Manager Guest Services - Beacon

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, Food and Merchandise, Medical, Box Office, Event Production, Back of House, and Team/Client Operations. Direct oversight of Guest Services Supervisors, Ushers, Ticket Takers, Uniform Distribution Center, Elevator Operators, and Guest Experience Representatives. This position reports into the Senior Director of Theatre Operations. What will you do? Interact with customers at events (and cancelled events) to address concerns and ensure a positive overall experience. Uses creative management skills to resolve customer and team member concerns by working with divisions and generates responses in writing or orally. Implements resolutions by using discretion and judgment. Manage all Guest Services event functions. Provide the highest example of customer-based service for our employees. Facilitate Guest Services pre-event staff meeting to inform staff of all pertinent event information. Assign guest relations/usher supervisors to designated posts. Supervise Guest Services supervisors to ensure smooth and efficient operations during the assigned shift. Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs Guest Services Supervisors in the details of work. Observes performance and encourages improvement. Oversees Scheduling, Time and Attendance and Payroll by actively utilizing company systems i.e. Workforce and Marquee. Highly responsive to emergencies in a fast paced, time sensitive environment. Handles all managerial aspects of staff personnel including hiring, training, scheduling, payroll, performance management, disciplinary actions, succession planning to ensure best practices and consistency with daily guest services and security operation. Ensures compliance with company standards to ensure consistent high-quality guest services. Provide the highest example of customer-based service for our employees. Evaluate the quality of the guest experience through observation and by responding to feedback. SUPERVISION: Guest Service Supervisors, Ushers, Ticket Takers and Elevator Operators. SPECIAL REQUIREMENTS OF THE JOB: Must be able to work a flexible schedule inclusive of weekends, nights and holidays required. Must be willing to travel to other locations as needed. Must be receptive to working outside in inclement weather and extreme temperatures. Our unique talents and backgrounds are what make us a strong and dynamic organization. This is your chance to join a team of professionals and bring your passion to delight guests to our growing company! What do you need to succeed? The ideal candidate will have a minimum 5-7 years of prior Guest Services experience with direct responsibility for supervising and directing staff across a wide range of operating and customer service functions. 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. Ability to compile and execute company and departmental standard operating procedures and procedures (SOP’s). Must be able to handle sensitive, heightened customer situations including on-site presence. Ability to resolve conflicts and give guidance. Excellent verbal & written communication, organizational and time management skills required. Must be able to multi-task and prioritize in a deadline-oriented environment. PC skills including MS Word, Excel, Outlook and PowerPoint. Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group. Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency. The Company requires that all individuals, subject to certain limited exceptions, be fully vaccinated against COVID-19. The Company will consider requests for reasonable accommodations regarding this requirement. Why is MSG for me? About Madison Square Garden Entertainment Corp. Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment. The Company presents or hosts a broad array of events in its diverse collection of venues: New York’s Madison Square Garden, Hulu Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; and The Chicago Theatre. MSG Entertainment is also building a new state-of-the-art venue in Las Vegas, MSG Sphere at The Venetian. In addition, the Company features the original production – the Christmas Spectacular Starring the Radio City Rockettes – and through Boston Calling Events, produces the Boston Calling Music Festival. The Company’s two regional sports and entertainment networks, MSG Network and MSG+, deliver a wide range of live sports content and other programming. Also under the MSG Entertainment umbrella is Tao Group Hospitality, with entertainment dining and nightlife brands including: Tao, Marquee, Lavo, Beauty & Essex, Cathédrale, Hakkasan and Omnia. More information is available at www.msgentertainment.com. We invite you to create an exceptional career at MSG At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here. We value diversity and are looking for extraordinary employees of all backgrounds 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, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.
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