About the role
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 Concierge serves as a dedicated hospitality and relationship-management resource for premium members and VIP guests. This role supports the concierge team in fulfilling guest requests, coordinating services, and maintaining a welcoming and efficient concierge experience. The Concierge demonstrates a genuine passion for hospitality and a commitment to exceeding guest expectations.
Are you an experienced professional in customer service passionate about creating positive and memorable experiences? We'd love to hear from you!
Responsibilities
- Welcome and assist guest in a warm, professional, and diligent manner.
- Respond to guest inquiries and request including dining reservations, transportation arrangements, local recommendations, ticket related assistance, and special occasion planning.
- Coordinate hospitality services with internal departments and external partners
- Build and maintain positive relationships with premium guests and members
- Maintain accurate records of guest preferences, service requests, and follow-up actions to support experience.
- Anticipate guest needs and find opportunities to enhance the overall premium experience.
- Coordinate personalized arrival and event experiences for premium guest while partnering with Guest Experience as needed.
- Support the Premium Concierge Captain and Premium Hospitality leadership team with daily operational activities and guest engagement initiatives.
- Assist with premium membership and hospitality activations, special events, and VIP experience programming.
- Ensure concierge and hospitality areas are welcoming, organized, and presentation-ready at all times.
- Resolve guest concerns with professionalism, compassion, and sound judgment, advancing complex matters when appropriate.
- Maintain knowledge of arena programming, premium offerings, local attractions, dining options, hotels, and entertainment experiences.
- Support post-event follow-up efforts and service recovery initiatives to strengthen guest loyalty and satisfaction.
- The Concierge position is a premium hospitality and guest relationship role focused on personalized service and VIP/member support. The role does not include routine ticket-taking, access control, ushering, crowd management, security functions, seating enforcement, or other event operations responsibilities assigned to Guest Experience Event Staff.
Minimum Qualifications
- 1+ year of experience in a hospitality, customer service, or guest-facing role
- Friendly, outgoing, and professional demeanor.
- Strong verbal communication and active listening skills
- Ability to remain calm and positive in a fast-paced, guest-focused environment
- Basic organizational and digital literacy
- Availability to work flexible hours including evenings, weekends, and holidays
- Prior experience in a hotel, resort, or customer-focused environment is helpful.
- Familiarity with local dining, entertainment, and service options in the DC area.
- Requires prolonged standing, walking and stair climbing to access full range of the arena.
- Ability to lift and/or move up to 20 pounds unassisted.
- Experience using reservation or property management systems is a plus.
- Bilingual abilities is a plus.
Pay Rate: $18.40 USD/hour
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.