Guest Services Supervisor

Responsibilities

• Supervise crowd management and enforce arena policies and procedures
• Provide information, assistance, and direction to guests and team members
• Conduct pre-event, individual, and post-event briefings for team members
• Resolve guest disruptions using conflict resolution and de-escalation techniques
• Handle seat discrepancies, relocations, and accessibility accommodations
• Enforce safety protocols and ensure proper use of equipment and facilities
• Supervise entrances, escalators, elevators, seating sections, and hospitality clubs
• Document incidents thoroughly and support injured guests to First Aid
• Monitor team member breaks, coverage, and staffing deployment
• Assist with lost articles or persons, line management, and post-event building sweeps
• Report threats, hazards, and harassment claims to management

Requirements

• High school diploma or equivalent
• 2+ years of supervisory experience
• Strong interpersonal, written, and verbal communication skills
• Ability to work independently and as part of a team
• Strong problem-solving skills and decision-making in a fast-paced environment
• Commitment to outstanding customer service
• Ability to stand, sit, walk, and climb stairs for prolonged periods
• Availability to work evenings, weekends, holidays, and a majority of arena events year-round

About the Company

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country. MSE owns and operates the Washington Capitals, Washington Wizards, Washington Mystics, and other sports and esports teams. The company also operates Capital One Arena, regional sports networks, and other media and venue assets.