Operations Director, Hospitality & Guest Experience
About The Position
As we prepare to open our flagship Times Square venue in January 2027, Magic Mike Live is seeking a guest-obsessed Operations Director, 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 and food and beverage operations program — from VIP and lounge experiences to service culture and team development. Our NYC location brings live entertainment and food and beverage together for a one-of-a-kind guest experience, and we’re excited to bring a senior leader onto our team that helps bring the vision to life. Reporting to the VP, Hospitality & Guest Experience and working in close collaboration with F&B partner, Authentic Hospitality Group, the Operations Director will lead a team of 100+ food and beverage and hospitality professionals, serving as the internal authority on revenue management, guest standards and experience execution. This is a rare opportunity to shape the hospitality and guest experience identity of one of the world's most distinctive live entertainment experiences.
Requirements
- 7+ years of progressive hospitality and 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
- Excellent financial acumen: P&L literacy, budget management, and data-driven decision making
- 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
- 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 Square, Toast, SevenRooms, and Spektrix
- TIPS certification or equivalent (or willingness to obtain upon hire)
- Bilingual candidates are strongly encouraged to apply
Responsibilities
- Leader of Food and Beverage, Event Sales and Programming, Building & Facilities Maintenance, Security and Box Office operations
- Define and own the overall guest experience, 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
- Oversee daily operations across the Magic Mike Live (MML) theater and F&B outlets, including: Theater concessions, In-Seat Ordering App, Theater operations and Associate performance cues, Greenlight Lounge, Private and corporate events
- Ensure consistency in service standards, product quality, and guest experience across all venues
- Act as the on-the-ground leader during service periods, providing direction, troubleshooting, and real-time decision-making
- Oversee and support a team of approximately (10) hospitality and food and beverage managers and supervisors cross all showroom and lounge operations
- Design and deliver comprehensive onboarding, ongoing training, and performance management programs
- Mentor and develop managers to grow into senior hospitality roles
- Partner with HR and senior leadership on performance management and employee relations
- Manage events and programming teams to execute all F&B and VIP components
- Ensure proper staffing, setup, service flow, and breakdown for all functions
- Ultimate P&L Oversight for Food and Beverage and Event Sales and Programming in the building, working in close collaboration with all cross-functional teams
- Lead labor management, scheduling, and cost controls across the venue
- Monitor inventory, ordering, and product usage
- Expense management and oversight
- Ensure proper cash handling and POS procedures are followed
- Drive revenue growth through strategic package development
- Lead a VIP and Events Sales & Programming team, overseeing all aspects of the premium guest journey — from Luxe all-inclusive ticket offerings 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
Benefits
- Employee benefits package including 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
Senior
Education Level
No Education Listed
