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Guest Experience Representative - Madison Square Garden

Company: Madison Square Garden, Inc.
Location: Madison
Posted on: November 19, 2021

Job Description:

About Madison Square Garden Entertainment Corp.
Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment. The Company presents or hosts a broad array of events in its diverse collection of venues: New Yorks Madison Square Garden, Hulu Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; and The Chicago Theatre. MSG Entertainment is also building a new state-of-the-art venue in Las Vegas, MSG Sphere at The Venetian. In addition, the Company features the original production - the Christmas Spectacular Starring the Radio City Rockettes - and through Boston Calling Events, produces the Boston Calling Music Festival. The Companys two regional sports and entertainment networks, MSG Network and MSG+, deliver a wide range of live sports content and other programming. Also under the MSG Entertainment umbrella is Tao Group Hospitality, with entertainment dining and nightlife brands including: Tao, Marquee, Lavo, Beauty & Essex, Cathdrale, Hakkasan and Omnia. More information is available at
Specific Functions/Activities Summary
Guest Experience Representatives are responsible for:

  • Pro-actively creating an inviting, welcoming and positive atmosphere at all customer-facing touch-points at MSG and at The Theater at MSG
  • GERs are charged with providing personalized guest service and creating positive and memorable guest experiences during sporting, entertainment, and family events
  • Responsible for greeting/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
  • 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 the Manager Event Operations
  • 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
  • Provides assistance to guests with disabilities by providing wheelchair escorts, distributing Assistive Listening Devices (ALDs), and partnering with the Disabled Services group as necessary

    Ideal candidate will have:

    • Two years of service experience in a customer service environment, along with excellent verbal and written communication skills
    • Exceptional interpersonal skills and be people oriented
    • Will have the ability to solve problems, have conflict resolution skills, and handle customer situations in a highly sensitive, heightened and urgent environment
    • 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 available to work nights, weekends and holidays
    • Must be able to stand for extended periods of time
    • This position is part time and is scheduled based on events

      EEO Statement
      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, 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.

Keywords: Madison Square Garden, Inc., Syracuse , Guest Experience Representative - Madison Square Garden, Other , Madison, New York

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