Live Entertainment, Sports, Media

Director Concessions

New York, NYOnsiteFull TimeDirector$113,000–$180,000 /yrPosted 26 days agoVisa sponsorship available

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Required skills

Director Concessions
financial performance
guest experience
event
supervises Managers
concessions staff
Finance
Human Resources
union contract matters
health code compliance

Nice to have

Four-year degree

Role summary

The Director, Concessions is responsible for leading the strategy, operations, and financial performance of the concessions department, ensuring an efficient and high-quality guest experience. This role involves supervising staff, partnering with HR and Finance, managing union contracts, and maintaining health code compliance. Key responsibilities include evaluating and implementing new technologies to improve service speed and revenue, managing staff schedules and payroll, optimizing inventory control, assisting with audits and budgeting, developing SOPs, and supporting pricing strategies. The Director will also handle customer service recovery, performance management, and health inspection readiness. A minimum of 8-10 years of experience in senior-level customer service management within high-volume concession and bar operations is required, along with knowledge of Collective Bargaining Agreements. A degree in Hospitality or Business Management is preferred.

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com.

Who are we hiring?

The Director, Concessions leads the strategy, operations, and financial performance of the concessions department, delivering an efficient, high-quality guest experience at every event. The Director supervises Managers and concessions staff, partners with Finance and Human Resources, supports union contract matters, and ensures year-round health code compliance and inspection readiness.

What will you do?

Continuously evaluates and pilots emerging technology across all aspects of the concessions operation — point of sale, self-checkout and kiosks, contactless payment, inventory and production forecasting, and labor management — recommending and implementing solutions that improve speed of service, accuracy, and per capita revenue.

Schedule all event staff based upon expected revenue potential while remaining within budgeted labor.

Ensure payroll is completed accurately and completed timely each week.

Review inventory methods and controls to assist in the reduction of product loss while maintaining efficiency.

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

Compile and execute company and departmental Standard Operating Procedures (SOPs), and lead the strategic direction and operational priorities of the Concessions department.

Provide input and support pricing elements of all products considering COG’s and labor

Assist Human Resources, legal counsel and appointed members of management with union contract negotiations and grievances.

Help formulate and adhere to direct and indirect departmental budgets.

Utilize service recovery techniques with guests when necessary

Establish and maintain accountability through effective coaching and progressive discipline, ensuring department leaders take ownership of addressing performance and conduct issues, while partnering with Human Resources for guidance and support as needed.

Will supervise a team of Managers and the Concession employees

Maintains year-round health code compliance in all concessions operations so that the department is prepared for the annual Department of Health inspection at any time; leads pre-inspection self-audits, partners with culinary and facilities leadership on corrective actions, and reports inspection outcomes and remediation status to senior leadership.

Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What do you need to succeed?

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.

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.

Possess exceptional attention to detail, consistent follow-up skills and strong interpersonal and customer service skills.

Must have the ability to work independently when necessary, using sound business judgment

Demonstrated experience in developing strategies for the collection, analysis and implementation of customer satisfaction feedback utilizing AI technology where applicable.

Experience in managing cross-functional teams and building relationships; must have a successful track record of measuring improvements in customer satisfaction and loyalty

Demonstrate integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency

Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group

Special Requirements

Must be able to work a flexible schedule inclusive of weekends, nights and holidays required in a 24/7, 365 environment.

Must be willing to travel to other locations as needed

#LI- Onsite

Pay Range$113,000—$180,000 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. MSG complies with all applicable federal, state, and local laws governing nondiscrimination, including considering requests for reasonable accommodations as required.

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Director Concessions

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