Arena Concourse Supervisor

ABOUT US

A career at The Madison Square Garden Company (MSG) offers you the opportunity to make the unforgettable happen for millions of guests each year. Together with our colleagues, we come together to support our mission of lifting the human spirit by gathering communities around exceptional live experiences on the world’s greatest stages. As fans ourselves, we know that every element of the overall experience counts so we work endlessly to make every moment matter. At MSG, we provide development and training opportunities, competitive compensation and benefits, an energizing culture and a workplace that upholds our values of respect, creativity, teamwork, excellence and a passion to serve.

The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences.  The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; The Chicago Theatre; and the Wang Theatre in Boston.  Other MSG properties include legendary sports franchises: the New York Knicks (NBA), the New York Rangers (NHL) and the New York Liberty (WNBA), along with two development league teams — the Westchester Knicks (NBADL) and the Hartford Wolf Pack (AHL).  In addition, the Company features popular original entertainment productions — the Christmas Spectacular and New York Spectacular – both starring the Radio City Rockettes, and through Boston Calling Events, produces outdoor festivals, including New England’s preeminent Boston Calling Music Festival.   Also under the MSG umbrella is TAO Group, a world-class hospitality group with globally-recognized entertainment dining and nightlife brands: Tao, Marquee, Lavo, Avenue, The Stanton Social, Beauty & Essex and Vandal.  More information is available at www.madisonsquaregardencompany.com

ROLE DESCRIPTION

The MSG Arena Concourse Supervisor will be accountable for providing an exceptional guest experience throughout the Concession levels of the MSG Arena by leading and directing front line colleagues.  The role will focus on partnering within Venues, and across functions, to get work done through others in a fast paced, and dynamic environment.  Success in this role is demonstrated by an exceptional guest experience, a commitment to continuous learning and development, and achievement of business results.  This is a full time position with 140 hours guaranteed per month. In addition, this exciting role is benefits eligible. The MSG Arena Concourse Supervisor will report into the MSG Arena Concourse Manager.

MAIN DUTIES/FUNCTIONS: In order of importance, list the main duties and functions of this position with the anticipated approximate percentage of time devoted to each such function or duty.

• Accountable for daily supervision and leadership of front line colleagues in: Food & Beverage locations such as bars, concession stands and kiosks, Merchandise stores, Custodial responsibilities and Guest Service areas such as Usher and Elevator Operator employees.
• Demonstrate a positive attitude and operate with high energy throughout the entire shift
• Function as a role model to front line colleagues by demonstrating a positive attitude, and achievement of company objectives and goals
• Assess, evaluate and coach front line colleagues
• Provide consistent, fair and timely feedback to colleagues through various methods (i.e., coaching, mentoring, one on one)
• Manage the content and delivery of pre-shift meetings
• Ensures that front line colleagues are engaged, upbeat, and delivers an exceptional guest experiences
• Highly responsive to emergencies in a fast paced, time sensitive environment.
• Monitors Department of Health (DOH) regulations and city codes.
• Takes ownership of supervisory locations and maintains a clean, safe and aesthetically pleasing working environment.
• Addresses customer concerns, feedback and suggestions in a timely and efficient matter while offering recovery solutions when necessary.

DECISION MAKING: (For example: hiring/firing, disciplinary actions, purchasing decisions, budget decisions, negotiating contracts, etc.)

Please list types of decisions that are made by incumbent without management approval:

•   Source recovery methods

Please list types of decisions that need to be approved by the individual’s Manager:

• ER concerns

SUPERVISION: Include position titles for direct and/or indirect reports as well

List the title of direct reports:

• Food & Beverage concession employees (Cashiers, preps, vendors), Custodial employees, Merchandise Sales & Guest Services Employees (Elevator Operators, Ushers)

     List the title of indirect reports:

FINANCIAL RESPONSIBILITIES:

Total Budget:              

Sales Revenue:

REQUIREMENTS/QUALIFICATIONS: Briefly describe the educational background, licenses, certifications, job-related experience, knowledge, skills or abilities necessary to perform the job and preferred relevant experience.  Note, this information will be used to create the job posting.

Required Qualifications:

• The ideal candidate will have a minimum of 2-3 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.
• Prior working knowledge of Food & Beverage outlets, Bar, Custodial/Housekeeping duties & Merchandise Sales management is desirable.
• 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
• Must be willing to travel to other 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

PHYSICAL DEMANDS AND WORK ENVIRONMENT: Briefly describe the physical demands (walking, sitting, standing, climbing, lifting, carrying weight, etc.) necessary to perform the essential functions of the position as well as the environment (normal office, warehouse, potential exposures) that the position operates in.

General physical requirements such as lifting 25 lbs, standing for long periods, walking long distances, bending and constant motion (restocking) is often required.