Concourse Supervisor

Who are we hiring?

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 part time position with 70 hours guaranteed per month (2 events per week). The MSG Arena Concourse Supervisor will report into the MSG Arena Concourse Manager.

What will you do?

• 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.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What do you need to succeed?

• The ideal candidate will have a minimum of 3-5 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

Special Requirements

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

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