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Director Concessions
The Madison Square Garden Company
New York, NY, United States
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The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment with a portfolio of legendary sports teams, exclusive entertainment productions and celebrated venues. MSG Sports owns and operates some of the most widely recognized sports franchises: the New York Knicks (NBA), the New York Rangers (NHL) and the New York Liberty (WNBA), along with two development league teams -- the Westchester Knicks (NBADL) and the Hartford Wolf Pack (AHL). MSG Sports also presents a broad array of world-class sporting events, including: professional boxing, college basketball, tennis, bull riding and e-gaming events. MSG Entertainment features exclusive, original productions that include the Radio City Christmas Spectacular and New York Spectacular Starring The Radio City Rockettes. MSG Entertainment also presents or hosts a wide variety of live entertainment offerings, including concerts, family shows and special events, in the Company’s diverse collection of iconic venues. These venues are: New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, California; The Chicago Theatre; and the Wang Theatre in Boston, MA. More information is available at www.themadisonsquaregardencompany.com.
Responsibilities:
The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment with a portfolio of legacy sports teams, exclusive entertainment productions and celebrated venues. The Director of Concessions will oversee and manage the day to day operation of Food & Beverage Concessions within Madison Square Garden (Arena & Theater). The Director is responsible for ensuring the highest level of customer service is extended to our guests while partnering with the management and operational teams. This position will report into the Senior Vice President of Food & Merchandise Operations.
MAIN DUTIES/FUNCTIONS:In order of importance, list the main duties and functions of this position with the anticipated approximate percentage of time devoted to each such function or duty.
• Implement new technology related to the purchasing, points of sale, physical inventory and payroll process.
• Plan and schedule all event staff based upon expected revenue potential and sales penetration while remaining within budgeted labor.
• Partner with Human Resources as it pertains to recruitment and training of new hires.
• Ensure payroll is completed and closed out timely each week.
• Review inventory methods and controls to assist in the reduction of product loss while maintaining efficiencies.
• Implement monthly physical inventory processes and partner with the finance team for reporting and budgeting purposes.
• Assist the finance team with company sponsored internal and external audits
• Provide input and support with price points with items and merchandise sold
• Assist Human Resources, legal counsel and appointed members of management with union contract negotiations.
• Help formulate and adhere to direct and indirect departmental budgets.
• Utilize service recovery techniques with guests when necessary
• Partner with Human Resources in the facilitation of coaching/progressive discipline process
• Knowledgeable with integrated cash register systems, purchasing and perpetual inventory systems
Qualifications:
REQUIREMENTS/QUALIFICATIONS:Briefly describe the educational background, licenses, certifications, job-related experience, knowledge, skills or abilities necessary to perform the job and preferred relevant experience. Note, this information will be used to create the job posting.
Essential:
• Minimum 8-10 years of experience in a senior level customer service management capacity within a multi-million-dollar concession and high volume bar operation.
• Four-year degree in Hospitality or Business Management Education or an equivalent combination of education and experience is preferred.
• Ability to compile and execute company and departmental standard operating procedures and procedures (SOP’s).
• Demonstrated knowledge of Collective Bargaining Agreements (CBA) and the ability to manage a large unionized workforce.
• Excellent verbal & written communication, organizational and time management skills required
• Must be able to multi-task and prioritize in a deadline-oriented environment
• PC skills including MS Word, Excel, Outlook and PowerPoint
• Possess exceptional attention to detail and strong follow-up skills necessary
• Must have the ability to work independently when necessary, and use sound business judgment
• Ability to present an uplifting personality while maintaining a high degree of confidentiality and business ethics
• Demonstrated experience in developing strategies for the collection, analysis and implementation of customer satisfaction feedback
• Experience in managing cross functional teams and building relationships
• Successful track record of measuring improvements in customer satisfaction and loyalty
• Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
• Skilled at working collaboratively and in a team environment
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group
• Problem solving, reasoning, motivational and organizational abilities are used often
• Strong interpersonal/customer service skills
• Able to work under pressure and meet deadlines, while managing multiple tasks.
• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required
• Must be willing to travel to other locations as needed
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, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.
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