Director, Guest Experience & Hospitality

The Paley Center for Media; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

The Paley Center for Media in New York leads the guest services team to deliver a premier visitor experience across NY and LA. This senior role drives daily operations, training, and event support with a focus on hospitality excellence.

Reporting to the VP of Facilities & Special Projects, the Director will guide staffing, ticketing, and program support while ensuring safety, ADA compliance, and strong membership conversion conversations.

Qualifications

• 10–15 years of experience managing a team in a service environment.
• Excellent verbal and written communication skills with large audiences.
• Experience with box office ticketing programs such as Universe is a plus.

Responsibilities

• Oversee daily Guest Services operations in NY and LA to deliver exceptional guest experiences.
• Grow and develop the Guest Services team, including managers and staff through coaching.
• Plan and execute events, rentals and special projects for the Paley programs.
• Provide outstanding customer service and professional information to visitors and members.
• Promote Paley memberships in a professional, non-invasive way during interactions.
• Create training materials and safety guidelines for staff; ensure ADA and legal compliance.

Skills

Leadership

Verbal communication

Written communication

Team management

Customer service

Event coordination

Education

Bachelor's degree

Tools

Universe

MS Office

Job description

The Paley Center for Media in New York leads the guest services team to deliver a premier visitor experience across NY and LA. This senior role drives daily operations, training, and event support with a focus on hospitality excellence.

Reporting to the VP of Facilities & Special Projects, the Director will guide staffing, ticketing, and program support while ensuring safety, ADA compliance, and strong membership conversion conversations.