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Specialist, Arena Experience

Washington, DC 20004

Monumental Sports & Entertainment (MSE) is one of the leading integrated sports and entertainment companies globally. MSE’s portfolio spans premier professional sports teams, world-class venues, and next-generation media properties, with marquee assets including the NHL’s Washington Capitals, NBA’s Washington Wizards, WNBA’s Washington Mystics, NBA G League’s Capital City Go-Go, Capital One Arena, and Monumental Sports Network, along with an investment in Team Liquid.

Rooted in the nation’s capital, MSE brings Washington, D.C's distinct influence, ambition, and leadership to the global sports and entertainment landscape. The company harnesses the power of its platform to drive continuous innovation and deliver extraordinary experiences that inspire and unite our community, our fans, and our people. 

Our success is powered by talented people who bring passion, creativity, and collaboration to everything they do. If you're looking to build your career in a dynamic, fast-paced organization that's shaping the future of sports and entertainment, we'd love to hear from you. 

Position Overview:

The Specialist, Arena Experience is responsible for providing administrative support to the Arena Experience team, which is comprised of Guest Experience, Suites & Guest Services. This position will focus on delivering outstanding customer service while supporting part-time staffing needs.

Are you an experienced administrative professional who is organized and deadline-orientated and loves sports? Apply today! We would love to hear from you!

Responsibilities:

  • Supervise 400+ part-time union event staff as well as 40+ nonunion supervisors across Guest Experience, Suite Experience & Guest Services.
  • Use specialized software for scheduling/administration (ABI), Incident reporting (24/7), training (SkyPrep), ticketing issues (TM1) and other relevant applications to support the planning and execution of events.
  • Develop and distribute supporting materials and resources to event staff to ensure they have the information and tools needed to perform their roles effectively.
  • Coordinate event needs including staff schedules, event assignments, staff check in, and event reports.
  • Track and maintain team member information including employee files and contact information.
  • Respond to guest concerns as they arise in person, via email, and over the telephone and figure out appropriate implementation of service recovery as needed.
  • Support part-time staffing hiring including reviewing applications, completing interviews, coordinating onboarding and maintaining departmental records/employee forms.
  • Reconcile department payroll.
  • Build signage to communicate various information for assigned events.
  • Track and update guest concerns records for past and future events.
  • Coordinate ordering of department supplies, uniforms and other items.
  • Support the preparation and execution of staff trainings both in-person and digitally.
  • Compile and track department purchases into yearly budget book.
  • Understand and act in compliance with the Collective Bargaining Agreement between MSE and the part-time union staff.
  • Act as Manager on Duty for events as needed, directly supervising the Arena Experience event staff, supervisors, first aid team and ensuring the wellbeing and positive experience of all guests in attendance.
  • Support Dispatch, Guest Services and Wardrobe (equipment inventory/distribution) as needed.
  • Supervise staff attendance, contacting staff as needed.
  • Other duties as assigned.

Minimum Qualifications:

  • Bachelor’s degree or equivalent experience.
  • 1+ years administrative experience.
  • Strong proficiency in MS Office, including Word, Outlook, PowerPoint and Excel.
  • Knowledge of ABI, preferred.
  • Ability to effectively balance a diverse workload and prioritize workload in order to complete projects in a timely manner.
  • Strong organization skills and attention to detail.
  • Excellent interpersonal, written, and verbal communication skills.
  • Flexibility to work evenings, weekends, and holidays as needed.

Pay Range: $57k - $62k USD

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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