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

Monumental Sports & Entertainment•Washington, DC

15h•Onsite

About The Position

Guest Services Ambassadors are an essential part of the event experience at Capital One Arena during games and events. They help create positive, memorable experiences for guests and team members by providing welcoming, attentive, and professional assistance. The role includes helping guests with directions, seating and ticketing issues, accessibility needs, and other service requests; monitoring assigned areas; and supporting event operations and service initiatives. This is a part-time, seasonal position.

Requirements

Must be at least 18 years old.
High school graduate, GED, or equivalent experience.
Ability to balance multiple assignments in a fast-paced environment and work effectively as a teammate.
Enjoy interacting with people and building relationships.
Ability to work independently and self-motivate.
Flexibility and creative problem-solving skills.
Ability to maintain a neat, clean, and professional appearance.
Strong interpersonal, written, and verbal communication skills.
Ability to work in extreme temperatures, including in and around an ice surface or outside the arena.
Strong time-management and organizational skills.
Ability to react appropriately in emergency and high-stress situations.
Ability to anticipate, identify, and solve problems.
Flexibility to work evenings, weekends, and holidays.
Ability to lift at least 20 pounds, walk long distances, traverse stairs quickly, push wheelchairs with guests seated in them, and remain on one's feet for extended periods.
Ability to work harmoniously with team members across the facility.
Ability to sit or stand for extended periods.

Nice To Haves

Prior customer service experience.

Responsibilities

Provide quality guest service and assistance to clients, guests, and team members.
Welcome guests with a friendly and helpful demeanor as they enter the building or assigned areas.
Monitor assigned areas for issues and opportunities to create memorable experiences.
Respond proactively and professionally to guest needs and demeanor.
Greet guests according to service standards and assist with directions, seating and ticketing issues, accessibility needs, lost and found, and other service opportunities.
Use event knowledge, creativity, persistence, and arena awareness to identify effective solutions.
Provide appropriate feedback to improve guest and staff experiences, and inform immediate supervisors about incidents and important information.
Support the Guest Services Sr. Manager, Guest Experience Managers, and Suites Experience Director with service initiatives and event coordination needs.
Manage lines and direct guests to ticketed seats and other arena locations.
Respond to or escalate guest complaints, concerns, and compliments.
Assist guests with disabilities with reasonable accommodation requests.
Understand and help enforce arena and event policies and procedures.
Attend required training.
Perform other duties as assigned.