Manager Arena Operations - Madison Square Garden

Responsibilities:

The Manager Arena Operations is responsible for providing the highest level of guest service within a safe and secure environment for our clients, guests, and employees during public functions. This includes working collaboratively with Security, Ushers, Ticket Takers, Medical, and Guest Services Representatives. This position reports into the Director Guest Services.

MAIN DUTIES/FUNCTIONS:

• Responsible for providing the highest level of guest service within a safe and secure environment for our guests and employees during all events and functions within the operating areas of the Arena, Theater, and Expo Center.

• Collaborate with internal departments and external clients to minimize expense and maximize budgeted results while maintaining optimal operating efficiency.

• Execute event operations plans including the oversight of staffing requirements for all front of house/guest service and medical service for over 430 events.

• Works closely with the Command Center to insure safeguard of company and guest property during an event.

• Evaluate the quality of the guest experience through observation and by gathering & responding to feedback.

• Oversee the Garden Services Office/Communication Hub during an event in order to respond to emergency calls and dispatch labor for event incidents, maintenance, and custodial needs, while ensuring record-keeping for insurance claims.

• Act as the liaison with local law enforcement, client representatives, promoter & event representatives, and other outside agencies.

• Troubleshoot and document any event day incidents and/or problems including those affecting clients, guests, and staff or operating issues.

• Highly responsive to emergencies in a fast paced, time sensitive environment.

• Execute operational & service training and development.

• Determine staffing levels and track costs against budgets.

• Attend P and L meetings with MSGE and Finance to explain budget variances and staffing requirements.

• Attend production meetings and produce event notes outlining client expectations and operational needs.

• Collaborate with all three teams and Finance to produce annual Day of Game budgets and monitor actuals throughout the year.

Qualifications:

• The ideal candidate will have a minimum of 5-8 years’ management experience, and 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

• Experience managing union staff preferred

• Ability to manage cross functional teams and building relationships is essential.

• Excellent communication skills, ability to mobilize key stakeholders, and engage with all levels in the organization

• Knowledge of local public assembly and fire codes required.

• Experience with city and state agencies.

• 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

• Successful track record of measuring improvements in customer satisfaction and loyalty

• 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

• Proficiency in Microsoft Office

• 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.