Manager- Guest Relations

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 Manager Guest Services 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, Medical, Box Office, Event Production, Back of House, and Team/Client Operations. Direct oversight of Guest Services Supervisors, Ushers, Ticket Takers, Directors, Event Office Administrators, Elevator Operators, and Guest Experience Representatives. This position reports into the Director Guest Services.
What will you do?
• 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 operation plans in conjunction with internal departments, including the oversight of staffing requirements for all front of house/guest services work groups 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 Event offices (Theater, 5th Fl, 6th Fl, 8th Fl) during an event in order to respond to emergency calls and dispatch personnel for event incidents, maintenance, and custodial needs, while insuring record-keeping for insurance claims.
• Work hand in hand with Security to collaborate with local law enforcement, client representatives, promoter & event representatives, and other outside agencies.
• Support Call Center Operations by receiving and handling escalated and/or direct communications
• Troubleshoot and document any event day incidents and/or problems including those affecting clients, guests, and staff or operating issues.
• Execute training and development in collaboration with internal stakeholders.
• Oversees Scheduling, Time and Attendance and Payroll by actively utilizing company systems i.e. Workforce and Sharepoint.
• Attend event related meetings with Live, Sports Properties, Finance, Teams and Marketing to establish budget standards, variances, correct appropriations of event related expenses and produce event notes outlining show specific information to include credential.
• Supervise a variety of Guest Services employees including Guest Service Supervisors, Ushers, Ticket Takers, Event Office Administrators, Elevator Operators, Guest Experience Representatives and Student Associate
What do you need to s/ucceed?
• The ideal candidate will have a minimum of 3-5 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 or familiarity with Collective Bargaining Agreements
• 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.
• Comfortable with managing conflict with a nonbiased demeanor and responding to customer and/or employee 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 maintain certification in T.E.A.M. Alcohol Management Training.
• Proficiency in Microsoft Office Suite.
Special Requirements
• General physical requirement such as lifting 25lbs., standing for long periods, walking long distances, working in inclement conditions, lead and assist in evacuation of guests and staff, ability to walk up and traverse down stairs, bending and constant motion is often required.
• Must be willing to travel to other company 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
Pay Range
$83,000 - $100,000 USD

Jobcode: Reference SBJ-yj8yvm-216-73-216-42-42 in your application.