What are the responsibilities and job description for the Food and Merchandise Supervisor position at Madison Square Garden Entertainment?
Who are we hiring?
The Food & Merchandise supervisor is responsible for providing an exceptional guest experience throughout the Theatre by leading and directing front line colleagues overseeing the daily operation and maintenance of the stands, warehouse, retail stores, and portable locations within The Chicago Theatre. The incumbent will be responsible for customer service aspects, employee productivity, performance, and adherence to company policies and standards. Success in this role is demonstrated by an exceptional guest experience, a commitment to continuous learning and development, and achievement of business results.
What will you do?
Accountable for daily supervision and leadership of front-line colleagues in : Food & Merchandise locations such as concession stands, kiosks and merchandise stores. Function as a role model by demonstrating a positive attitude and operate with high energy throughout the entire shift.
Function as a role model to front line colleagues by demonstrating a positive attitude, and achievement of company objectives and goals
Assess, evaluate and coach front line colleagues.
Provide consistent, fair and timely feedback to colleagues through various methods (i.e., coaching, mentoring, one on one)
Manage the content and delivery of pre-shift meetings
Ensures that front line colleagues are engaged, upbeat, and delivers an exceptional guest experience
Highly responsive to emergencies in a fast paced, time sensitive environment.
Monitors Department of Health (DOH) regulations and city codes.
Takes ownership of supervisory locations and maintains a clean, safe and aesthetically pleasing working environment.
Addresses customer concerns, feedback and suggestions in a timely and efficient matter while offering recovery solutions when necessary.
Train and develop staff.
Recommend and enforce disciplinary actions as necessary.
Act as a liaison between upper management and staff.
Ensure all company policies and standards are being met.
What do you need to succeed?
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. Educational requirements may differ from job to job based on the role.
The ideal candidate will have a minimum of 3-5 years’ Supervisory experience, and / or knowledge of events, sports, theatre operations, within an entertainment venue. Bar & Merchandise sales management is desirable. Food operations / service preferred in accordance with NYC Board of Health regulations.
Must have New York City Food Protection Certificate along with previous experience in training, cash handling, food and beverage sanitation requirements, equipment operation and liquor laws.
Excellent communication skills, ability to mobilize key stakeholders, and engage with all levels in the organization
Demonstrated experience completing reports and documenting staff performance is essential
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
Commitment to providing a high-quality service experience for guests
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
Demonstrated experience coaching, mentoring and developing staff to perform at high levels
Proficient in Microsoft Word & Excel
Advanced knowledge with merchandise operations and sales techniques is essential
Must have experience in producing and maintaining visual displays in a retail environment
Experience resolving inventory discrepancies.
Possess exceptional attention to detail and strong follow-up skills necessary
Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
Special Requirements
Ability to walk / stand for at least 7 hours per day
Ability to lift / carry up to 50 lbs. and to push / pull up to 75 lbs.
Bending and constant motion (restocking) is often required.
Must be available to work a flexible schedule mostly nights and weekends, holidays required
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