Join the Team.

VIP Guest Services Supervisor (Full-Time)

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 VIP Supervisor, Guest Services is responsible for providing exceptional service to our VIP guests, overseeing and managing the operations of the VIP guest service team, and ensuring the highest level of guest satisfaction. The VIP Guest Service Supervisor plays a crucial role in creating memorable experiences and exceeding expectations for our most valued guests while providing a safe, positive, and guest-friendly environment during events at Sphere. The VIP Supervisor is accountable for daily supervision and leadership of front-line employees in Guest Services department, inclusive of those designated to providing support to VIP functions.

What will you do?

  • Manages the content and delivery of pre-shift meetings; communicates event-related information and ensures front-line team is informed and following event instructions, Company policies and local/state regulations. Ensures that front-line employees are engaged, upbeat, and delivering an exceptional guest experience.
  • Completes front-line employee assignments consistent with event staffing levels and promptly escalates any concerns or shortages. Provides post-event assignment information to People Solutions team to ensure payroll is accurately processed.
  • Assesses, evaluates, and provides consistent, fair, and timely feedback to front-line colleagues through various methods (i.e., coaching, mentoring, one on one).
  • Addresses escalated guest concerns, monitor guest feedback and reviews, taking appropriate actions to address any areas of improvement and continuously elevating the VIP guest experience.
  • Manages inventory of all team member devices and equipment available for guest use. Communicates any deficiencies or repairs required.
  • Maintains a clean, safe, and aesthetically pleasing environment. Partners with Threat Management team to ensure safe and efficient environment during event and during ingress/egress.
  • Functions as a role model to front-line colleagues by demonstrating a positive attitude, operating with high energy and through achievement of company objectives and goals.
  • Provide personalized and exceptional service to VIP guests, ensuring their every need is met promptly and professionally.
  • Develop and maintain strong relationships with VIP guests, anticipating their needs and proactively addressing any concerns or issues.
  • Coordinate and manage special requests and preferences for VIP guests by collaborating with the VIP & Premium Hospitality team.
  • Conduct regular training sessions for the VIP guest service team to enhance their skills and knowledge, ensuring they are well-equipped to meet VIP guest expectations.
  • Maintain a thorough understanding of the Sphere facilities, services, and amenities to provide accurate information and recommendations to VIP guests.
  • Performs other duties as assigned.

What do you need to succeed?

  • The ideal candidate will have a minimum 2-5 years of prior Guest Services or hospitality experience, preferably in a high-end or luxury establishment, with demonstrated leadership expertise.
  • Excellent interpersonal and communication skills to quickly build rapport with VIP guests and employees.
  • Ability to collaborate cross-functionally and to build collaborative relationships that motivate and encourage performance even without direct reporting relationship; maintains a positive, approachable, and professional relationship with a diverse group.
  • Is prepared to take an active lead role in emergency operations procedures through ongoing training and drills.
  • Demonstrated experience completing reports and coaching employees; proven ability to manage multiple tasks while under tight deadlines.
  • Must take and pass TAM (Techniques of Alcohol Management) Nevada training class; adheres to TEAM training guidelines.
  • Previous experience within Sports & Entertainment or theater operations is preferred.

Supervision: 

  • Guest Experience Representatives (GER’s)

Special Requirements:

  • Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment.
  • Must be comfortable with heights (working on high floors) and navigating steep steps and inclines.
  • Must be able to lift 25 lbs.
  • Ability to stand and move about the theater throughout the duration of the shift.

#LI-Onsite

Hourly Pay Range
$32$32 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.