Guest Services Ambassador (Part-Time/Seasonal)
Full Time
Washington, DC 20001
Posted
Job description
Monumental Sports & Entertainment (MSE) located in Washington, D.C., 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 six professional sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, WNBA’s 2019 Champion Washington Mystics, NBA G League’s Capital City Go-Go, the 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 team, Team Liquid, an endemic esports team owned and operated by aXiomatic.
In September 2022, MSE acquired full ownership of NBC Sports Washington from Comcast and NBCUniversal and now holds the exclusive local television media rights to Capitals’ and Wizards’ games. The integration is underway including extensive renovations to a new, pioneering production and broadcasting space to deliver seamless experiences on linear and digital platforms for fans. Under the terms of the agreement, MSE also acquired Comcast and NBCUniversal’s remaining interest in Monumental Sports Network, a first-of-its-kind regional sports network for digital, mobile and over-the-top platforms that launched in 2016.
Monumental Sports owns and operates Capital One Arena (COA), a 20,000+ capacity live event venue in Washington, D.C. MSE also manages MedStar Capitals Iceplex, the state-of-the-art training facility for the Capitals and EagleBank Arena on George Mason University’s campus.
In conjunction with the District of Columbia and Events DC, MSE is a partner in Entertainment & Sports Arena (ESA), in Southeast D.C. on the St. Elizabeth’s East campus which opened in September 2018. ESA houses the MedStar Health Performance Center, the training center for the Wizards, Go-Go and Mystics, and a 4,200-seat arena which serves as the home of the Mystics and Go-Go.
In July 2020, MSE opened the first ever in-arena sportsbook in North America, through a partnership with then William Hill (now Caesars Entertainment), with a temporary location set-up within the COA lobby. The permanent location for the Caesars Sportsbook by William Hill opened within COA in May 2021.
And in January 2022, MSE announced it would be opening District E, powered by Ticketmaster, in the first quarter of 2023. This flagship venue for esports and entertainment is the largest on the East Coast: a premier, nearly 14,000-square-foot live-event theater offering a 365-day-a-year, series of immersive experiences in esports, music, event programming, and community events – along with pre- and post-event activations for fans attending Capitals and Wizards games or events. This space will entertain hundreds for independent events, offer an extraordinary culinary experience, and will create a best-in-class competition and training venue for the MSE esports franchises which it owns, operates, and invests in.
Visit www.monumentalsports.com.
MSE proudly promotes its core values for all those that interact with the company. As a member of our team:
- You will provide first-class customer service and value for our fans.
- You will champion a double-bottom line that engages, unifies and gives back to the community we serve.
- You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
- You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
- 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.
- You will innovate. We are nimble and first to market. We are not averse to risk.
- 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 and will help 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 to all 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 Requirements:
- 18 years or older.
- High School diploma or GED.
- 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 long hours including 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.
All applicants for employment at Monumental Sports are required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment will be required to produce proof of vaccination status prior to their first day of employment. Monumental Sports will evaluate requests for reasonable accommodations for applicants unable to be vaccinated due to a religious belief, disability or pregnancy on an individualized basis in accordance with applicable laws.
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.
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