Madison Square Garden Entertainment Corp.
Senior Supervisor Tours
Madison Square Garden Entertainment Corp., New York, New York, us, 10261
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Senior Supervisor Tours
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Madison Square Garden Entertainment Corp. Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes venues such as Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, Beacon Theatre, and The Chicago Theatre, with events including sports, concerts, family shows, and the Christmas Spectacular Starring the Radio City Rockettes. More information is available at www.msgentertainment.com. Who are we hiring? The Tour Senior Supervisor will be responsible for overseeing the administrative and day-to-day operations of the venue tours at Radio City Music Hall. This full-time position will execute the daily tour routes and staff schedules to ensure the tours run smoothly. The Tour Senior Supervisor will lead and foster growth of the Tour Guides through training, mentoring, and coaching on a regular basis, to ensure guests have a memorable and high-quality experience. What will you do?
Develop and execute the daily tour route based on building restrictions and activity to create an excellent guest experience in a fast-paced environment.
Coordinate with internal departments (Productions, Guest Relations, Building Operations, Security, Group Sales, Event Production, Box Office, Food and Merchandise) to develop daily routes and optimize as necessary; attend building operations and production meetings as needed.
Conduct multiple walkthroughs of the tour route to ensure technology, guides, and facilities meet high standards.
Assist with scheduling and executing VIP tours, including training tour guides and guest services teams to greet and escort VIPs in a tailored experience.
Collaborate with Venue People Practices to manage tour guide availability, schedules, callouts, and sick time.
Act as liaison between venue management and tour guides/support staff to communicate important information.
Lead ongoing education and development for tour guides and supervisors through onboarding and training; ensure compliance with company policies and procedures.
Resolve customer and team concerns using discretion and judgment; generate written or oral responses and implement resolutions.
Serve as point of escalation for Guest Relations issues with tour guests.
Prepare daily and weekly financial and data reports as needed.
Assist guests with accessibility requirements as needed.
Supervise part-time supervisors and tour guides.
What do you need to succeed?
Minimum of 3 years’ experience in tourism, amusement, or attractions industries, or equivalent.
Experience managing part-time employees and leading day-to-day supervision of hourly personnel in a guest services environment.
Experience in a guest services or customer-facing role is preferred.
Strong attention to detail and ability to adapt to fast-paced changes.
Ability to collaborate with multiple departments and maintain good relationships and communication.
Proficiency in Microsoft Excel and Word is preferred.
Experience in scheduling part-time staff preferred.
Special Requirements
General physical requirements: lifting 25 lbs., standing for long periods, walking long distances up and down stairs, bending and constant motion may be required.
Minimum availability: 4 days a week including weekends and holidays.
Ability to work outdoors in inclement weather and extreme temperatures.
Onsite Hourly Pay Range:
$41—$42 USD MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants 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. MSG complies with all applicable state and local laws governing nondiscrimination and will consider reasonable accommodations as required.
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Senior Supervisor Tours
role at
Madison Square Garden Entertainment Corp. Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes venues such as Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, Beacon Theatre, and The Chicago Theatre, with events including sports, concerts, family shows, and the Christmas Spectacular Starring the Radio City Rockettes. More information is available at www.msgentertainment.com. Who are we hiring? The Tour Senior Supervisor will be responsible for overseeing the administrative and day-to-day operations of the venue tours at Radio City Music Hall. This full-time position will execute the daily tour routes and staff schedules to ensure the tours run smoothly. The Tour Senior Supervisor will lead and foster growth of the Tour Guides through training, mentoring, and coaching on a regular basis, to ensure guests have a memorable and high-quality experience. What will you do?
Develop and execute the daily tour route based on building restrictions and activity to create an excellent guest experience in a fast-paced environment.
Coordinate with internal departments (Productions, Guest Relations, Building Operations, Security, Group Sales, Event Production, Box Office, Food and Merchandise) to develop daily routes and optimize as necessary; attend building operations and production meetings as needed.
Conduct multiple walkthroughs of the tour route to ensure technology, guides, and facilities meet high standards.
Assist with scheduling and executing VIP tours, including training tour guides and guest services teams to greet and escort VIPs in a tailored experience.
Collaborate with Venue People Practices to manage tour guide availability, schedules, callouts, and sick time.
Act as liaison between venue management and tour guides/support staff to communicate important information.
Lead ongoing education and development for tour guides and supervisors through onboarding and training; ensure compliance with company policies and procedures.
Resolve customer and team concerns using discretion and judgment; generate written or oral responses and implement resolutions.
Serve as point of escalation for Guest Relations issues with tour guests.
Prepare daily and weekly financial and data reports as needed.
Assist guests with accessibility requirements as needed.
Supervise part-time supervisors and tour guides.
What do you need to succeed?
Minimum of 3 years’ experience in tourism, amusement, or attractions industries, or equivalent.
Experience managing part-time employees and leading day-to-day supervision of hourly personnel in a guest services environment.
Experience in a guest services or customer-facing role is preferred.
Strong attention to detail and ability to adapt to fast-paced changes.
Ability to collaborate with multiple departments and maintain good relationships and communication.
Proficiency in Microsoft Excel and Word is preferred.
Experience in scheduling part-time staff preferred.
Special Requirements
General physical requirements: lifting 25 lbs., standing for long periods, walking long distances up and down stairs, bending and constant motion may be required.
Minimum availability: 4 days a week including weekends and holidays.
Ability to work outdoors in inclement weather and extreme temperatures.
Onsite Hourly Pay Range:
$41—$42 USD MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants 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. MSG complies with all applicable state and local laws governing nondiscrimination and will consider reasonable accommodations as required.
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