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