Arena Guest Services Supervisor (Part Time) - Madison Square Garden

US-NY-New York
Requisition ID
17-7700
Division
Venues
Functional Area
Management

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

The MSG Arena Guest Services Supervisor will be accountable for providing an exceptional guest experience throughout the customer seating area of the MSG Arena by leading and directing front line colleagues (Ushers & Ticket Takers). The role will focus on partnering within Venues, and 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. This is a part time position with 70 hours guaranteed per month. The MSG Arena Event Floor Supervisor will report into the MSG Arena Event Manager.

 

MAIN DUTIES/FUNCTIONS:

  • Accountable for daily supervision and leadership of front line Usher & Ticket Takers 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 situation.
  • 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.

DECISION MAKING:

  • Source recovery methods 
  • ER concerns

 

 

SUPERVISION:

List the title of direct reports: 

  • Ushers, Ticket Takers 

 

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.
  • Experience supervising union staff preferred
  • Excellent communication skills, ability to mobilize key stakeholders, and engage with all levels in the organization
  • 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
  • Ability to navigate internal organization/process
  • Proactive self-starter and able to work collaboratively
  • Must be willing to travel to other locations as needed
  • Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

 

General physical requirements such as lifting 25 lbs., standing for long periods, walking long distances, 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.

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