Senior Director Guest Services

Who are we hiring?

The Senior Director of Guest Services is responsible for setting the strategic vision and operational excellence framework for the end-to-end Guest Experience within Sphere. This executive leader oversees all Guest Services operation, ensuring the delivery of a world-class, hospitality-driven experience that reflects the innovation, scale, and luxury standards of the venue. The Senior Director will provide leadership to Guest Services managers, Guest Relations Call Center, and front line teams, driving performance, service culture, talent development, and operational consistency across all events and activations.

What will you do?

• Develop and execute the long-term Guest Services strategy to support organizational objectives and elevate the overall guest experience.
• Establishes and maintains service standards that deliver exceptional, premium, and luxury hospitality experience throughout the venue.
• Lead, mentor, and develop Guest Services leadership teams while creating a culture of accountability, engagement, and service excellence.
• Provide executive oversight of all Guest Services operations, ensuring operational consistency, guest satisfaction, and flawless event execution.
• Oversees day to day operations for Guest Service team. Attends and actively participates in daily pre-shift meetings.
• Serve as the senior escalation point for complex guest situations, demonstrating sound judgment, professionalism, and a guest first approach.
• Oversee workforce planning, labor management, and budget accountability for all Guest Services and Call center functions.
• Analyze guest feedback, service metrics, and operational performance data to identify opportunities for continuous improvement and innovation.
• 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?

• The ideal candidate will have a minimum of 8-10 years of prior Leadership experience with direct responsibility for supervising and directing staff across a wide range of operating functions.
• Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
• Successful track record of measuring improvements in customer satisfaction and loyalty.
• Knowledge of local Fire and Building Codes required and an in-depth knowledge of facility management.
• Excellent verbal & written communication, organizational and time management skills required.
• Experience in managing cross functional teams and building relationships.
• Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency.
• Skilled at working collaboratively and in a team environment.
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group.
• Able to work under pressure and meet deadlines, while managing multiple tasks.
• PC skills including MS Word, Excel, Outlook and PowerPoint.

Special Requirements

• Must be able to work a flexible schedule as assigned, Monday-Sunday, inclusive of weekends, nights, and holidays.

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