Manager, Guest Experience

EagleBank Arena - Manager

Fairfax · VA

Event Guest Relations · Event Operations/Management

day ago

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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 Manager, Guest Experience is responsible for leading all aspects of staffing needs including hiring, training, and scheduling of personnel and operational activities for EagleBank Arena Events. This position will work to ensure our staff continue to make Monumental memories for our guests.

Are you an experienced administrative professional who is organized, deadline-oriented and loves live events? We would love to hear from you!

Responsibilities:

Support the Sr. Director, Events and Event Managers by encouraging teamwork, and maintaining a high level of customer service standards for all event staff.
Serve as the Guest Services Manager for events held at the venue and support Event Supervisors.
Serve as lead point of contact for the guest experience staff during events
Coordinate event needs including building out staffing estimates, corresponding deployment maps, staff check in, and event reports.
Address and resolve guest concerns using multiple channels as needed and track guest concern records for past and future events.
Schedule and manage Guest Services Supervisors, Event Staff, and Parking employees.
Recruit, hire, and train part-time event staff including annual redevelopment sessions as needed.
Track and supervise event attendance and statistics including disciplinary action as needed.
Maintain up-to-date team member information including employee files and contact information.
Monitor projected attendance figures to ensure appropriate front of house staffing.
Create and distribute security, Guest Services position deployments and event specific notes for all events.
Update and continue to develop department handbooks, operating procedures, and training processes.
Support implementation of departmental procedures consistent with EagleBank Arena policies and procedures.
Oversee the set up, support troubleshooting, and maintenance of CEIA OPENGATE Weapons Detection.
Manage and oversee employee recognition program.
Other duties as assigned.

Minimum Qualifications:

Bachelor’s degree or equivalent combination of education and experience.
3+ years of arena management, guest services, or related experience.
Knowledge of Microsoft Office applications and social media applications.
Experience with TM1, ABI scheduling software, and VenueOps management software preferred.
Excellent interpersonal, written, and verbal communication skills.
Strong organization skills and attention to detail.
Flexibility to work evenings, weekends, holidays as needed.

Pay Range: $57k - 65k USD

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

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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