Manager Arena Operations - Madison Square Garden

US-NY-New York
Requisition ID
17-7859
Division
Venues
Functional Area
Venue 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 Manager Arena Operations is responsible for providing the highest level of guest service within a safe and secure environment for our clients, guests, and employees during public functions. This includes working collaboratively with Security, Ushers, Ticket Takers, Medical, and Guest Services Representatives. This position reports into the Director Guest Services.

 

 

MAIN DUTIES/FUNCTIONS:

  • Responsible for providing the highest level of guest service within a safe and secure environment for our guests and employees during all events and functions within the operating areas of the Arena, Theater, and Expo Center.
  • Collaborate with internal departments and external clients to minimize expense and maximize budgeted results while maintaining optimal operating efficiency.
  • Execute event operations plans including the oversight of staffing requirements for all front of house/guest service and medical service for over 430 events.
  • Works closely with the Command Center to insure safeguard of company and guest property during an event.
  • Evaluate the quality of the guest experience through observation and by gathering & responding to feedback.
  • Oversee the Garden Services Office/Communication Hub during an event in order to respond to emergency calls and dispatch labor for event incidents, maintenance, and custodial needs, while insuring record-keeping for insurance claims.
  • Act as the liaison with local law enforcement, client representatives, promoter & event representatives, and other outside agencies.
  • Troubleshoot and document any event day incidents and/or problems including those affecting clients, guests, and staff or operating issues.
  • Highly responsive to emergencies in a fast paced, time sensitive environment.
  • Execute operational & service training and development.
  • Determine staffing levels and track costs against budgets.
  • Attend P and L meetings with MSGE and Finance to explain budget variances and staffing requirements.
  • Attend production meetings and produce event notes outlining client expectations and operational needs.
  • Collaborate with all three teams and Finance to produce annual Day of Game budgets and monitor actuals throughout the year.

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
  • 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.
  • Excellent communication skills, ability to mobilize key stakeholders, and engage with all levels in the organization
  • Knowledge of local public assembly and fire codes required.
  • Experience with city and state agencies.
  • 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: Briefly describe the physical demands (walking, sitting, standing, climbing, lifting, carrying weight, etc.) necessary to perform the essential functions of the position as well as the environment (normal office, warehouse, potential exposures) that the position operates in.

 

Extensive walking, bending, and lifting necessary.

 

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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