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:
The Arena Experience Supervisor is responsible for team member supervision, crowd management, identifying and resolving issues, and performing Capital One Arena and department event policies and procedures.
Do you have customer service experience, a focus on finding effective answers, and excellent interpersonal skills? We would love to hear from you!
Responsibilities:
- Provide information, assistance and direction to guests and team members.
- Conduct pre-event, individual and post-event briefings to communicate important event and position related information to team members.
- Use conflict resolution, de-escalation, and mediation techniques to resolve guest disruptions.
- Resolve seat/suite discrepancies, perform seat relocations and assist guests with disabilities requests for accommodations as needed.
- Understand, retain, and adhere to safety protocols and procedures to ensure the safety of visitors and colleagues in case of an emergency.
- Ensure safe and proper usage of escalators, elevators, lifts, ticket scanners, radios and communicator devices.
- Supervise entrances, escalators, elevators, seating sections, suites, hospitality clubs and other areas of responsibility.
- Accommodate, direct, and support injured guests to First Aid and document incidents thoroughly through written reports. .
- Check in with team members throughout the course of each event to provide support and assistance as needed, as well as ensuring every team member receives a proper break.
- Confirm all required positions are covered and collaborate with other supervisors as needed to adjust the staffing deployment.
- Assist guests in searching for lost articles or persons.
- Assist with efficient line management inside and outside the arena.
- Perform post event building sweep as assigned, ensuring that all guests have exited and that all doors are secured.
- Efficiently report any possible threats, hazards, and harassment claims to management.
- Notify management of all team member issues to help ensure that an accurate level of corrective action is received.
- Maintain high standards of housekeeping and safety policies.
- Other duties as assigned.
Minimum Qualifications:
- High school diploma or equivalent experience.
- 2+ years of supervisory experience.
- Strong interpersonal and communication skills, both written and verbal.
- Able to work effectively both independently and on a team.
- Strong problem-solving skills and able to make decisions in a fast-paced environment.
- Strong commitment and willingness to provide outstanding customer service.
- Ability to stand, sit, walk, and climb stairs for extended periods to access all areas of the facility.
- Ability to work a majority of arena events year-round.
- Flexibility to work evenings, weekends, and holidays.
Pay Rate: $28.15 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.
