Arena Experience Supervisor

Responsibilities

• 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
• Use conflict resolution, de-escalation, and mediation techniques to resolve guest disruptions
• Resolve seat/suite discrepancies and perform seat relocations
• Assist guests with disabilities requests for accommodations
• Adhere to safety protocols and procedures to ensure the safety of visitors and colleagues
• Supervise entrances, escalators, elevators, seating sections, suites, and hospitality clubs
• Support injured guests to First Aid and document incidents through written reports
• Check in with team members to provide support and ensure proper breaks
• Confirm all required positions are covered and collaborate with other supervisors on staffing deployment
• Assist with efficient line management and lost article/person searches
• Perform post-event building sweeps and secure doors
• Report threats, hazards, harassment claims, and team member issues to management

Requirements

• High school diploma or equivalent experience
• 2+ years of supervisory experience
• Strong interpersonal and communication skills
• Ability to work effectively independently and on a team
• Strong problem-solving skills in fast-paced environments
• Commitment to providing outstanding customer service
• Ability to stand, sit, walk, and climb stairs for extended periods
• Ability to work a majority of arena events year-round
• Flexibility to work evenings, weekends, and holidays

About the Company

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country, owning and operating major teams including the Washington Capitals, Washington Wizards, and Washington Mystics, as well as managing premier venues like Capital One Arena.