Senior Supervisor Food & Merchandise Operations - Chicago Theatre

MSG Entertainment Holdings•Chicago, IL

3d•Onsite

About The Position

The Senior Supervisor, Food & Merchandise is responsible for delivering an exceptional guest experience across our venues through outstanding hospitality and efficient operations. This role will focus on fostering a welcoming environment, driving sales, and leading the training and development of all F&B and merchandise frontline team members. The Senior Supervisor will report to the F&B and Merchandise Manager.

Requirements

3–5 years of supervisory experience in food & beverage, retail management, or hospitality within a high-volume venue, entertainment complex, or comparable setting.
Proven ability to lead teams, drive sales, and deliver an exceptional guest experience.
Strong communication, organizational, and interpersonal skills, with the ability to create and present reports and training materials.
Experience coaching and developing teams, especially in diverse workforce environments.
Comfort in resolving guest issues with urgency and professionalism.
Demonstrated collaboration and cross-functional leadership even without direct reporting structures.
Perform hands-on coaching and on the floor training focused on upselling, de-escalation and service recovery, product knowledge, alcohol awareness and compliance, and department of health compliance
Support company-wide initiatives such as compliance rollouts, technology onboarding, and learning modules
Ability to work a flexible schedule, including split days off, evenings, weekends, and holidays in a 24/7 event-based environment.
Capable of performing physical tasks such as lifting to 25 lbs., prolonged standing, walking long distances, and fast-paced movement throughout events.

Nice To Haves

Background in merchandise presentation, inventory tracking, or food compliance is a plus.

Responsibilities

Lead with energy and positivity while overseeing daily operations and supervision of frontline F&B and merchandise staff.
Foster collaborative relationships with other departments such as Guest Services, Security, and Event Operations.
Ensure seamless coordination of service points including concession stands, merchandise stands, bars, and premium hospitality areas.
Provide timely, constructive feedback through coaching, mentoring, and one-on-one development conversations.
Conduct and manage the delivery of daily pre-shift briefings with a focus on service goals and operational readiness.
Ensure all frontline employees are delivering enthusiastic, consistent, and high-level guest service.
Monitor and document service incidents, guest interactions, and employee-related issues using company tools.
Take ownership of assigned zones, ensuring compliance with cleanliness, food safety, inventory control, and visual merchandising standards.
Resolve guest concerns and feedback quickly and professionally, ensuring guest satisfaction and operational accountability.
Conduct monthly food and beverage inventory.
Utilize and leverage 24/7 to conduct concession checklist.
Use Retail Cloud as the Point of Sale for all merchandise transaction by assigning events, creating items, and settling all consignment merchandise.
Use Shift4 and Mash Gin as the Point of Sale for all Food and Beverage transactions by creating events and items.
Lead training and continuous development initiatives for all food, beverage, and merchandise team members.
Manage onboarding and orientation processes in accordance with department training standards.
Perform hands-on coaching and "on-the-floor" training, focused on upselling, service recovery, and product knowledge.
Support company-wide initiatives such as compliance rollouts, technology onboarding, and learning modules.