Guest Experience Supervisor
3 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. 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 Guest Experience Event Staff Supervisor is responsible for team member supervision, crowd management, identifying and resolving issues, and implementing Capital One Arena and Guest Experience Department event policies and procedures. Do you have customer service experience, a solution oriented mentality, and excellent interpersonal skills? We would love to hear from you Responsibilities:
- Responsible for crowd management, supervision of team members, and enforcing Capital One Arena policies and procedures.
- 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.
- Uphold consistency and effectiveness of event operations through a comprehensive understanding of supervisor standard operating procedure guidelines.
- Apply conflict resolution, de-escalation, and mediation techniques to resolve guest disruptions.
- Resolve seat discrepancies, perform seat relocations, and assist guests with disability requests for accommodations as needed.
- Understand, retain, and adhere to safety protocols and procedures to ensure guest and team member safety in case of an emergency.
- Ensure safe and proper usage of escalators, elevators, lifts, ticket scanners, radios, and communication devices.
- Monitor entrances, escalators, elevators, seating sections, hospitality clubs, and other areas of responsibility.
- Document incidents thoroughly through written reports on iPad.
- Accommodate, direct, and support injured guests to First Aid.
- Check in with team members numerous times throughout the course of each event to provide support and assistance as needed. Ensure 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.
- High school graduate or equivalent experience.
- 2+ years of supervisory experience.
- Strong interpersonal, written, and verbal communication skills.
- Ability to communicate effectively with management, peers, and subordinates.
- Able to work effectively both independently and on a team.
- Strong problem solving skills; able to make decisions in a fast-paced environment.
- Exemplify a strong commitment and willingness to provide outstanding customer service.
- Requires prolonged standing, sitting, walking, and stair climbing to access full range of facility.
- Ability to be available and work a majority of arena events year-round.
- Flexibility to work evenings and weekends on a regular basis, as well as holidays.
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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