Director Concessions

Madison Square Garden Entertainment Corp.; New York (NY); On-site; USD 113,000 - 180,000; Full time

Job summary

Madison Square Garden Entertainment Corp. seeks a Director of Concessions to drive strategy, operations, and financial performance across a high-volume, multi-venue concessions program.

You will supervise Managers and staff, partner with Finance and HR, and ensure health-code compliance year-round, while steering SOPs and the department's strategic priorities. The role demands 8–10 years in senior customer service management within multi-million-dollar concessions, a four-year

Qualifications

• Senior-level customer service management experience in a multi-million-dollar concession and high-volume bar operation.
• Four-year degree in Hospitality or Business Management preferred or equivalent.
• Knowledge of Collective Bargaining Agreements (CBA) and managing a large, unionized workforce.
• Excellent verbal & written communication, organizational and time management skills.
• Attention to detail, follow-up skills, and strong interpersonal abilities.
• Ability to work independently with sound business judgment.
• Experience developing strategies for collecting and analyzing customer satisfaction feedback using AI where applicable.

Responsibilities

• Evaluate and pilot emerging concessions tech (POS, self-checkout, kiosks, contactless payments, inventory, labor management).
• Schedule event staff based on revenue potential within labor budgets.
• Ensure payroll is completed accurately and on time each week.
• Review inventory methods to reduce loss while maintaining efficiency.
• Lead monthly physical inventory processes and coordinate with Finance for reporting and budgeting.
• Assist Finance with audits and prepare SOPs; guide department priorities.
• Contribute to pricing strategies considering COGs and labor.
• Support union negotiations and grievances with HR and legal counsel.
• Assist in budget formation and adherence; monitor direct and indirect costs.
• Apply service-recovery techniques with guests as needed.

Skills

Customer service

Leadership

Union workforce

Budgeting

Strategic planning

AI analytics

Education

Hospitality degree

Job description

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 collection of 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, theChristmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com .

Who are we hiring?

The Director, Concessions leads the strategy, operations, and financial performance of the concessions department, delivering an efficient, high-quality guest experience at every event. The Director supervises Managers and concessions staff, partners with Finance and Human Resources, supports union contract matters, and ensures year-round health code compliance and inspection readiness.

What will you do?

• Continuously evaluates and pilots emerging technology across all aspects of the concessions operation — point of sale, self-checkout and kiosks, contactless payment, inventory and production forecasting, and labor management — recommending and implementing solutions that improve speed of service, accuracy, and per capita revenue.
• Schedule all event staff based upon expected revenue potential while remaining within budgeted labor.
• Ensure payroll is completed accurately and completed timely each week.
• Review inventory methods and controls to assist in the reduction of product loss while maintaining efficiency.
• Implement monthly physical inventory processes and partner with the finance team for reporting and budgeting purposes.
• Assist the finance team with company sponsored internal and external audits
• Compile and execute company and departmental Standard Operating Procedures (SOPs), and lead the strategic direction and operational priorities of the Concessions department.
• Provide input and support pricing elements of all products considering COG’s and labor
• Assist Human Resources, legal counsel and appointed members of management with union contract negotiations and grievances.
• Help formulate and adhere to direct and indirect departmental budgets.
• Utilize service recovery techniques with guests when necessary
• Establish and maintain accountability through effective coaching and progressive discipline, ensuring department leaders take ownership of addressing performance and conduct issues, while partnering with Human Resources for guidance and support as needed.
• Will supervise a team of Managers and the Concession employees
• Maintains year-round health code compliance in all concessions operations so that the department is prepared for the annual Department of Health inspection at any time; leads pre-inspection self-audits, partners with culinary and facilities leadership on corrective actions, and reports inspection outcomes and remediation status to senior leadership.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What do you need to succeed?

• Minimum 8-10 years of experience in a senior level customer service management capacity within a multi-million-dollar concession and high-volume bar operation.
• Four-year degree in Hospitality or Business Management Education or an equivalent combination of education and experience is preferred.
• Demonstrated knowledge of Collective Bargaining Agreements (CBA) and the ability to manage a large, unionized workforce.
• Excellent verbal & written communication, organizational and time management skills required; must be able to multi-task and prioritize in a deadline-oriented environment.
• Possess exceptional attention to detail, consistent follow-up skills and strong interpersonal and customer service skills.
• Must have the ability to work independently when necessary, using sound business judgment
• Demonstrated experience in developing strategies for the collection, analysis and implementation of customer satisfaction feedback utilizing AI technology where applicable.
• Experience in managing cross-functional teams and building relationships; must have a successful track record of measuring improvements in customer satisfaction and loyalty
• Demonstrate integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group

Special Requirements

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required in a 24/7, 365 environment .
• Must be willing to travel to other locations as needed

#LI- Onsite

Pay Range

$113,000 — $180,000 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. MSG complies with all applicable federal, state, and local laws governing nondiscrimination, including consideringrequests for reasonable accommodations as required.

EEO

We value diversity and welcome employees of all backgrounds. Our Company is an Equal Opportunity Employer and provides equal employment opportunities without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, veteran status, or any other characteristic protected by law. We also strictly prohibit discrimination and harassment on these bases.

At this time, Federal law requires that we maintain a record a record of each employee's sex and race or ethnicity, and that we invite employees to voluntarily self-identify. The company is limited to the categories listed below, and the definitions for each category have been established by the federal government.

Submission of this information voluntary and refusal to provide it will note subject you to any adverse treatment. The information will be kept confidential and only be used in accordance with the provisions of applicable federal laws, including those which require the information to be summarized and reported to the Federal Government for civil rights enforcement purposes.

If you choose not to self-identify your race/ethnicity or gender at this time, the Federal Government requires that we determine the information by visual survey and/or other available information.