Senior Supervisor Tours- Radio City

Madison Square Garden Entertainment Corp.; New York (NY); On-site; USD 56,000 - 59,000; Full time

Job summary

Madison Square Garden Entertainment Corp. in New York City is seeking a Tour Senior Supervisor to oversee the day-to-day operations of the venue tours at Radio City Music Hall. The role handles daily tour routes, staff schedules, and ensures guests have memorable experiences.

You will lead and mentor tour guides through training and coaching on a regular basis. The position requires a minimum of 3 years in tourism or attractions, strong leadership and cross-team collaboration, and the ability to

Qualifications

• 3+ years’ experience in tourism, amusement, or attractions industries preferred.
• Experience managing part-time employees and supervising hourly staff in guest services.
• Experience in guest services or customer-facing roles preferred.
• Strong attention to detail and ability to adapt in fast-paced environments.
• Ability to collaborate across multiple departments and build relationships.
• Proficiency in Microsoft Excel and Word preferred.

Responsibilities

• Develop and execute daily tour routes to deliver excellent guest experiences in a fast-paced environment.
• Coordinate with Productions, Guest Relations, Operations, Security, Group Sales, Event Production, and other departments to optimize routes.
• Conduct multiple route walkthroughs to ensure technology, guides, and facilities meet standards.
• Schedule and train VIP tours and escort VIP guests with tailored experiences.
• Manage tour guide availability, schedules, calls, and sick time with the Employee Service Center.
• Liaise between venue management and tour staff to communicate important information.

Skills

Leadership

Staff scheduling

Customer service

Communication

Problem solving

Tools

Microsoft Excel

Microsoft Word

Job description

Location: New York City, NY

Position Type: Full-time

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 Tour Senior Supervisor will be responsible for overseeing the administrative and day-to-day operations of the venuetours at Radio City Music Hall. This position will execute the daily tour routes and staff schedules to ensure the tours runsmoothly. This full-time position will also ensure each guest on the tour has a memorable and high-quality experience.The Tour Senior Supervisor will lead and foster growth of the Tour Guides through training, mentoring, and coaching on aregular basis.

What will you do?

• Develop and execute the daily tour route based on restrictions from the building and other activity to create anexcellent guest experience in a fast-paced environment.
• Communicate with many internal departments such as Productions, Guest Relations, Building Operations, Security, Group Sales, Event Production, Security, Food and Merchandise, and the Box Office departments to
  develop our daily routes and optimize as necessary. Attend building operations and production meetings as
  needed.
• Conduct multiple walkthroughs of the tour route throughout the day to ensure all technology, guides and facilities are up to best standards.
• Assist with scheduling and executing VIP tours of the venue, including training the tour guides and guest services teams to greet and escort VIPS in a tailored experience.
• Work closely with Employee Service Center team to manage tour guide availability, schedules, callouts, and sick time.
• Act as the liaison between venue management and the tour guides and support staff to communicate important information.
• Lead continuous education and development for the tour guides and supervisors through onboarding, on-the-spot training, and company-wide training. Develop skills in new tour guides in a timely manner. Ensure compliance of all company policies and procedures.
• Use creative supervisory skills to resolve customer and team member concerns by working with management and generates responses in writing or orally. Implements resolutions by using discretion and judgment.
• Serve as point of escalation for Guest Relations issues with tour guests.
• Conduct daily and weekly financial and data reports as needed.
• Assist guests with accessibility requirements as needed.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.
• Supervise part-time supervisors and tour guides.

What do you need to succeed?

• Minimum of 3 years’ experience in tourism, amusement, or attractions industries, or the equivalent preferred.
• Experience managing part time employees and the ability to lead day-to-day supervision of hourly personnel in aguest services environment.
• Experience in a guest services or customer-facing role is preferred.
• Strong attention to detail and the ability to adapt to fast-paced situational changes.
• Ability to work with a multitude of different departments and develop good relationships and communicationtactics.
• Proficiency in Microsoft Excel and Word is preferred.

Special Requirements

• General physical requirements such as lifting 25 lbs., standing for long periods, walking long distances up anddown stairs, bending and constant motion is often required.
• Minimum availability 4 days a week including weekends and holidays.
• Receptive to working outside in inclement weather and extreme temperatures.

#LI-Onsite

Hourly Pay Range

$41 — $43 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.