Game Night Staff: Guest Services Ambassador (Part-Time/Seasonal)

About the role

Monumental Sports & Entertainment (MSE) is one of the leading integrated sports and entertainment companies globally. MSE's portfolio spans premier professional sports teams, world-class venues, and next-generation media properties, with marquee assets including the NHL's Washington Capitals, NBA's Washington Wizards, WNBA's Washington Mystics, NBA G League's Capital City Go-Go, Capital One Arena, and Monumental Sports Network, along with an investment in Team Liquid.

Rooted in the nation's capital, MSE brings Washington, D.C's distinct influence, ambition, and leadership to the global sports and entertainment landscape. The company harnesses the power of its platform to drive continuous innovation and deliver extraordinary experiences that inspire and unite our community, our fans, and our people.

Our success is powered by talented people who bring passion, creativity, and collaboration to everything they do. If you're looking to build your career in a dynamic, fast-paced organization that's shaping the future of sports and entertainment, we'd love to hear from you.

Position Overview

Guest Services Ambassadors will serve as an essential part of the event experience at Capital One Arena during events and games, helping to build Monumental Memories for all of our guests and team members alike.

Are you friendly, outgoing, and passionate about creating positive and memorable experiences? We'd love to hear from you!

Responsibilities

• Provide quality guest service and assistance to clients, guests, and other team members.
• Welcome our guests with a smile and helpful demeanor as they enter the building or assigned areas.
• Monitor assigned area for issues and find chances to create lasting memories for our guests.
• Remain attentive to the needs and professionally responsive to the demeanor of all guests providing proactive assistance with the highest level of customer service.
• Model our Service Standards while greeting guests and assist with directions, seating and ticketing issues, accessibility needs, lost and found, and other service opportunities as they arise.
• Demonstrate creativity, persistence, "Arena Awareness", and knowledge related to the specific event to accurately and efficiently find the best possible options.
• Provide feedback, in an appropriate manner, to help improve the guest and staff experience and inform immediate supervisors of incidents and important information.
• Provide support to the Guest Services Sr. Manager, Guest Experience Managers, and Suites Experience Director in the form of driving service initiatives and assisting with event coordination needs.
• Manage lines and provide directions to ticketed seats and other arena locations.
• Respond to and/or raise guest complaints, concerns, and compliments.
• Assist guests with disabilities with reasonable requests for accommodations.
• Have solid understanding of and help enforce all arena and event policies and procedures.
• Attend any required training.
• Other duties as assigned.

Minimum Qualifications

• 18 years or older.
• High school graduate, GED, or equivalent experience.
• A great teammate with the ability to balance multiple assignments in a fast-paced environment.
• Enjoy interacting with people and building new relationships.
• Demonstrated ability to work independently and to self-motivate.
• Demonstrated flexibility and creative problem-solving skills.
• Ability to maintain a neat, clean and professional appearance.
• Outstanding interpersonal, written, and verbal communication skills.
• Ability to work in extreme temperatures, including in and around an ice surface or outside the arena.
• Strong time management and organizational skills.
• Ability to react appropriately in emergency and high stress situations.
• Ability to anticipate, identify and solve problems.
• Prior customer service experience preferred.
• Flexibility to work evenings, weekends, and holidays.
• Ability to lift a minimum of 20 pounds, walk long distances, traverse stairs quickly, push wheelchairs with guests seated in them, and remain on their feet for an extended period of time.
• Work harmoniously with all Team Members across the facility.
• Ability to sit or stand for extended periods of time.