Food and Merchandise Supervisor

Madison Square Garden Entertainment; Chicago, Ansonia (IL, CT); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Food & Merchandise Supervisor to enhance guest experiences at a renowned theatre. In this pivotal role, you will lead front-line teams, ensuring exceptional service and adherence to health regulations. Your ability to motivate and develop staff, coupled with your supervisory experience in entertainment venues, will be key to success. This position requires a commitment to high-quality service, effective communication, and the ability to manage multiple tasks in a fast-paced environment. Join a dynamic team where your contributions will make a significant impact on guest satisfaction and operational excellence.

Qualifications

• 3-5 years supervisory experience in entertainment venues preferred.
• New York City Food Protection Certificate required.

Responsibilities

• Supervise front-line colleagues in food & merchandise locations.
• Address customer concerns and ensure exceptional guest experiences.
• Train and develop staff while ensuring adherence to company policies.

Skills

Supervisory Skills

Customer Service

Communication Skills

Conflict Management

Time Management

Attention to Detail

Education

60 credit hours of college-level coursework

Certifications or trade school coursework

Tools

Microsoft Word

Microsoft Excel

Job description

Who are we hiring?

The Food & Merchandise supervisor is responsible for providing an exceptional guest experience throughout the Theatre by leading and directing front line colleagues overseeing the daily operation and maintenance of the stands, warehouse, retail stores, and portable locations within The Chicago Theatre. The incumbent will be responsible for customer service aspects, employee productivity, performance, and adherence to company policies and standards. Success in this role is demonstrated by an exceptional guest experience, a commitment to continuous learning and development, and achievement of business results.

What will you do?

1. Accountable for daily supervision and leadership of front-line colleagues in: Food & Merchandise locations such as concession stands, kiosks and merchandise stores. Function as a role model by demonstrating a positive attitude and operate with high energy throughout the entire shift.
2. Function as a role model to front line colleagues by demonstrating a positive attitude, and achievement of company objectives and goals.
3. Assess, evaluate and coach front line colleagues.
4. Provide consistent, fair and timely feedback to colleagues through various methods (i.e., coaching, mentoring, one on one).
5. Manage the content and delivery of pre-shift meetings.
6. Ensure that front line colleagues are engaged, upbeat, and deliver an exceptional guest experience.
7. Be highly responsive to emergencies in a fast-paced, time-sensitive environment.
8. Monitor Department of Health (DOH) regulations and city codes.
9. Take ownership of supervisory locations and maintain a clean, safe and aesthetically pleasing working environment.
10. Address customer concerns, feedback and suggestions in a timely and efficient manner while offering recovery solutions when necessary.
11. Train and develop staff.
12. Recommend and enforce disciplinary actions as necessary.
13. Act as a liaison between upper management and staff.
14. Ensure all company policies and standards are being met.

What do you need to succeed?

1. 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. Educational requirements may differ from job to job based on the role.
2. The ideal candidate will have a minimum of 3-5 years’ supervisory experience, and/or knowledge of events, sports, theatre operations, within an entertainment venue. Bar & Merchandise sales management is desirable. Food operations/service preferred in accordance with NYC Board of Health regulations.
3. Must have New York City Food Protection Certificate along with previous experience in training, cash handling, food and beverage sanitation requirements, equipment operation and liquor laws.
4. Excellent communication skills, ability to mobilize key stakeholders, and engage with all levels in the organization.
5. Demonstrated experience completing reports and documenting staff performance is essential.
6. Ability to engage and develop collaborative relationships and influence within team and across functions, even without direct reporting relationships.
7. Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group.
8. Comfortable with managing conflict and responding to customer problems with a sense of urgency.
9. Commitment to providing a high-quality service experience for guests.
10. Ability to demonstrate success in managing multiple tasks while under tight deadlines.
11. Experience motivating and encouraging exceptional performance.
12. Ability to hold team accountable for outcomes and monitor performance.
13. Demonstrated experience coaching, mentoring and developing staff to perform at high levels.
14. Proficient in Microsoft Word & Excel.
15. Advanced knowledge with merchandise operations and sales techniques is essential.
16. Must have experience in producing and maintaining visual displays in a retail environment.
17. Experience resolving inventory discrepancies.
18. Possess exceptional attention to detail and strong follow-up skills necessary.
19. Demonstrates integrity, tact, diplomacy and a commitment to company values and principles while ensuring the utmost consistency.

Special Requirements

1. Ability to walk/stand for at least 7 hours per day.
2. Ability to lift/carry up to 50 lbs. and to push/pull up to 75 lbs.
3. Bending and constant motion (restocking) is often required.
4. Must be available to work a flexible schedule mostly nights and weekends, holidays required.