With the touch of an emoji, MSG employees can meet the needs of guests from the palms of their hands.
Call it the pre-event event.
Each day, in the hours leading up to another big game or concert, a front line of eagle-eyed Madison Square Garden employees circulates through the arena for a careful sweep into every nook and cranny. Their mission: locate every trouble spot, no matter how small — a jammed door, a broken light bulb, a faulty cash register — and resolve the issue as quickly as possible, often within minutes.
Then, once fans come through the doors, any of 600 ushers, custodians, security officers and guest experience representatives can move swiftly to respond to everything from a spilled drink, to a beer tap running low, to a situation requiring medical attention.
The secret to their efficiency — an app known fittingly as “24/7 Venue Management System”, enabling them to target a request for help to the appropriate Garden staff. Forget those yesteryear two-way radios. With the tap of an emoji on a handheld device, the alert goes out in a flash.
The streamlined system is part of an overall effort by The Madison Square Garden Company to create a smooth and glitch-free experience for its guests across its venues. The 24/7 App for employees is deployed at Radio City Musical Hall, the Beacon Theatre and the Hulu Theater at Madison Square Garden. The Forum in Los Angeles and The Chicago Theatre use it as well.
The 24/7 App is all about detail, enabling MSG to respond with precision. If a fridge is not working at the proper temperature, there’s an emoji just for that. If a child has wandered off, the app can get a picture sent to everyone with the device. Medical issues, too, are treated with exacting care. One emoji, for example, signals on-call medical staff if a guest is feeling a bit dizzy. Whatever the situation, the correct protocol is immediately put in action.
Harnessing technology supports a core MSG goal — to deliver a seamless experience freeing guests to relish events with ease, comfort and complete peace of mind.
And remember, at all events you can TEXT MSG along with your Section, Row, Seat Number and a brief description of whatever concerns you to 69050.
About Madison Square Garden Entertainment Corp.
Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment experiences. The Company presents or hosts a broad array of events in its diverse collection of venues: New York’s Madison Square Garden, Hulu Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; and The Chicago Theatre. MSG Entertainment is also building a new state-of-the-art venue in Las Vegas, MSG Sphere at The Venetian, and has announced plans to build a second MSG Sphere in London, pending necessary approvals. In addition, the Company features the original production – the Christmas Spectacular Starring the Radio City Rockettes – and through Boston Calling Events, produces the Boston Calling Music Festival. Also under the MSG Entertainment umbrella is Tao Group Hospitality, with entertainment dining and nightlife brands including Tao, Marquee, Lavo, Avenue, Beauty & Essex and Cathédrale. More information is available at www.msgentertainment.com.