Guest Experience Representative
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 a collection of world-renowned venues – New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for 90 years. More information is available at www.msgentertainment.com.
Who are we hiring?
The Guest Services Representative is responsible for greeting and assisting season ticket holders, fans, and guests in the Arena, Box Office Lobby, Suites Entrances, Premium Clubs, Guest Experience Office and Podiums throughout the Arena & Theater. Pro-actively creating an inviting, welcoming and positive atmosphere at all customer-facing touchpoints at MSG and at The Hulu Theater at MSG.
What will you do?
- Distributes giveaways and fan recognition gifts.
- Ensures, inspects and makes certain all guest environments are up to MSG standards prior to the start of the event.
- Assists in resolving all guest issues during the event. Coordinates seating relocations as necessary.
- Tracks, communicates and follows-up with all guest issues and reports them to event management.
- Assists with any new customer focused event/activity where it involves GERs.
- Partners with key sales account executives and other internal departments to support their needs and the needs of season ticket holders and fans.
- Greets and validates guest entry into premium club areas. Works closely with VIP Services and escorts high profile guests to seating areas.
- Assists with suite client needs at concierge locations.
- Aid guests with disabilities by providing wheelchair escorts, distributing Assistive Listening Devices (ALDs), and partnering with the Disabled Services group as necessary.
What do you need to succeed?
- The ideal candidate will have a minimum of 2 years of service experience in a customer service environment.
- Will have the ability to solve problems, have conflict resolution skills, and handle customer situations in a highly sensitive, heightened and urgent environment.
- Must have excellent verbal and communication skills along with excellent interpersonal skills.
- Must be able to manage heavy volume of customer interaction and multi task in an extremely critical environment
- Prior Arena/Theater experience preferred.
- Must be able to proactively assess a guest need and resolve in the moment.
- Must be knowledgeable to use a handheld PDA.
- Must be comfortable working in an outdoor environment during all seasons of the year and weather conditions.
- E.A.M alcohol management certification required (Training provided).
Special Requirements
- Must be able to lift up to 30lbs.
- This position is part time and is scheduled based on events.
- Must be available to work a flexible schedule including early mornings, evenings, holidays and weekends.
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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! 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.