Game Night Staff: Premium Concierge Captain (Part-Time/Seasonal)

The Concierge Captain leads on-duty concierge operations during event days and select non-event hours, ensuring seamless delivery of white-glove service across premium touchpoints. This role supervises a team of specialists and ambassadors, upholds service standards, and acts as the primary on-site customer concern point for high-value guest needs. It requires an experienced professional passionate about creating positive and memorable customer experiences in a fast-paced environment.

Must Have

• Lead and supervise event-day concierge operations.
• Ensure seamless white-glove service delivery.
• Resolve guest requests and manage real-time communications.
• Coach and empower frontline concierge staff.
• Enforce standard operating procedures.
• 5+ years leadership experience in hospitality or venue management.
• Proven track record as Manager-on-Duty.
• Outstanding communication and crisis-management skills.
• Proficiency with CRM systems.
• Experience managing discretionary budgets.

Position Summary:

The Concierge Captain leads on-duty concierge operations during event days and select non-event hours, ensuring seamless delivery of white-glove service across premium touchpoints. Reporting to the Director of Premium Experiences & Engagement, this role leads the floor team of specialists and ambassadors, upholds service standards, and acts as the primary on-site customer concern point for high-value guest needs.

Are you an experienced professional in customer service passionate about creating positive and memorable experiences? We'd love to hear from you!

Responsibilities:

• Serve as Manager-on-Duty, supervising event-day and select non-event-day concierge operations across premium venues, VIP engagements, and access points.
• Liaise with MSE leaders and Premium services teams to ensure seamless knowledge capture, translation to operating concierge team, and service delivery
• Prepare and distribute event-day briefing packets, staff rosters, and arrival setups to ensure detailed execution.
• Supervise real-time communication channels and resolve guest requests as they arise.
• Become deeply knowledgeable about MSE and Capital One Arena history, venue operations, key personnel, landmark happenings, and premium business lifecycle to ensure efficiency in day-to-day performance.
• Lead, coach, and encourage part-time Concierge Specialists and other frontline ambassadors to deliver consistent, brand-aligned service.
• Enforce standard operating procedures (playbooks & SOPs) and maintain accountability for service choreography.
• Facilitate daily debriefs, synthesize shift feedback, and present insights for continuous improvement.
• Empower team members to operate at the highest level of service quality across all responsibilities and engagement moments.
• Act as the ambassador and brand voice at greeting points, ensuring every guest feels uniquely seen and cared for.
• Liaise with local partners to fulfill ad-hoc engagements and community connections, extending premium service beyond the Arena.
• Collect service insights and guest feedback in real time; collaborate with the Director to iterate on workflows and partner offerings.
• Identify operational risks and implement mitigations to preserve service integrity and guest satisfaction.

Minimum Qualifications:

• 5+ years of leadership experience in hospitality, concierge operations, or venue management.
• Proven track record as a Manager-on-Duty or floor-lead, driving white-glove service and SOP adherence.
• Outstanding communication, conflict resolution, and crisis-management skills.
• Strong organizational abilities, attention to detail, and comfort with fast-paced environments.
• Proficiency with CRM systems and two-way guest communication tools.
• Experience managing discretionary budgets for surprise-and-delight initiatives.
• Familiarity with district-wide partnerships (hotels, restaurants, transport) and white-glove third-party coordination.
• Background in training development and front-line team governance.