Guest Services Supervisor

Job Description

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company's portfolio includes a collection of world-renowned venues – New York's Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for 90 years. More information is available at www.msgentertainment.com.

Who are we hiring?

The Guest Services Supervisor is responsible for providing a safe, positive and guest friendly environment for each event at The Chicago Theatre. As a Guest Services Supervisor you will supervise, coach and train all front of house staff and ensures staff has working knowledge of all pertinent event information and emergency procedures.

What will you do?
• Conducting Guest Services pre-event staff meeting to inform staff of all pertinent event information.
• Responding to all escalated guest issues and determining appropriate actions to resolve problems and/or issues in a timely, positive, and friendly manner.
• Assist with the training and supervising of all front of house staff.
• Schedule services staff and keep accurate records of guest services staff attendance.
• Complete a daily house safety check of theatre and report any building deficiencies to Dept Manager.
• Communicate with Dept Manager about any employee coat room deficiencies, and event equipment (Ticket Scanners, ALDs, and Radios).
• Be prepared to take an active lead role in emergency operations procedures (evacuation plan) through on-going training and drills.
• Consistently and thoroughly communicate with dept manager about any font of house staff issue.
• Prepare and complete all assigned event reports.
• Promote and handle logistics of employee recognition program, employee knowledge checks, and surveys.
• Collaborate with all company departments and third-party vendors for efficient and safe operations.
• Assist with Meet and Greets.
• Oversees Scheduling, Time and Attendance and Payroll by actively utilizing company systems i.e. Workforce and Sharepoint.
• Any other duties as assigned by Building Management.

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.
• 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

Special Requirements
• Must be willing to travel to other locations as needed
• Must be receptive to working outside in inclement weather and extreme temperatures.
• Must be comfortable with heights (working on high floors) and navigating steep steps and inclines.
• Must be able to lift 25 lbs.
• Ability to stand and move about the theater throughout the duration of the shift.
• Ability to work a flexible schedule including days, nights, have split days off, work weekends and holidays in a 24 X 7 environment.

Hourly Pay Range

$25 - $25 USD

Jobcode: Reference SBJ-wp4z62-18-97-14-80-42 in your application.