Guest Services Supervisor-Beacon Theatre

MSG Entertainment Holdings, LLC; New York (NY); On-site; USD 28,000 - 39,000; Part time

Job summary

MSG Entertainment is seeking a Guest Services Supervisor for MSG Venues in New York. This part-time role oversees front-line Guest Services staff during events, driving exceptional guest experiences and ensuring safety and adherence to standards.

The ideal candidate has 3–5 years of supervisory experience in venues, understands event operations, and can coordinate across departments, including security, with a flexible schedule including weekends and holidays.

Qualifications

• Minimum 3–5 years of supervisory experience in entertainment venues.
• Experience coordinating front-line guest services during events.
• Ability to pass an alcohol management certification.

Responsibilities

• Supervise front-line Guest Services staff daily.
• Lead with high energy during shifts.
• Coordinate with Security and other departments during events.
• Provide timely feedback and coaching to staff.
• Ensure uniform standards and exceptional guest experiences.
• Respond quickly to emergencies.
• Assist with pre-event setup and staff assignments.
• Inspect venues and ensure exits are clear and accessible.

Skills

Supervisory experience

Events knowledge

Education

60 credit hours college coursework

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 atwww.msgentertainment.com.

Who are we hiring?

The Guest Services Supervisor will be accountable for providing an exceptional guest experience throughout the MSGVenuesby leading and directing front-lineGuest Services Staff.The role will focus on partnering acrossdepartmentsto get work done through others in a fast-paced, and dynamic environment. Success in this role isdemonstratedby an exceptional guest experience, a commitment to continuous learning and development, and achievement of business results. The Guest Services Supervisor will reportintothe Guest ServicesManagement Team.

What will you do?

• Accountable for daily supervision and leadership offront-lineGuest Services Staff
• Demonstrate a positive attitude andoperatewith high energy throughout the entire shift
• Function as a role model to front line colleagues bydemonstratingan optimisticdemeanor, and achievement of companyobjectivesand goals
• Ability to work collaboratively with Security and other departmentsduring events andin an emergency.
• Assess,evaluateand coach front-lineGuest Services Staff
• Provide consistent,fairandtimelyfeedback tofront-line Guest Services Staff
• Manage the content and delivery of pre-shift meetings
• Ensures that front-lineGuest Services Staffare performingtheir overall job functions,maintaininguniform standards, and deliveringexceptional guest experiences.
• Highly responsive to emergencies in a fast-paced,time sensitiveenvironment.
• Takesownershipof supervisory locations andmaintainsa clean,safeand aesthetically pleasing working environment.
• Addresses customer concernsand questionsina timelyand efficientmatterwhile offering recovery solutions when necessary.
• Assistswith pre-event setup dutiesincluding front-line Guest Services Staff assignments.
• Inspects and ensures guest environmentsare up to venuestandardsandallemergency exit pathways are clearand accessible prior to opening.
• Works withAccessibility Services group as necessary forpossible seatrelocations.
• Recommend and enforce disciplinaryactionsas necessary.
• Act as a liaison between upper management and staff.
• Ensure all company policies and standards arebeing 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 (representing2 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 acrossdepartments
• Adept atmaintaininga 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 todemonstratesuccess in managing multiple tasks while under tight deadlines
• Ability to hold team accountable for outcomes and monitor performance
• Demonstrateexperience coaching,mentoringand developing staff to perform athigh 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 scheduleinclusive ofearly mornings,weekends, nights, and holidays
• Must be willing to travel to otherNYVenuesas needed
• Must be able to pass andmaintaincertification ina comprehensivealcohol managementprogram.
• This position ispart timeand 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 oftenrequired

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.