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

Monumental Sports & Entertainment • Washington, DC

140d • $30 - $40

About The Position

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!

Requirements

• 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.

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.

What This Job Offers

• Number of Employees: 251-500 employees