Director of Guest Experience

ASM Global • Las Vegas, NV

2d

About The Position

The Director of Guest Experience provides strategic and operational leadership for the overall guest and event day employee experience at Allegiant Stadium. This role translates organizational objectives into effective operational plans, ensuring consistent service standards, efficient staffing models, and seamless event execution. The Director of Guest Experience will oversee training programs, department/stadium SOPs, and event day operations while fostering a culture of service excellence and continuous improvement. This position is responsible for the development and implementation of a comprehensive, stadium-wide Guest Experience Program, ensuring alignment across all departments, partners, and stakeholders, including integration of Las Vegas Raiders guest experience standards. The Director of Guest Experience is responsible for the end-to-end guest and event day employee experience across Allegiant Stadium, serving as the strategic leader of the stadium’s overarching experience program. This role ensures alignment across all stakeholders—including stadium operations, third-party partners, and the Las Vegas Raiders—to deliver a consistent, best-in-class experience during both public ticketed events and private events, at every touchpoint. This position owns the development, implementation, and continuous improvement of both the Guest Experience Program and Employee Experience Strategy, ensuring all staff are trained, engaged, and empowered to deliver exceptional service.

Requirements

• 7+ years of experience in guest experience, venue operations, or large-scale event management.
• 2+ years of manager level experience.
• Strong leader with a proven ability to build, motivate, and develop high-performing teams.
• Demonstrate expertise in staff training, scheduling, and performance management.
• Proven success implementing employee engagement, recognition, and service excellence initiatives that improve performance and employee retention.
• Possess exceptional conflict resolution, communication, and problem-solving skills.
• Ability to work non-standard hours, including evenings, weekends, and holidays as needed.

Responsibilities

• Develop and implement service standards, policies, and procedures to ensure consistent, high-quality guest experience.
• Manage and lead the Manager and Coordinator, Guest Experience, while leading the part-time stadium representatives to ensure a high level of customer service delivery – including operating within policy and adhering to all stadium guest experience procedures.
• Oversee hiring, onboarding, and all training for the stadium representative team.
• Collaborate with 3rd Party Management to coordinate event staffing needs, ensure effective workforce support, and maintain alignment with organizational goals.
• Act as primary point of contact for complex issues, resolving guest complaints, and empowering staff to turn negative experience into positive ones.
• Oversee the department budget, adhering to financial guidelines and achieving budgetary goals.
• Manage and maintain relationships with third-party vendors responsible for bag check, wheelchair services, and lost and found.
• Oversee guest communications for third-party events, ensuring messaging is clear, timely, and aligned with organizational standards and guest experience expectations.
• Review and analyze guest feedback data to drive improvements in guest experience and staff training opportunities.
• Serve as TEAM Coalition instructor and facilitate trainings for employees
• Serve as a stadium-wide orientation program facilitator and lead orientations monthly in conjunction with stadium leadership
• Collaborate with the Las Vegas Raiders Stadium Operations and Guest Experience staff to ensure consistent, high-quality guest experience across all events/functions.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed