Who are we hiring?

The Guest Services Supervisor will be accountable for providing an exceptional guest experience throughout the MSG Venues by leading and directing front-line Guest Services Staff. The role will focus on partnering across departments 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 Management Team.

What will you do?

• Accountable for daily supervision and leadership of front-line Guest Services Staff
• Demonstrate a positive attitude and operate with high energy throughout the entire shift
• Function as a role model to front line colleagues by demonstrating an optimistic demeanor, and achievement of company objectives and goals
• Ability to work collaboratively with Security and other departments during events and in an emergency.
• Assess, evaluate and coach front-line Guest Services Staff
• Provide consistent, fair and timely feedback to front-line Guest Services Staff
• Manage the content and delivery of pre-shift meetings
• Ensures that front-line Guest Services Staff are performing their overall job functions, maintaining uniform standards, and delivering 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 and questions in a timely and efficient matter while offering recovery solutions when necessary.
• Assists with pre-event setup duties including front-line Guest Services Staff assignments.
• Inspects and ensures guest environments are up to venue standards and all emergency exit pathways are clear and accessible prior to opening.
• Works with Accessibility Services group as necessary for possible seat relocations.
• 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.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What do you need to succeed?

• 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.
• Demonstrate experience completing reports and documenting staff performance
• Ability to engage and develop collaborative relationships and influence within team and across departments
• 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
• Ability to hold team accountable for outcomes and monitor performance
• Demonstrate 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 follow-up skills
• Demonstrate integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
• Must be available to work a flexible schedule inclusive of early mornings, weekends, nights, and holidays
• Must be willing to travel to other NY Venues as needed
• Must be able to pass and maintain certification in a comprehensive alcohol management program.
• This position is part time and is scheduled based on events.

Special Requirements

• 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
• Must be able to work within an environment with loud noises and everchanging visuals
• Ability to stand and move about the venue throughout the duration of the shift.

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