Guest Services Supervisor

MSG Entertainment Holdings•New York City, NY

8d•Onsite

About The Position

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. The Guest Services Supervisor will be accountable for providing an exceptional guest experience throughout the MSG Venues by leading and directing front-line Guest Services Staff. The role will focus on partnering across departments to get work done through others in a fast-paced, and dynamic environment. Success in this role is demonstrated by an exceptional guest experience, a commitment to continuous learning and development, and achievement of business results. The Guest Services Supervisor will report into the Guest Services Management Team.

Requirements

Minimum of 3-5 years’ Supervisory experience, and/or knowledge of events, sports, theatre operations, within an entertainment venue.
Demonstrate experience completing reports and documenting staff performance
Ability to engage and develop collaborative relationships and influence within team and across departments
Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group
Comfortable with managing conflict and responding to customer problems with a sense of urgency
Ability to demonstrate success in managing multiple tasks while under tight deadlines
Ability to hold team accountable for outcomes and monitor performance
Demonstrate experience coaching, mentoring and developing staff to perform at high levels
Commitment to providing a high-quality service experience for guests
Possess exceptional attention to detail and follow-up skills
Demonstrate integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
Must be available to work a flexible schedule inclusive of early mornings, weekends, nights, and holidays
Must be willing to travel to other NY Venues as needed
Must be able to pass and maintain certification in a comprehensive alcohol management program.

Nice To Haves

Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.

Responsibilities

Accountable for daily supervision and leadership of front-line Guest Services Staff
Demonstrate a positive attitude and operate with high energy throughout the entire shift
Function as a role model to front line colleagues by demonstrating an optimistic demeanor, and achievement of company objectives and goals
Ability to work collaboratively with Security and other departments during events and in an emergency.
Assess, evaluate and coach front-line Guest Services Staff
Provide consistent, fair and timely feedback to front-line Guest Services Staff
Manage the content and delivery of pre-shift meetings
Ensures that front-line Guest Services Staff are performing their overall job functions, maintaining uniform standards, and delivering exceptional guest experiences.
Highly responsive to emergencies in a fast-paced, time sensitive environment.
Takes ownership of supervisory locations and maintains a clean, safe and aesthetically pleasing working environment.
Addresses customer concerns and questions in a timely and efficient matter while offering recovery solutions when necessary.
Assists with pre-event setup duties including front-line Guest Services Staff assignments.
Inspects and ensures guest environments are up to venue standards and all emergency exit pathways are clear and accessible prior to opening.
Works with Accessibility Services group as necessary for possible seat relocations.
Recommend and enforce disciplinary actions as necessary.
Act as a liaison between upper management and staff.
Ensure all company policies and standards are being met.
Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.