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

Guest Services Ambassador

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates seven major and minor sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA's Washington Wizards, WNBA's 2019 Championship Washington Mystics, NBA G League's Capital City Go-Go, 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh professional team, Team Liquid, an endemic esports team owned and operated by aXiomatic, in which MSE is an investor.

In September 2022, MSE acquired the regional sports network, then-called NBC Sports Washington and newly rebranded as Monumental Sports Network. Monumental Sports Network now holds the exclusive local television media rights to Capitals', Wizards', and Mystics' games. The network is both a linear channel and a digital operation. Prior to acquiring the linear platform, the digital platform was launched by MSE in 2016, as the first-of-its-kind regional sports network for digital, mobile, and streaming platforms. Those linear and digital platforms are now combined and join Caps Radio, Wizards Radio, MSE Outdoor and Monumental Productions for a full suite of six media enterprises.

In addition to Capital One Arena a venue which hosts 3M+ visitors across over 250 events annually, MSE also manages MedStar Capitals Iceplex (training facility for the Capitals), MedStar Health Performance Center (training facility for the Wizards, Mystics, and Go-Go) and EagleBank Arena (a 12,000+ live event venue on George Mason University's campus).

In July 2020, MSE partnered with William Hill (subsequently acquired by Caesars Entertainment) to open the first ever in-arena sportsbook in North America, now called Caesars Sportsbook.

MSE opened "District E powered by Ticketmaster" in the spring of 2023, a flagship esports and entertainment venue. This 14,000-square-foot live-event theater offers a 365-day-a-year series of immersive experiences in esports, music, culinary excellence, event programming, and community events.

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:

1. You will provide first-class customer service and value for our fans.
2. You will champion a double-bottom line that engages, unifies, and gives back to the community we serve.
3. You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
4. You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
5. You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
6. You will innovate. We are nimble and first to market. We are not averse to risk.
7. You will have fun. We are in the business of happiness.

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.

Pay Range: $21.50 USD/hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.