Senior Supervisor Tours

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 Tour Senior Supervisor will be responsible for overseeing the administrative and day-to-day operations of the venue tours at Radio City Music Hall. This position will execute the daily tour routes and staff schedules to ensure the tours run smoothly. This full-time position will also ensure each guest on the tour has a memorable and high-quality experience. The Tour Senior Supervisor will lead and foster growth of the Tour Guides through training, mentoring, and coaching on a regular basis.
What will you do?
• Develop and execute the daily tour route based on restrictions from the building and other activity to create an excellent guest experience in a fast-paced environment.
• Communicate with many internal departments such as Productions, Guest Relations, Building Operations, Security, Group Sales, Event Production, Security, Food and Merchandise, and the Box Office departments to develop our daily routes and optimize as necessary. Attend building operations and production meetings as needed.
• Conduct multiple walkthroughs of the tour route throughout the day to ensure all technology, guides and facilities are up to best standards.
• Assist with scheduling and executing VIP tours of the venue, including training the tour guides and guest services teams to greet and escort VIPS in a tailored experience
• Work closely with Venue People Practices team to manage tour guide availability, schedules, callouts, and sick time.
• Act as the liaison between venue management and the tour guides and support staff to communicate important information.
• Lead continuous education and development for the tour guides and supervisors through onboarding, on-the-spot training, and company-wide training. Develop skills in new tour guides in a timely manner. Ensure compliance of all company policies and procedures.
• Use creative supervisory skills to resolve customer and team member concerns by working with management and generates responses in writing or orally. Implements resolutions by using discretion and judgment.
• Serve as point of escalation for Guest Relations issues with tour guests
• Conduct daily and weekly financial and data reports as needed
• Assist guests with accessibility requirements as needed.
• Supervise part-time supervisors and tour guides
What do you need to s/ucceed?
• Minimum of 3 years' experience in tourism, amusement, or attractions industries, or the equivalent preferred.
• Experience managing part time employees and the ability to lead day-to-day supervision of hourly personnel in a guest services environment
• Experience in a guest services or customer-facing role is preferred
• Strong attention to detail and the ability to adapt to fast-paced situational changes
• Ability to work with a multitude of different departments and develop good relationships and communication tactics
• Proficiency in Microsoft Excel and Word is preferred
• Experience in scheduling part-time staff preferred
Special Requirements
• General physical requirements such as lifting 25 lbs., standing for long periods, walking long distances up and down stairs, bending and constant motion is often required.
• Minimum availability 4 days a week including weekends and holidays.
• Receptive to working outside in inclement weather and extreme temperatures.
Hourly Pay Range
$41 - $42 USD

Jobcode: Reference SBJ-yj8ezk-216-73-216-96-42 in your application.