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

At Capital One Arena, the Concierge offers individualized service for premium areas, using CRM data to predict guest needs, create personalized experiences, and capture insights for ongoing service enhancements. This role requires an experienced professional passionate about crafting positive and memorable experiences, focusing on greeting guests, managing check-in, implementing surprise-and-delight opportunities, and upholding service standards.

Must Have

• Greet premium guests by name, reference past preferences, and deliver tailored in-event gestures.
• Lead check-in points, premium venue receptions, and special attentions with integrity and warmth.
• Implement surprise-and-delight opportunities within defined discretionary guidelines.
• Reference proprietary playbooks & service standards to ensure consistency in every interaction.
• Log all guest comments, service moments, and opportunities into the CRM for real-time adjustments and future follow-ups.
• Patrol assigned premium spaces to uphold brand-aligned service choreography.
• Acquire extensive knowledge of Capital One Arena, its teams and projects, upcoming events, and key locations to communicate effectively with VIP guests.
• Act as a subject-matter resource on District happenings, partner offerings, and local hotspots.
• Collect real-time guest feedback and operational insights; share observations during shift debriefs.
• Collaborate with Concierge Captains to refine SOPs, workflows, and surprise-and-delight playbooks.
• 2+ years of experience in hospitality, event staffing, or customer-facing roles at premium venues.
• Strong interpersonal skills, emotional intelligence, and an anticipatory service mentality.
• Detail oriented with excellent time-management and multitasking abilities.
• Experience using CRM platforms, mobile messaging apps, and basic venue technology.
• Flexibility to work variable hours, including evenings, weekends, and special events.

Good to Have

• Background in luxury hotels, fine-dining restaurants, travel concierges, or high-profile event environments.
• Familiarity with digital concierge tools and AI/CRM integrations.
• Knowledge of local hotels, restaurants, cultural institutions, and transportation networks.
• Certificate or training in hospitality service excellence or guest-centric frameworks.

Position Summary:

At Capital One Arena, the Concierge offers individualized service for premium areas, using CRM data to predict guest needs, create personalized experiences, and capture insights for ongoing service enhancements.

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

Responsibilities:

• Greet premium guests by name, reference past preferences, and deliver tailored in-event gestures.
• Lead check-in points, premium venue receptions, and special attentions with integrity and warmth.
• Implement surprise-and-delight opportunities within defined discretionary guidelines.
• Reference proprietary playbooks & service standards to ensure consistency in every interaction.
• Log all guest comments, service moments, and opportunities into the CRM for real-time adjustments and future follow-ups.
• Patrol assigned premium spaces to uphold brand-aligned service choreography.
• Acquire extensive knowledge of Capital One Arena, its teams and projects, upcoming events, and key locations to communicate effectively with VIP guests.
• Act as a subject-matter resource on District happenings, partner offerings, and local hotspots.
• Collect real-time guest feedback and operational insights; share observations during shift debriefs.
• Collaborate with Concierge Captains to refine SOPs, workflows, and surprise-and-delight playbooks.

Minimum Qualifications:

• 2+ years of experience in hospitality, event staffing, or customer-facing roles at premium venues.
• Strong interpersonal skills, emotional intelligence, and an anticipatory service mentality.
• Detail oriented with excellent time-management and multitasking abilities.
• Experience using CRM platforms, mobile messaging apps, and basic venue technology.
• Flexibility to work variable hours, including evenings, weekends, and special events.
• Background in luxury hotels, fine-dining restaurants, travel concierges, or high-profile event environments.
• Familiarity with digital concierge tools and AI/CRM integrations.
• Knowledge of local hotels, restaurants, cultural institutions, and transportation networks.
• Certificate or training in hospitality service excellence or guest-centric frameworks.

Pay Range: $30.00 - $40.00 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.