Director of Guest Experience
New York, United States · Full Time
Be the first to apply
- Experience
- Any
- Salary
- USD 120,000 – USD 150,000 / year
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- In office
- Eligibility
- Experienced professionals with a background in guest experience, hospitality, customer experience, or venue operations, particularly those with exposure to sports, entertainment, hospitality, cultural attractions, or live events, are suitable to apply.
- Resume
- Required to apply
Where you'll work
Job description
Role Overview
A leading sports and entertainment organization is hiring a Director of Guest Experience in New York to shape the next phase of its guest journey approach and on-the-ground delivery. This role offers the chance to build and refine a top-tier guest experience function during an important period of change, with responsibility for creating a world-class venue experience.
The right person will bring senior-level experience in guest experience, hospitality, or venue operations, with the ability to think strategically while also staying close to day-to-day execution. A strong track record in designing guest experience programs, developing frontline teams, and creating service models for varied audiences is essential.
Key Responsibilities
- Set and guide the guest experience strategy across several venues and live event settings.
- Design, improve, and scale guest experience initiatives, workflows, and service expectations.
- Collect, review, and apply guest feedback to support ongoing service enhancements.
- Work closely with operations, ticketing, hospitality, events, facilities, and other teams to improve the complete guest journey.
- Manage guest-facing functions such as guest services, admissions, ushering, and frontline staff.
- Create training content, operating procedures, and service guidelines to ensure consistency.
- Coach, support, and grow supervisors and large hourly teams.
- Plan staffing and operational coverage for everyday activity and major events.
- Promote accessibility, ADA compliance, safety, and inclusive experiences for all guests.
- Use insights, metrics, and industry standards to spot improvement areas and raise overall customer satisfaction.
Requirements
- Demonstrated leadership in guest experience, hospitality, customer experience, or venue operations programs.
- Strong experience managing frontline employees, supervisors, and hourly teams in a high-pressure environment.
- Hands-on ability to build processes, training systems, and operating frameworks from the ground up.
- Capability to work across functions, influence stakeholders, and build productive internal relationships.
- Background in sports, entertainment, hospitality, cultural venues, or live event environments.
- Willingness to work onsite during live events and busy operational periods.
Compensation and Benefits
The salary range for this position is $120,000 to $150,000, along with benefits.
Additional Information
Industry: Sports & Entertainment
Location: New York, United States
Employment type: Full-time, onsite.
Contact: benjamin.hutchison@forsythbarnes.com
This is an opportunity to help define a guest experience function for a venue organization going through transformation, with a strong emphasis on service quality, operational excellence, accessibility, and team leadership.