Guest Services Supervisor-Beacon Theatre

Madison Square Garden Entertainment Corp.; New York (NY); On-site; USD 25,000 - 41,000; Part time

Job summary

Madison Square Garden Entertainment Corp. (MSG Entertainment) is seeking a Guest Services Supervisor to lead front-line staff across MSG venues and deliver exceptional guest experiences.

The role emphasizes cross-department collaboration, crisis responsiveness, and maintaining professional standards during events. Ideal candidates have 3–5 years of supervisory experience in entertainment venues, with at least 60 college credits or equivalent, and a track record of coaching staff to high

Qualifications

• 3–5 years’ supervisory experience in events, sports or theatre operations.
• Proven ability to lead front-line guest services staff.
• Strong communication, coaching and conflict-resolution skills.

Responsibilities

• Supervise front-line Guest Services Staff and maintain service standards.
• Collaborate with Security and other departments during events and emergencies.
• Coach, assess and provide timely feedback to staff.
• Lead pre-event meetings and ensure guest environments meet venue standards.
• Handle guest concerns promptly and provide recovery solutions when needed.

Skills

Supervisory experience

Team leadership

Guest services

Education

60 credit hours

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, the Christmas 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 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.

What will you do?

• 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.

What do you need to succeed?

• 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.
• 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.
• 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.
• This position is part time and is scheduled based on events.

Special Requirements

• Ability to walk/stand for at least 7 hours per day
• Ability to lift/carry up to 50 lbs. and to push/pull up to 75 lbs.
• Bending and constant motion is often required

Onsite

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 considering requests for reasonable accommodations as required.