Manager, Guest Experience at Monumental Sports & Entertainment

Washington, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

75000.0

Posted On

03 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Event Management, Staff Training, Scheduling, Payroll Management, Conflict Resolution, Communication, Organization, Attention to Detail, Team Leadership, Interpersonal Skills, Data Analysis, Problem Solving, Flexibility, Time Management

Industry

Spectator Sports

Description

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 Capital One Arena events. This position will work to ensure our staff continue to make Monumental Memories for our guests. Are you an experienced event staffing manager with a passion for delivering outstanding customer service? We would love to hear from you! Responsibilities: Serve as lead point of contact for the Guest Experience staff during events. Recruit, hire, and train part-time event staff. Schedule team members and prepare event position deployments through ABI Mastermind. Build out staffing estimates and corresponding deployment maps for all events. Run monthly department staffing schedule. Build out supplementary staffing needs including monthly staffing numbers and mapping out assignments. Manage Guest Experience payroll and time processing. Maintain oversight of department ISS 24-7 system including logging incidents, reviewing reports and tracking trends. Assist with the development and execution of staff trainings and annual employee performance evaluations. Resolve guest concerns using multiple channels as needed during and after events. Update and continue to develop department handbooks, operating procedures, and training processes. Maintain up-to-date team member information. Track and supervise event attendance and statistics. Serve as an ambassador for CREATE Monumental Memories Program. Cover essential department functions when needed. Other duties as assigned. Minimum Qualifications: Bachelor’s degree. 3+ years of event or related professional experience. Experience working with a unionized workforce. Ability to develop positive working relationships and interact comfortably with clients, partners, and team members at all levels. Ability to optimally balance a diverse workload and prioritize workload in order to complete projects in a timely manner. Strong organization skills and attention to detail. Excellent written, verbal, communication and presentation skills. Basic proficiency with computers and MS Office programs. Strong customer service and interpersonal skills. Flexibility to work evenings, weekends, and holidays as needed. Pay Range: $70k - 75k 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.

Responsibilities

The Manager, Guest Experience is responsible for leading staffing needs, including hiring, training, and scheduling personnel for events at Capital One Arena. This role ensures that staff create memorable experiences for guests during events.