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Monumental Sports & Entertainment · 3 hours ago

Manager, Guest Experience

Washington, DC 20004

Full-time

Onsite

Mid Level

$70K/yr - $75K/yr

3+ years exp

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country. The Manager, Guest Experience is responsible for leading staffing needs and operational activities for Capital One Arena events, ensuring staff deliver exceptional service to guests.

Sports

Growth Opportunities

Responsibilities

Serve as lead point of contact for the Guest Experience staff during events

Recruit, hire, and train part-time event staff

Schedule team members and prepare event position deployments through ABI Mastermind

Build out staffing estimates and corresponding deployment maps for all events

Run monthly department staffing schedule

Build out supplementary staffing needs including monthly staffing numbers and mapping out assignments

Manage Guest Experience payroll and time processing

Maintain oversight of department ISS 24-7 system including logging incidents, reviewing reports and tracking trends

Assist with the development and execution of staff trainings and annual employee performance evaluations

Resolve guest concerns using multiple channels as needed during and after events

Update and continue to develop department handbooks, operating procedures, and training processes

Maintain up-to-date team member information

Track and supervise event attendance and statistics

Serve as an ambassador for CREATE Monumental Memories Program

Cover essential department functions when needed

Other duties as assigned

Qualification

Event staffing managementCustomer serviceUnionized workforce experienceMS Office proficiencyCommunication skillsOrganizational skillsInterpersonal skillsFlexibility