Manager Guest Relations

Sphere Entertainment Co. (NYSE: SPHR) is a premier live entertainment and media company. The Company includes Sphere, a next-generation entertainment medium powered by cutting-edge technologies to redefine the future of entertainment. The first Sphere venue in Las Vegas opened in September 2023. In addition, the Company includes MSG Networks, which operates two regional sports and entertainment networks, MSG Network and MSG Sportsnet, as well as a direct-to-consumer and authenticated streaming product, MSG+, delivering a wide range of live sports content and other programming. More information is available at sphereentertainmentco.com.

Who are we hiring?

The Manager of Guest Relations will oversee the daily operations and management of the MSG Sphere Guest Relations & Accessibility Services team, ensuring excellent customer service, efficient workflows, and meeting performance targets. This role involves overseeing guest communications through various channels, including phone, email, chat, and our Customer Satisfaction platform. This position reports directly to the Director of Guest Services and plays a crucial role in enhancing the customer experience and maintaining the highest service standards.

What will you do?

• Assist in creating unique methods for resolving customer concerns by collaborating with various divisions and generating responses in writing and/or orally.
• Collaborate with internal departments and external clients to minimize expense and maximize budgeted results while maintaining optimal operating efficiency.
• Collaborate with all areas of the venue daily, especially, box office, building ops, and food and merchandise, to resolve and optimize the overall guest experience.
• Foster a positive and collaborative work environment.
• Oversee the handling of calls, respond to customer written communications and provide on-site presence at events.
• Compile and analyze customer satisfaction data from calls, emails, chats and letters to develop and implement strategies for improving guest communication and satisfaction and present findings to senior management to help understand the customer experience and identify trends.
• Manage and handle ADA ticket inventory with the MSG Sphere box office.
• Oversee the management of the Guest Relations sector of the website, particularly the FAQ section and ensure FAQ section is updated regularly to reduce routine inquiries and enhance immediate service.
• Execute training and development in collaboration with internal and external stakeholders.
• Oversee Scheduling, Time and Attendance and Payroll by actively utilizing company systems i.e. Workforce and Sharepoint.
• Interact with guests at 100+ events, including canceled events, to address concerns and ensure a positive overall experience.
  
  

What do you need to succeed?

• The ideal candidate will have a minimum of 2-5 years’ management experience, and knowledge of events, sports, theatre operations, within an entertainment venue.
• Call Center experience strongly preferred.
• 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.
• Excellent verbal communication and writing skills, along with strong experience in customer relations.
• Must have strong problem solving/conflict resolution skills.
• Must be able to manage a high volume of customer communications, including phone calls, emails, and letters.
• Must be able to handle sensitive and high-pressure customer situations, including providing an on-site presence.
• Must have excellent computer skills, including proficiency in SalesForce, Word, Excel, PowerPoint, and Ticketmaster.
  
  

Special Requirements

• Regularly required to sit at a desk in front of a computer and use hands to fingers, handle, or feel objects, tools or controls.
• Lift and/or move up to 10 pounds.
• Specific vision abilities required including close vision, color vision, and the ability to adjust focus.
• Type on a computer keyboard, look at computer monitor, operate a cell/computer-based phone and/or headset.
• Ability to work a flexible schedule including nights, weekends and holidays.
  
  

Pay Range

$83,000—$100,000 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

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.