerships

Responsibilities and Duties:

  • Work with the Corporate Partnerships Client Service team to execute sponsorship contract elements
  • Assist in the preparation of client proposals and season recap reports including tracking and compiling sponsorship elements (i.e. maintaining photo database)
  • Assist with the planning and execution of partner prospecting, hosting, and relationship building events
  • Coordinate and facilitate sponsor appearances (players, mascots, and/or cheerleaders)
  • Aid the Corporate Partnerships Department in game-day set up and preparation
  • Prepare and execute game-day sponsorship activations, promotional elements, and partner accreditation
  • Work collaboratively with the Corporate Partnerships Client Service team to ensure that all client deliverables, internal responsibilities and reporting are completed and delivered in a timely manner
  • Assist in general departmental administrative tasks

Qualifications and Skills:

  • Organized and proactive with an eye for detail
  • Strong verbal and written communication skills
  • Ability to work under pressure in a fast-paced environment
  • Ability to act professional in client facing situations

Assets:

  • Familiar with Photoshop
  • Proficient in Microsoft Office – specifically PowerPoint and Excel
  • Previous sales and/or client service experience
  • An understanding of partnerships, football, soccer, Hamilton Tiger-Cats and Forge FC

Please email résumé and cover letter to partnerships@ticats.ca

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Intern, Tiger-Cats Football Operations

Responsibilities and Duties:

  • Assist Football Operations Department with airport pickups for arriving and departing players
  • Assist Football Operations with planning and executing training camp, in-season schedule and team travel logistics
  • Assist Football Operations and Training Staff with getting players to and from appointments
  • Assist Coaches/Players and Front Office with day-to-day tasks
  • Various other Football Operations/Scouting tasks
  • Data entry and analytics

Qualifications and Skills:

  • Previous experience in a professional sports atmosphere
  • Strong knowledge of the sport (specifically within the CFL)
  • Previous experience working closely with professional athletes, executives, etc.
  • Strong desire to pursue a career with Team Operations
  • Strong attention to detail and organization skills

Please email résumé and cover letter to football@ticats.ca

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Intern, Guest Experience

Summary

The Hamilton Tiger-Cats Guest Experience Department strives to offer a world class guest experience, creating exemplary moments that set a new standard for guests that enter our venue. The Guest Experience Intern will play a key role in executing and improving departmental programs to ensure all guests at Tim Hortons Field receive the best possible customer service. The role also will provide valuable recruitment and management experience.

Responsibilities and Duties:

  • Assist in interviewing and hiring a portion of the Customer Assistance Team (ushers, ticket takers, etc.)
  • Update the Customer Assistance Team training programs and assist with staff training
  • Help with scheduling and managing the Customer Assistance Team at all Tim Hortons Field events
  • Manage the Secret Shopper and Tim Hortons Field Ambassador programs including: supervising staff, special occasion in-seat visits, and accessible escorts
  • Oversee the staff rewards program for the Customer Assistance Team
  • Create new policies and procedures for the Customer Assistance Team and for fans to ensure the highest level of service is provided at Tim Hortons Field
  • Assist in managing guest feedback systems to evaluate the impact of various guest experience initiatives
  • Research, identify and implement opportunities for new guest experience programs
  • Available to work evenings and weekends

Qualifications and Skills:

  • Superior customer service skills developed through previous experience in consumer facing roles
  • Event management skills developed through previous experiences
  • Attention to detail and a genuine desire to improve best practices and procedures
  • An ability to work well under pressure with others in a fast-paced environment
  • Strong verbal and written communication skills and problem solving abilities
  • Excellent organizational and time management skills
  • Previous leadership experience is an asset
  • Passion for football, soccer, the Tiger-Cats, Forge FC, and the Hamilton community

Please email résumé and cover letter to guestexperience@ticats.ca

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Intern, Retail Operations

Summary

The Tiger-Cats Shop located at Tim Hortons Field offers a year round shopping experience for both the Hamilton Tiger-Cats and Forge FC brands. Our mission is to deliver our fans the best shopping experience supported by the best products and exceptional customer service. The Retail Operations team is looking to fill a seven month internship position with an individual committed to delivering consistent and memorable experiences to all those who walk through our door. This role will also provide an opportunity for networking along with valuable retail operations and managerial experience.

Responsibilities and Duties:

  • Interns will be mentored and learn from highly experienced and dedicated retail professionals who portray all that the organization is about
  • This Internship Program is open to college and university students who possess a passion for a career in the Sporting Goods Business/Sport Management field
  • Interns will participate in seven months of gaining hands-on, meaningful work experience by working the sales floor, merchandising products in-store, shipping and receiving responsibilities, game-day setups and more
  • Interns will fully participate in all day-to-day activities, game-days and other significant events in which the Retail Department has a presence
  • Interns will get exposure to many aspects of the retail business while meeting key leaders in the company
  • Interns will get exposure to a wide range of management responsibilities, daily processes and procedures and will play an important role in everything going on within the Retail Department
  • Interns will have an opportunity to gain first-hand insight about the organizational culture which will prepare them to consider a potential career with us following graduation

Qualifications and Skills:

  • Strong focus on delivering best-in-class customer service and support
  • Strong verbal and written communication skills and problem solving ability
  • Attention to detail and desire to improve and perfect any projects undertaken
  • An ability to work well under pressure in a fast-paced environment
  • Excellent organizational and time management skills
  • Passion for football, soccer, the Tiger-Cats, Forge FC, and the Hamilton community
  • A flexible schedule is required as attendance for every home game and other scheduled events is mandatory
  • Previous experience working in retail is an asset

Please email résumé and cover letter to retail@ticats.ca

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Intern, Staff Writer

Responsibilities and Duties:

  • Write football-related editorial on deadline for ticats.ca, forgefc.canpl.ca and other outlets
  • Post, update, and coordinate content on ticats.ca, forgefc.canpl.ca and other outlets
  • Identify potential news story ideas relevant to the Tiger-Cats, Forge FC and its programs and initiatives

Qualifications and Skills:

  • Current student in journalism, communications, or a related area
  • Quality writing, editing and copywriting skills
  • Prior sports media experience (football and soccer experience is a plus)
  • Organizational skills
  • Demonstrated teamwork and work ethic
  • Strong football, soccer, Tiger-Cats and Forge FC knowledge
  • Must have a passion for CFL football and CPL soccer
  • Social media outlet and management experience
  • Will be required to work on some evenings and weekends depending on the Tiger-Cats and Forge FC schedules and events
  • Interested candidates should be passionate about the long-term development of their experience and the creation of new initiatives

Please email resume and cover letter to communications@ticats.ca.

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Intern, Strength & Conditioning

Summary

The function of the Strength and Conditioning Intern is to assist with the daily operation of the strength and conditioning program for the Hamilton Tiger-Cats Football Club. The Strength and Conditioning Intern is to represent the Hamilton Tiger-Cats Football Club in a positive and professional manner at all times. The daily activities of the Strength and Conditioning Intern will be supervised by the Head Strength and Conditioning Coach.

Responsibilities and Duties:

  • Assist with implementing the daily warm-up, in-season workouts, corrective exercises and recovery techniques
  • Assist with data collection using sport technology (Catapult/Coachmeplus)
  • Responsible for daily set-up and clean up before and after every workout
  • Responsible for maintaining the equipment and facility upkeep

Qualifications and Skills:

  • Currently pursuing a undergraduate degree in Kinesiology, Exercise Science or a related field
  • Strong desire to pursue a career in Strength and Conditioning
  • Prior experience working with collegiate, elite and/or professional athletes
  • Currently working towards a certification in strength and conditioning (CSCS, CSCCa, FMS, etc.)

Please email resume and cover letter to football@ticats.ca

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Intern, Ticket Operations, Sales & Service

Summary

The Hamilton Tiger-Cats Ticket Operations, Sales and Service Intern will acquire a complete understanding of the operations of the Business Development Department.

Responsibilities and Duties:

  • Assist the Business Development, Customer Service, and Ticketing Operations Departments
  • Learn Archtics, the Ticketmaster ticketing system, including the sales process and pulling reports
  • Participate in setting up and executing Tiger-Cats, Forge FC game-days and other Business Development events
  • Gain customer service experience while working in the Ticket Office on game-days
  • Assist with general administrative work including but not limited to: maintaining/organizing files, data entry, copying, filing, and faxing
  • Any other duties assigned by your Manager(s)
  • May be required to work various evenings and weekends

Qualifications and Skills:

  • Passionate about the long-term development of their experience and the creation of new initiatives
  • Superior customer service and interpersonal skills
  • Friendly, out-going personality
  • Attention to detail and a strong work ethic
  • Excellent organizational and time management skills
  • Ability to adapt to a variety of roles/tasks
  • Passion for football, soccer, the Tiger-Cats, Forge FC, and the Hamilton community

Please email resume and cover letter to sales@ticats.ca

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