Game Night Staff: Supervisor, Guest Services (Part-Time/Seasonal)

Monumental Sports & Entertainment•Washington, DC

2d•$23 - $25•Onsite

About The Position

The Guest Services Supervisors serve as a crucial part of the event experience at Capital One Arena during events and games, helping to build Monumental Memories for all of our guests and team members alike. This role requires friendly, outgoing individuals passionate about creating positive and memorable experiences.

Requirements

High school diploma or equivalent.
2+ years of supervisory experience.
Strong interpersonal and communication skills, both written and verbal.
Ability to communicate effectively with management, peers and direct reports.
Able to work effectively both independently and on a team.
Strong problem solving skills and able to make decisions in a fast paced environment.
Exemplify a strong commitment and willingness to provide outstanding customer service.
Requires prolonged standing, sitting, walking and stair climbing to access full range of facility.
Ability to be available and work a majority of arena events year-round.
Flexibility to work evenings and weekends on a regular basis, as well as holidays.

Responsibilities

Responsible for crowd management, supervision of team members and implementing Capital One Arena policies and procedures.
Provide information, assistance and direction to guests and team members.
Conduct pre-event, individual and post-event briefings to communicate important event and position related information to team members.
Uphold consistency and effectiveness of event operations through a comprehensive understanding of supervisor standard operating procedure guidelines.
Utilize conflict resolution, de-escalation and mediation techniques to resolve guest disruptions.
Resolve seat discrepancies, perform seat relocations and assist guests with disabilities requests for accommodations as needed.
Understand, retain, and enforce safety protocols and procedures to ensure guests and team members safety in case of an emergency.
Ensure safe and proper usage of escalators, elevators, lifts, ticket scanners, radios and communicator devices.
Supervise entrances, escalators, elevators, seating sections, hospitality clubs and other areas of responsibility.
Document incidents thoroughly through written reports.
Accommodate, direct and support injured guests to First Aid.
Check in with team members numerous times throughout the course of each event to provide support and assistance as needed, as well as ensuring every team member receives a proper break.
Confirm all required positions are covered and collaborate with other supervisors as needed to adjust the staffing deployment.
Assist guests in searching for lost articles or persons.
Assist with efficient line management inside and outside the arena.
Perform post event building sweep as assigned, ensuring that all guests have exited and that all doors are secured.
Efficiently report any possible threats, hazards, and harassment claims to management.
Advise management of all team member issues to help ensure that an accurate level of corrective action is received.
Maintain high standards of housekeeping and safety policies.
Other duties as assigned.