Director, Hospitality & Guest Experience
About The Position
As we prepare to open our flagship Times Square venue in October 2026, Magic Mike Live is seeking a guest-obsessed Director of Hospitality & Guest Experience to own and elevate every touchpoint of the guest journey at Magic Mike Live New York. This senior leader will build and steward a best-in-class hospitality program — from VIP and premium experiences to service culture, team development, and operational excellence. Our New York City location brings live entertainment and food and beverage together for a one-of-a-kind guest experience, and we’re thrilled to bring a senior leader onto our team that helps bring the vision to life. Reporting to the VP, Hospitality & Guest Experience, the Director will lead a team of 75+ hospitality professionals and serve as the internal authority on guest standards, revenue optimization, and brand integrity. This is a rare opportunity to shape the hospitality identity of one of the world's most distinctive live entertainment experiences.
Requirements
- 7+ years of progressive hospitality or guest experience leadership, ideally spanning premium dining, live entertainment, or luxury hotels.
- 3+ years in a senior management role with direct oversight of large, multi-functional teams.
- Proven ability to build inclusive, engaged team cultures in fast-paced, ever-changing environments.
- Demonstrated success designing and premium guest programs that materially improved satisfaction and revenue.
- Exceptional interpersonal presence — warm, confident, and commanding in high-pressure, high-stakes environments.
- Strong financial acumen: P&L literacy, budget management, and data-driven decision making.
- Flexibility to work evenings, weekends, and holidays aligned with show schedules.
Nice To Haves
- Experience in fine dining, immersive entertainment, theatrical venues, or luxury event spaces.
- Familiarity with hospitality technology platforms such as Toast, SevenRooms, and Spektrix.
- TIPS certification or equivalent (or willingness to obtain upon hire).
- Bilingual candidates are strongly encouraged to apply.
Responsibilities
- Define and own the overall guest experience philosophy, ensuring every interaction reflects Magic Mike Live’s spirit of empowerment and joy.
- Develop a multi-year hospitality strategy that prioritizes the intersection of theater, food and beverage, and one-of-a-kind hospitality touchpoints.
- Partner with senior leadership on new product development, venue programming, and guest-facing initiatives.
- Recruit, hire, and cultivate a team of 75+ hospitality professionals.
- Build and sustain a high-performance, inclusive service culture grounded in genuine hospitality, emotional intelligence, and accountability.
- Design and deliver comprehensive onboarding, ongoing training, and performance management programs.
- Mentor and develop managers to grow into senior hospitality roles.
- Lead a VIP and Events team and oversee all aspects of the premium guest journey — from Luxe ticket programming and Meet & Greet experiences to bespoke event packages and group bookings.
- Oversee reservations, special requests, and VIP logistics, ensuring flawless execution from pre-booking through post-show follow-up.
- Serve as the ultimate escalation point for complex guest situations, handling sensitive matters with discretion, empathy, and authority.
- Drive revenue growth through strategic upselling, package development, and yield optimization across all premium tiers.
- Establish and track KPIs including guest satisfaction scores, repeat visit rates, and lounge conversion.
- Present regular performance analyses and strategic recommendations to executive leadership.
- Manage departmental budgets, forecast staffing needs, and optimize labor costs without compromising guest experience standards.
- Collaborate closely with Food & Beverage, Building Operations, Security, Production, Marketing, and Technology teams to deliver seamless, integrated guest experiences.
- Lead the optimization of reservation management, CRM, and POS systems.
- Ensure full compliance with all venue policies, liquor regulations, safety protocols, and applicable labor laws.
- Ensure building operations and security teams prioritize and protect the safety and wellness of our guests.
Benefits
- health, dental, and vision coverage
- Discounted tickets for friends and family
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
