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About the Role
The Tour Senior Supervisor will oversee the administrative and day-to-day operations of the venue tours at Radio City Music Hall, ensuring smooth tour execution and a memorable guest experience. This role involves leading and developing Tour Guides through training, mentoring, and coaching.
Responsibilities
- Develop and execute daily tour routes considering building restrictions and activities to create an excellent guest experience.
- Communicate with internal departments such as Productions, Guest Relations, Building Operations, Security, Group Sales, Event Production, Food and Merchandise, and the Box Office to develop and optimize daily routes.
- Attend building operations and production meetings as needed.
- Conduct multiple walkthroughs of the tour route daily to ensure technology, guides, and facilities meet standards.
- Assist with scheduling and executing VIP tours, including training tour guides and guest services teams.
- Manage tour guide availability, schedules, callouts, and sick time in coordination with the Employee Service Center.
- Act as a liaison between venue management and tour guides/support staff.
- Lead continuous education and development for tour guides and supervisors through onboarding, on-the-spot training, and company-wide training.
- Develop skills in new tour guides in a timely manner and ensure compliance with company policies.
- Resolve customer and team member concerns using creative supervisory skills, management collaboration, and sound judgment.
- Serve as the point of escalation for Guest Relations issues with tour guests.
- Conduct daily and weekly financial and data reports.
- Assist guests with accessibility requirements.
- Provide exceptional experiences for guests, partners, and team members by adhering to appearance and presentation guidelines.
- Supervise part-time supervisors and tour guides.
Requirements
- 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 adaptability to fast-paced situational changes.
- Ability to collaborate with multiple departments and develop strong relationships and communication tactics.
- Proficiency in Microsoft Excel and Word is preferred.
- Experience in scheduling part-time staff is preferred.
- General physical requirements include lifting 25 lbs., standing for long periods, walking long distances, and constant motion.
- Minimum availability of 4 days a week, including weekends and holidays.
- Receptive to working outside in inclement weather and extreme temperatures.
Skills
- Leadership
- Training
- Mentoring
- Coaching
- Communication
- Problem-solving
- Customer service
- Microsoft Excel
- Microsoft Word
Location
- New York
Work Type
- Full-time
- Onsite
Experience Level
- Senior
Salary/Compensations
- $41—$43 USD per hour
Benefits
- Robust set of tools and resources for employee upskilling and career development.
- Opportunities for growth and longevity.
About the Company
- Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences and forging deep connections with diverse audiences.
- The company's portfolio includes world-renowned venues like Madison Square Garden, Radio City Music Hall, and Beacon Theatre, hosting a variety of sporting events, concerts, and shows.
- MSG Entertainment features the original production, the Christmas Spectacular Starring the Radio City Rockettes.
Equal Opportunity
- 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.
- MSG complies with all applicable federal, state, and local laws governing nondiscrimination, including considering requests for reasonable accommodations.