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Event Staff: Supervisor
4 months ago
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. The space now also boasts a destination culinary experience, Guy Fieri's DC Kitchen + Bar.
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:
- 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: The Event Staff Supervisor is a working supervisor who oversees and coordinates activities of the ushers within the venue. This team member will also direct and supervise ticket takers and other employees performing similar service as directed. Duties may also include management functions.
Are you a passionate, hardworking, well-organized individual? We would love to hear from you
Responsibilities:
- Assist Event Managers in the day-to-day running of operations (including but not limited to creating deployment sheets, preparing venue prior to an event, chalking floors, caution taping off restricted areas, and managing overall crowd control).
- Effectively and efficiently supervise a team of ushers on duty.
- Arrive timely in appropriate attire for scheduled shifts.
- Assist in handling complaints, disturbances, or related problems with patrons.
- Refuse admittance to undesirable persons or person without tickets or passes and those who do not follow the conditions of entry.
- Schedule usher breaks and relieve ushers as needed.
- Answer patron questions and provide information to guests about the location of restrooms, refreshment stands, guest services, and all exits.
- Handle customer complaints or emergencies according to established policies and procedures.
- Serve as point person for patron disputes and provide guest recovery services as needed.
- Effectively document and communicate advanced patron issues to management promptly.
- Consult with/alert Event Manager or Manager on Duty when situation deems necessary.
- Oversee ushers conducting a house sweep at events end as they walk through assigned areas.
- Serve as Manager on Duty as needed.
- Other duties as assigned.
- Associate's Degree, Bachelor's Degree or equivalent experience.
- At least 6 months of supervisory experience.
- Comfortable dealing with the public of all ages and from a diverse group of backgrounds.
- Excellent hospitality and customer service skills, service standards, guest relations, and etiquette.
- Excellent communication and problem solving skills, including ability to maintain composure under stress.
- Bilingual and multi-lingual applicants are strongly encouraged to apply.
- Must be 18 years of age or older.
- Certified in CPR a plus.
- Must be willing to work a part of an Event Manager rotation.
- Must submit to and pass a background check.
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.
