Director of Guest Experience & Security, YouTube Theater

Hollywood Park Management Company, LLC.; Inglewood (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

Hollywood Park is seeking a Director of Guest Experience & Security for YouTube Theater in Inglewood, CA. You will lead guest services and security, reporting to the VP & General Manager, to deliver a safe, world-class experience for guests, employees, and artists.

You’ll develop budgets, oversee risk management, ensure compliance with ADA, coordinate with SoFi Stadium, and manage a diverse team and external partners to uphold Hollywood Park standards.

Qualifications

• Bachelor’s Degree in Business, Hospitality, a related field or equivalent experience; an MBA or advanced leadership degree is preferred.
• Eight years of progressive management experience in event venues or the live concert industry.
• Ability to forecast long-range plans and budgets while managing complex, simultaneous projects.
• Exceptional interpersonal and public speaking skills; able to convey complex information to diverse audiences.
• Ability to work a flexible schedule (nights, weekends, holidays) and traverse the Hollywood Park campus for prolonged periods.

Responsibilities

• Partner with the VP & GM to ensure event executions meet Hollywood Park Standards.
• Prepare and maintain annual department budgets, research equipment needs, and develop labor estimates and final cost settlements.
• Work with Finance and the VP & GM to implement cost-control measures while identifying opportunities for guest-facing revenue growth.
• Act as Building Manager on Duty for assigned events, upholding the venue’s image and reputation for excellence.
• Ensure all staff and partners adhere to the S.T.A.R.S. principles and the Hollywood Park Purpose.
• Collaborate with SoFi Stadium counterparts to provide a unified, one-campus experience.
• Serve as final escalation for guest inquiries and complaints with proactive problem-solving.
• Champion ADA compliance to ensure an inclusive environment for all guests.
• Develop and lead strategies for risk management, loss prevention, and disaster prevention.
• Maintain Emergency Evacuation/Response Plans and liaise with DHS, Cal-EMA, and local law enforcement.
• Manage access control systems and stay current on life-safety systems.
• Make critical decisions and lead staff communications during emergencies.
• Drive a positive employee culture by recruiting, mentoring, and training diverse teams.
• Direct performance of partners to ensure cohesive service delivery.
• Lead operational meetings to coordinate tasks before doors open.

Skills

Interpersonal skills

Public speaking

Education

Bachelor's Degree in Business, Hospitality, a related field

Job description

Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space.

Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more.

Culture

Hollywood Park is being brought to life by a deeply experienced team of creative forward-thinkers. The project is a celebration of all that Los Angeles has to offer. We are inspired by our diverse Inglewood community as a place for the community to be, to see and to connect.

Hollywood Park is committed to building and maintaining a workplace that celebrates the diversity of our team members, allowing them to bring their authentic selves to work every day.

At the heart of Hollywood Park, lies our dedication to our purpose, promise, and commitments. Our PURPOSE is creating extraordinary experiences, one moment at a time. Our PROMISE is to be an iconic destination that celebrates our diverse and vibrant community. We promise to exceed expectations while cultivating a fun and safe experience where lasting memories are made. Our COMMITMENTS are outlined by S.T.A.R.S.

Our S.T.A.R.S. commitments are enabled by five foundational principles:

• Start with Care – create a lasting impact through genuine care
• Thrive as a Team – create an environment of collaboration and encouragement
• Anticipate Unspoken Needs – be proactive in delivering extraordinary service and support others
• Resolve with Respect – treat others with empathy, patience, and kindness
• Safety Always – maintain a safe and secure environment

As the Director of Guest Experience & Security, YouTube Theater, You Will...

As the Director of Guest Experience & Security, you are a key member of the YouTube Theater leadership team, reporting directly to the Vice President & General Manager. You are responsible for the strategic planning and day-to-day management of all functions within the Guest Services and Security departments. Your mission is to deliver a safe, secure, and world-class entertainment experience for every guest, employee, and artist who enters the venue.

More Specific Responsibilities Include, But Are Not Limited To…

• Partner with the VP & GM to ensure all event executions meet the rigorous "Hollywood Park Standards".
• Prepare and maintain annual department budgets, research equipment needs, and develop event-specific labor estimates and final cost settlements.
• Work in sync with Finance and the VP & GM to implement cost-control measures while identifying opportunities for guest-facing revenue growth.
• Act as the "Building Manager on Duty" for assigned events, ensuring the venue’s image and reputation for excellence are upheld at all times.
• Ensure all internal staff and third-party partners (Legends, ABM, etc.) strictly adhere to the S.T.A.R.S. principles and the Hollywood Park Purpose of "Creating Extraordinary Experiences".
• Work hand-in-hand with counterparts at SoFi Stadium to provide a unified, "one-campus" experience for all visitors.
• Serve as the final escalation point for guest inquiries and complaints, utilizing proactive problem-solving to turn challenges into positive public relations.
• Champion compliance with the Americans with Disabilities Act (ADA) to ensure an inclusive environment for all guests.
• Develop and lead comprehensive strategies for risk management, loss prevention, and disaster prevention.
• Maintain and update Emergency Evacuation/Response Plans and serve as the primary liaison for government agencies including DHS, Cal-EMA, and local law enforcement.
• Manage venue access control systems (Credentials, FOBS, Visitor Management) and maintain operational knowledge of facility life-safety systems.
• Make critical, immediate decisions and lead staff communications during high-pressure emergency situations.
• Drive a positive employee culture by recruiting, mentoring, and training a diverse team of full-time, part-time, and contract personnel.
• Direct the performance of key partners—including CSC, APEX, Legends Global, and ABM—to ensure a cohesive service delivery model.
• Lead operational meetings to coordinate multifaceted tasks and ensure all departments are in sync before "doors open".

We’d Love to Hear From People With…

• Bachelor’s Degree in Business, Hospitality, a related field or equivalent experience; an MBA or advanced leadership degree is preferred.
• Minimum of eight (8) years of progressive management experience in event venues or the live concert industry.
• Proven ability to forecast long-range plans and budgets while managing complex, simultaneous projects.
• Exceptional interpersonal and public speaking skills; able to convey complex information to diverse audiences.
• Ability to work a flexible schedule (nights, weekends, holidays) and traverse the Hollywood Park campus for prolonged periods.

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue. Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Essential Physical Requirements:

LIFTING ...........................................Lift up to 40 pounds

CLIMBING/BALANCE ...................Occasional steps or stair climbing, balancing

STOOPING/BENDING OVER.......Occasional

STANDING/SITTING.......................Prolonged standing/sitting throughout the day

REACHING ......................................Occasional overhead as well as horizontal

SPEAKING........................................Proficiency in English

Essential Environmental Conditions:

INSIDE/OUTSIDE ...........................Generally, indoor conditions are air-conditioned, and outside conditions that include inclement weather, heat, humidity, rain, sleet, and wind.

COLD/HEAT ...................................General air-conditioned environment as well as outside and exposed to elements, including direct sunlight, rain, sleet, and wind

NOISE/VIBRATIONS ....................High noise level and vibration high

FUMES/DUST/ODORS.................Occasionally

Salary Range: $100,000.00 - $130,000.00/year

Location: Inglewood, CA (On-site)

In compliance with the California Pay Transparency Act, compensation information provided is a good faith estimate for this position only. Hollywood Park considers a candidate’s education, certification, prior experience, as well as internal and external data when determining the salary level for potential new employees. Only in exceptional circumstances, if an external candidate has the experience, credentials, or expertise far exceeding what is expected for the position, would Hollywood Park consider paying a salary or rate near the higher end of the range.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.