Tour Supervisor - Radio City Music Hall

Who are we hiring?

The Tour Supervisor will be responsible for overseeing the day-to-day operations and production of The Radio City Music Hall. This position will execute the daily tour routes and staff schedules to ensure the tours run smoothly. This part-time position will also ensure each guest on the tour has a memorable and high-quality experience. The Tour Supervisor will lead and foster growth of the Tour Guides through training, mentoring, and coaching on a regular basis.

What will you do?

• Develop and execute the daily tour route based on restrictions from the building and other activity to create an excellent guest experience in a fast-paced environment.
• Communicate with many internal departments such as Guest Relations, Building Operations, Security, Group Sales, Event Production, Security, and the Box Office departments to develop our daily routes and optimize as necessary. Attend building operations and production meetings as needed.
• Conduct multiple walkthroughs of the tour route throughout the day to ensure all technology, guides and facilities are up to best standards.
• Work closely with scheduling department to manage tour guide availability, schedules, callouts and sick time.
• Act as the liaison between upper management and the tour guides and support staff to communicate important information.
• Serve as point of escalation for Guest Relations issues with tour guests
• Conduct daily and weekly financial and data reports as needed
• Provide training and develop skills for new tour guides:
• Training tour personnel in register operations
• Training tour personnel in all ticket types, coupons, vouchers and passes
• Assist guests with accessibility requirements as needed.
• Supervise Tour Guides. Ensure compliance of Company policies and procedures.
• The Tour Supervisor will conduct tours on an as-needed basis

What do you need to succeed?

• Minimum of 3 years’ experience in tourism, amusement, or attractions industries, or the equivalent preferred.
• Experience managing part time employees and the ability to lead day-to-day supervision of hourly personnel in a guest services environment
• Experience in a guest relations or customer-facing role is preferred
• Strong attention to detail and the ability to adapt to fast-paced situational changes
• Ability to work with a multitude of different departments and develop good relationships and communication tactics
• Proficiency in Microsoft Excel and Word is preferred
• Experience in scheduling part-time staff preferred

Special Requirements

• General physical requirements such as lifting 25 lbs., standing for long periods, walking long distances up and down stairs, bending and constant motion is often required.
• Minimum availability 4 days a week including weekends and holidays.
• Receptive to working outside in inclement weather and extreme temperatures.