Guest Experience Representative - Madison Square Garden

US-NY-New York
Requisition ID
17-7507
Division
Venues
Functional Area
Customer Service/Support

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, The Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; The Chicago Theatre; and the Wang Theatre in Boston.  Other MSG properties include legendary sports franchises: the New York Knicks (NBA), the New York Rangers (NHL) and the New York Liberty (WNBA); two development league teams -- the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and one of the leading North American esports organizations, Counter Logic Gaming.  In addition, the Company features popular original entertainment productions -- the Christmas Spectacular and New York Spectacular – both starring the Radio City Rockettes, and through Boston Calling Events, produces outdoor festivals, including 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, The Stanton Social, Beauty & Essex and Vandal.  More information is available at www.themadisonsquaregardencompany.com

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, 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.

Responsibilities

Guest Experience Representatives are responsible for:

  • Pro-actively creating an inviting, welcoming and positive atmosphere at all customer-facing touch-points at MSG and at The Theater at MSG
  • GERs are charged with providing personalized guest service and creating positive and memorable guest experiences during sporting, entertainment, and family events
  • Responsible for greeting/assisting season ticket holders, fans, and guests in the Arena, Box Office Lobby, Suites Entrances, Premium Clubs, Guest Experience Office and Podiums throughout the Arena
  • Distributes giveaways and fan recognition gifts
  • Ensures, inspects and makes certain all guest environments are up to MSG standards prior to the start of the event
  • Assists in resolving all guest issues during the event. Coordinates seating relocations as necessary  
  • Tracks, communicates and follows-up with all guest issues and reports them to the Manager Event Operations  
  • Assists with any new customer focused event/activity where it involves GERs
  • Partners with key sales account executives and other internal departments to support their needs and the needs of season ticket holders and fans
  • Greets and validates guest entry into premium club areas. Works closely with VIP Services and escorts high profile guests to seating areas
  • Assists with suite client needs at concierge locations
  • Provides assistance to guests with disabilities by providing wheelchair escorts, distributing Assistive Listening Devices (ALDs), and partnering with the Disabled Services group as necessary

Qualifications

Ideal candidate will have:

  • Two years of service experience in a customer service environment, along with excellent verbal and written communication skills
  • Exceptional interpersonal skills and be people oriented
  • Will have the ability to solve problems, have conflict resolution skills, and handle customer situations in a highly sensitive, heightened and urgent environment
  • Must be able to manage heavy volume of customer interaction and multi task in an extremely critical environment
  • Prior Arena/Theater experience preferred
  • Must be available to work nights, weekends and holidays 
  • Must be able to stand for extended periods of time
  • This position is part time and is scheduled based on events

 

ALL APPLICANTS MUST SUBMIT A FULLY COMPLETED APPLICATION AND COMPLETE THE ON-LINE ASSESSMENT IN ORDER TO BE CONSIDER FOR THIS POSITION.

 

 

Education

N/A

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