Game Night Staff: Premium Concierge Captain (Part-Time/Seasonal)

Monumental Sports & Entertainment - Part Time

Washington · DC

Event Operations/Management · Hospitality Management · Premium/Suite Service

hours 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 Summary:

The Concierge Captain leads on-duty concierge operations during event days and select non-event hours, ensuring seamless delivery of white-glove service across premium touchpoints. Reporting to the Director of Premium Experiences & Engagement, this role leads the floor team of specialists and ambassadors, upholds service standards, and acts as the primary on-site customer concern point for high-value guest needs.

Are you an experienced professional in customer service passionate about creating positive and memorable experiences? We'd love to hear from you!

Responsibilities:

Serve as Manager-on-Duty, supervising event-day and select non-event-day concierge operations across premium venues, VIP engagements, and access points.
Liaise with MSE leaders and Premium services teams to ensure seamless knowledge capture, translation to operating concierge team, and service delivery
Prepare and distribute event-day briefing packets, staff rosters, and arrival setups to ensure detailed execution.
Supervise real-time communication channels and resolve guest requests as they arise.
Become deeply knowledgeable about MSE and Capital One Arena history, venue operations, key personnel, landmark happenings, and premium business lifecycle to ensure efficiency in day-to-day performance.
Lead, coach, and encourage part-time Concierge Specialists and other frontline ambassadors to deliver consistent, brand-aligned service.
Enforce standard operating procedures (playbooks & SOPs) and maintain accountability for service choreography.
Facilitate daily debriefs, synthesize shift feedback, and present insights for continuous improvement.
Empower team members to operate at the highest level of service quality across all responsibilities and engagement moments.
Act as the ambassador and brand voice at greeting points, ensuring every guest feels uniquely seen and cared for.
Liaise with local partners to fulfill ad-hoc engagements and community connections, extending premium service beyond the Arena.
Collect service insights and guest feedback in real time; collaborate with the Director to iterate on workflows and partner offerings.
Identify operational risks and implement mitigations to preserve service integrity and guest satisfaction.

Minimum Qualifications:

5+ years of leadership experience in hospitality, concierge operations, or venue management.
Proven track record as a Manager-on-Duty or floor-lead, driving white-glove service and SOP adherence.
Outstanding communication, conflict resolution, and crisis-management skills.
Strong organizational abilities, attention to detail, and comfort with fast-paced environments.
Proficiency with CRM systems and two-way guest communication tools.
Experience managing discretionary budgets for surprise-and-delight initiatives.
Familiarity with district-wide partnerships (hotels, restaurants, transport) and white-glove third-party coordination.
Background in training development and front-line team governance.

Pay Range: $40.00 - $50.00 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.

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