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); two development league teams — the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and one of the leading North American esports organizations, Counter Logic Gaming. 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.themadisonsquaregardencompany.com
The Tour Supervisor will be responsible for supporting the Venue Tours Manager in overseeing the day-to-day operations and production of the Madison Square Garden All Access Tour. This position will execute the daily tour routes and guide schedules to ensure the tours run smoothly. This position will also ensure each guest on the tour has a memorable and high-quality experience.
Specific Functions/Activities Summary
Communicate with many internal departments such as Guest Relations, Building Operations, Security, Group Sales, Event Production, Security, Special Events, Concerts & Marketing and the Madison Square Garden Box Office departments to develop our daily routes and optimize as necessary. Attend building operations and production meetings as needed. Develop and execute the daily tour route based on restrictions from the building and other arena activity Conduct multiple walkthroughs of the tour route throughout the day to ensure all technology, guides and facilities are up to par Work closely with Staff Services department to manage tour guide and tour assistant availability, schedules, payroll, call-outs and sick time Act as the liaison between upper management and the tour guides, assistants, ticket sellers and security to communicate important information Serve as point of escalation for Guest Relations issues with tour guests Conduct daily and weekly financial and data reports as needed Update the tour script as needed to make sure it is as topical as possible Assist with training new tour guides and tour assistants
Minimum of 3 years’ experience in event production, event planning, operations or guest relations. Experience in the Sports or Entertainment industry preferred. Experience managing part time employees and the ability to command strong day-to-day supervision of hourly personnel in a guest services environment Experience in a guest relations 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, Word and PowerPoint is preferred Key to success in this role is the ability to multi-task, be proactive and anticipate last minute changes
Must be able to lift equipment – up to 25 lbs Minimum availability 4 days a week including weekends and holidays. No travel is required
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, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.