Senior Director Guest Services
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 and ensures 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 Senior Director develops and executes the long-term Guest Services strategy, establishes premium service standards, and provides executive oversight of operations. The role also oversees workforce planning, labor management, budget accountability, guest feedback and service metrics, and continuous improvement. The position serves as a senior escalation point for complex guest situations and participates in daily pre-shift meetings. The successful candidate will provide exceptional experiences for guests, partners, and team members while adhering to on-site appearance and presentation guidelines.
Requirements
- A minimum of 8–10 years of leadership experience with direct responsibility for supervising and directing staff across a wide range of operating functions.
- A 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.
- Integrity, tact, diplomacy, and commitment to company values and principles while ensuring consistency.
- Ability to work collaboratively and 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 as assigned, Monday through Sunday, including weekends, nights, and holidays.
Nice To Haves
- At least 60 credit hours of college-level coursework (representing two years), or similar self-development through certifications, trade school coursework, or equivalent.
Responsibilities
- Develop and execute the long-term Guest Services strategy to support organizational objectives and elevate the guest experience.
- Establish and maintain service standards that deliver exceptional, premium, luxury hospitality throughout the venue.
- Lead, mentor, and develop Guest Services leadership teams, fostering accountability, engagement, and service excellence.
- Provide executive oversight of Guest Services operations to support operational consistency, guest satisfaction, and flawless event execution.
- Oversee day-to-day Guest Services team operations and 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, adhering to on-site appearance and presentation guidelines.
Benefits
- Professional development and career-growth resources, including tools to help employees understand their interests and purpose, harness their talents, and obtain skills for career advancement.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
