Guest Services Supervisor-Beacon

This position has been filled - Job#: 399

Job Summary

Overview

The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences.  The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, Hulu Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; and The Chicago Theatre.  Other MSG properties include legendary sports franchises: the New York Knicks (NBA) and the New York Rangers (NHL); two development league teams –  the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and esports teams through Counter Logic Gaming, a leading North American esports organization, and Knicks Gaming, MSG’s NBA 2K League franchise.  In addition, the Company features the popular original production – the Christmas Spectacular Starring the Radio City Rockettes – and through Boston Calling Events, produces New England’s preeminent Boston Calling Music Festival.  Also under the MSG umbrella is TAO Group, a world-class hospitality group with globally-recognized entertainment dining and nightlife brands: Tao, Marquee, Lavo, Avenue, Beauty & Essex and Vandal.  More information is available at www.themadisonsquaregardencompany.com

Role Summary

The Guest Services Supervisor will be accountable for providing an exceptional guest experience throughout the theatre by leading and directing front line colleagues (Ushers). The role will focus on partnering across functions, 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 Manager.

Specific Functions/Activities Summary

• Accountable for daily supervision and leadership of front line Usher employee group.


• Demonstrate a positive attitude and operate with high energy throughout the entire shift


• Function as a role model to front line colleagues by demonstrating a positive attitude, and achievement of company objectives and goals


• Ability to work collaboratively with Security and other departments in an emergency.


• Assess, evaluate and coach front line colleagues


• Provide consistent, fair and timely feedback to colleagues through various methods (i.e., coaching, mentoring, one on one)


• Manage the content and delivery of pre-shift meetings


• Ensures that front line colleagues are engaged, upbeat, and delivers an 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, feedback and suggestions in a timely and efficient matter while offering recovery solutions when necessary.


• Train and develop staff.


• 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.

Qualifications

• 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.


• Demonstrated experience completing reports and documenting staff performance is essential


• Ability to engage and develop collaborative relationships and influence within team and across functions, even without direct reporting relationship


• 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


• Experience motivating, and encouraging exceptional performance


• Ability to hold team accountable for outcomes and monitor performance


• Demonstrated 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 strong follow-up skills necessary


• Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency


• Must be available to work a flexible schedule mostly nights and weekends, holidays required


• Must be willing to travel to other locations as needed

SUPERVISION: 

• Approximately 40 people

• SPECIAL REQUIREMENTS OF THE JOB:

   

  
  
  
  
  • 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
  
  

Education

Candidates who have completed 60 credits 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.

EEO Statement

At MSG 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. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.