Director, Guest Services

Who are we hiring? The Director of Guest Services is responsible for overseeing the Guest Experience within the MSG Sphere. They will oversee the Guest Service Managers while addressing the management of their performance, development, and execution of service standards. The Director of Guest Services will be required to maintain a heightened presence at all events to ensure the consistency of service. The position will interact with and solicit ongoing feedback from guests and team members through surveys and other communication channels. What will you do? Executes customer service strategies, programs, and technology to ensure company goals are met. Establishes criteria to enhance the customer service and VIP experience throughout the venue. Sets direction for Guest Services managers and front-line team to ensure the consistency of operational procedures that enhance employee and guest experiences. Oversees day to day operations for Guest Service team. Attends and actively participates in daily pre-shift meetings. Communicates effectively with guests during events, with the ability to diffuse escalated situations. Maintains timely communication with stakeholders to convey and resolve customer service issues and to identify best practices. Partners with Learning & Development team to create and deliver ongoing service and operational training. Collaborates with Information Technology to implement and maintain innovative technology and mobile solutions that enable improved customer experiences. Partners with People Solutions team on the scheduling, time and attendance, and payroll for all Guest Services work groups, ensuring labor is consistent with event staff budgets. Participates in and supports special initiatives and projects at MSG or its venues. SUPERVISION: Manages a staff of 12 Administrative Employees. What do you need to succeed? The ideal candidate will have a minimum of 8-10 years of prior Guest Relations or Customer Service Management with direct responsibility for supervising and directing staff across a wide range of operating 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. Successful track record of measuring improvements in customer satisfaction and loyalty. Knowledge of local Fire and Building Codes required and an in-depth knowledge of facility management. Excellent verbal & written communication, organizational and time management skills required. Experience in managing cross functional teams and building relationships. Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency. Skilled at working collaboratively and in a team environment. Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group. Able to work under pressure and meet deadlines, while managing multiple tasks. PC skills including MS Word, Excel, Outlook and PowerPoint. SPECIAL REQUIREMENTS OF THE JOB: Must be able to work a flexible schedule inclusive of weekends, nights and holidays required. Why is MSG for me? With MSG Sphere, we are creating an entirely new medium that will deliver immersive entertainment experiences at an unparalleled scale. Beyond a venue, Sphere is a multi-sensory platform with experiential technology programming directly to your senses. You will see in ways never imagined, hear with every fiber of your being, and experience like never before. To deliver on this promise, we are building the largest immersive venue in the world, MSG Sphere at The Venetian in Las Vegas, with a second Sphere venue planned for London, pending necessary approvals. In addition to building a breakthrough venue, we’re building a production studio team, a technology venture team, and a full commercial organization to make the MSG Sphere a world class brand and business for our fans, our artists, and our partners. We have offices and roles in Burbank CA, Las Vegas NV, New York, NY and London. We focus on Career Development and Invest in YOU 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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