Tour Operations Lead — VIP & Guest Experience

MSG Entertainment Holdings, LLC; New York (NY); On-site; USD 56,000 - 59,000; Full time

Job summary

Madison Square Garden Entertainment Corp. in New York, NY, seeks a Tour Senior Supervisor to oversee the venuetours at Radio City Music Hall. You will run daily routes, staff schedules, and ensure memorable experiences for guests.

You will lead tour guides with training and coaching, collaborate with multiple departments, and support scheduling, accessibility needs, and real-time issue resolution. This is a full-time, on-site role with a focus on guest satisfaction.

Qualifications

• Minimum of 3 years’ experience in tourism, amusement, or attractions industries, or the equivalent preferred.
• Experience in supervising part-time employees in a guest services environment.
• Proficiency in Microsoft Excel and Word is preferred.

Responsibilities

• Develop and execute the daily tour route based on building restrictions and activity to create an excellent guest experience in a fast-paced environment.
• Coordinate with Productions, Guest Relations, Building Operations, Security, Group Sales, Event Production, and Box Office to optimize daily routes and attend meetings as needed.
• Conduct multiple walkthroughs of the tour route to ensure technology, guides, and facilities meet high standards.
• Assist with scheduling and executing VIP tours, including training guides and guest services teams for tailored experiences.
• Manage tour guide availability, schedules, callouts, and sick time with the Employee Service Center.
• Act as liaison between venue management and tour guides to communicate important information.

Skills

Staff supervision

Guest services

Communication

Tools

Microsoft Excel

Microsoft Word

Job description

Madison Square Garden Entertainment Corp. in New York, NY, seeks a Tour Senior Supervisor to oversee the venuetours at Radio City Music Hall. You will run daily routes, staff schedules, and ensure memorable experiences for guests.

You will lead tour guides with training and coaching, collaborate with multiple departments, and support scheduling, accessibility needs, and real-time issue resolution. This is a full-time, on-site role with a focus on guest satisfaction.