Arena Concourse Manager (Full-Time)-Madison Square Garden

US-NY-New York
Requisition ID
17-7723
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 Arena Concourse Manager will be accountable for the providing an exceptional guest experience at MSG Venues through the operational management of an assigned department/function within the Arena Concourse Area, and driving performance of Supervisor’s and front line colleagues. 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 customer experience, a commitment to the engagement and development of our employee, and achievement of business results. The Arena Concourse Manager will report into the Director Arena Concourses.

 

MAIN DUTIES/FUNCTIONS:

 

  • Accountable for operational management and direction setting for Supervisory team and front line staff
  • Partner on the full cycle recruitment and development of employees by conducting interviews, selection of candidates for hire, onboarding, providing continuous feedback, training and development
  • Partner with employees to shape the guest experience and create exceptional live experiences at MSG Venues
  • Function as a role model to Supervisors by demonstrating a positive attitude, and achievement of company objectives and goals
  • Assess, evaluate and coach Supervisors
  • Ensure payroll is completed timely, accurately and submitted according to company specified reporting guidelines.
  • Provide consistent, fair and timely feedback to colleagues through various methods (i.e., coaching, mentoring, one on one)
  • Ensures that front line colleagues are engaged, upbeat, and delivers an exceptional guest experiences
  • Partner with Human Resources on employee relations, compliance and other regulations
  • Experience with managing budgets and resource allocations
  • Ensure proper staffing levels are in place throughout designated concourse supervisory locations.
  • Highly responsive to emergencies in a fast paced, time sensitive environment.
  • Coordinate the efforts and establish priorities among the Merchandise locations within designated management location.
  • Make recommendations for the improvement of merchandise selection, retail pricing, sales techniques, and capital requirements.
  • Coordinate with brand management and development in determining the viability and budget for exploring new merchandising opportunities.
  • Provides hands-on floor coverage throughout the operation as needed in Food & Beverage outlets, and Merchandise locations.
  • Knowledgeable with Point of Sale (POS), purchasing and inventory systems.
  • Ensures the consistency of all food and beverage products and offerings in concession and bar locations.
  • Responsible for the supervision of cleaning and event related building maintenance staff inclusive of restroom attendants in designated areas of responsibility.
  • Coordinate daily labor activities, assignments and breaks to foster a seamless and cooperative delivery of service.
  • Conducts periodic meetings which provide training on proper Department of Health techniques (DOH), cleanliness initiatives, service changes and updates on company news and developments.
  • Responsible for all administrative documentation including post-event evaluation reports, employee performance check-lists, customer feedback, incident /accident reports and inventory/cash handling logs.
  • Review inventory methods and controls which minimize loss and maximize efficiency.
  • Ability to recognize and maximize selling opportunities based upon team or LIVE entertainment events

Qualifications

 

  • The ideal candidate will have a minimum of 5-8 years’ management experience, and knowledge of events, sports, theatre operations, within an entertainment venue
  • Previous supervisory experience in Food & Beverage, Custodial/Housekeeping and/or Merchandise/Retail operations preferred.
  • 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 managing union staff preferred
  • Ability to manage cross functional teams and building relationships is essential.
  • Demonstrated experience managing multifaceted, multi-location merchandise and food & beverage operations is essential.
  • NY Department of Health (DOH) certification highlighting health standards and regulations is required.
  • Excellent communication skills, ability to mobilize key stakeholders, and engage with all levels in the organization
  • 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
  • Successful track record of measuring improvements in customer satisfaction and loyalty
  • 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
  • Proficiency in Microsoft Office
  • 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 and walking long distances.

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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