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

Monumental Sports & Entertainment - Part Time

Washington · DC

Event Guest Relations · Client Relations/Customer Service · 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 Specialist delivers personalized, white-glove service for premium venues, entry points, and VIP access areas at Capital One Arena. As a front-line ambassador, this role uses CRM data and playbook standards to anticipate guest needs, craft tailored moments, and log critical insights that feed into ongoing service improvements.

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

Responsibilities:

Greet premium guests by name, reference past preferences, and deliver tailored in-event gestures.
Lead check-in points, premium venue receptions, and special attentions with professionalism and warmth.
Implement surprise-and-delight opportunities within defined discretionary guidelines.
Reference proprietary playbooks & service standards to ensure consistency in every interaction.
Log all guest comments, service moments, and opportunities into the CRM for real-time adjustments and future follow-ups.
Patrol assigned premium spaces to uphold brand-aligned service choreography.
Gain a deep understanding of Capital One Arena and its respective teams and initiatives, as well as upcoming occurrences and notable landmarks for engaging in info-sharing and guidance with premium guests.
Act as a subject-matter resource on District happenings, partner offerings, and local hotspots.
Collect real-time guest feedback and operational insights; share observations during shift debriefs.
Collaborate with Concierge Captains to refine SOPs, workflows, and surprise-and-delight playbooks.

Minimum Qualifications:

2+ years of experience in hospitality, event staffing, or customer-facing roles at premium venues.
Strong interpersonal skills, emotional intelligence, and an anticipatory service mentality.
Detail oriented with excellent time-management and multitasking abilities.
Experience using CRM platforms, mobile messaging apps, and basic venue technology.
Flexibility to work variable hours, including evenings, weekends, and special events.
Background in luxury hotels, fine-dining restaurants, travel concierges, or high-profile event environments.
Familiarity with digital concierge tools and AI/CRM integrations.
Knowledge of local hotels, restaurants, cultural institutions, and transportation networks.
Certificate or training in hospitality service excellence or guest-centric frameworks.

Pay Range: $30.00 - $40.00 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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