Senior Director Guest Services

Sphere Entertainment • Las Vegas, NV

3d • Onsite

About The Position

The Senior Director of Guest Services sets the strategic vision and operational excellence framework for the end-to-end Guest Experience within Sphere. This executive leader oversees Guest Services operations to deliver a world-class, hospitality-driven experience that reflects the venue’s innovation, scale, and luxury standards. The role leads Guest Services managers, the Guest Relations Call Center, and frontline teams, driving performance, service culture, talent development, and operational consistency across events and activations.

The position provides executive oversight of Guest Services operations, including workforce planning, labor management, and budget accountability for Guest Services and Call Center functions. It is also the senior escalation point for complex guest situations and is expected to model a guest-first approach and adhere to on-site appearance and presentation guidelines.

Requirements

• Minimum of 8–10 years of leadership experience with direct responsibility for supervising and directing staff across a wide range of operating functions.
• Successful track record of measuring improvements in customer satisfaction and loyalty.
• Knowledge of local Fire and Building Codes.
• In-depth knowledge of facility management.
• Excellent verbal and written communication, organizational, and time-management skills.
• Experience managing cross-functional teams and building relationships.
• Demonstrated integrity, tact, diplomacy, and commitment to company values and principles while ensuring consistency.
• Ability to work collaboratively in a team environment.
• Ability to maintain positive, open, approachable, and professional relationships with a diverse group.
• Ability to work under pressure, meet deadlines, and manage multiple tasks.
• PC skills, including MS Word, Excel, Outlook, and PowerPoint.
• Ability to work a flexible schedule Monday through Sunday, including weekends, nights, and holidays.

Nice To Haves

• Completion of at least 60 credit hours of college-level coursework (representing two years), or similar self-development through certifications, trade school coursework, or similar.

Responsibilities

• Develop and execute the long-term Guest Services strategy in support of organizational objectives and an elevated guest experience.
• Establish and maintain service standards that deliver exceptional, premium, luxury hospitality throughout the venue.
• Lead, mentor, and develop Guest Services leadership teams and foster accountability, engagement, and service excellence.
• Provide executive oversight of Guest Services operations to ensure operational consistency, guest satisfaction, and flawless event execution.
• Oversee day-to-day operations for the Guest Services team.
• Attend and actively participate in daily pre-shift meetings.
• Serve as the senior escalation point for complex guest situations, using sound judgment, professionalism, and a guest-first approach.
• Oversee workforce planning, labor management, and budget accountability for 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 guests, partners, and team members, including by following on-site appearance and presentation guidelines.

What This Job Offers

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