Manager, VIP Operations, Hospitality & Guest Experience

Magic Mike Live; New York (NY); Sur place; USD 70 000 - 80 000; Plein temps

Avantages offerts par ce poste

Health, dental, vision coverage

Discounted show tickets for friends &?

Résumé du poste

Magic Mike Live New York is seeking a dynamic VIP Manager to lead the team and elevate the guest experience at Times Square. You will oversee Luxe VIP programming, premium packages, and the Meet & Greet experience, ensuring flawless service for distinguished guests.

The role requires hospitality leadership, excellent communication, and discretion. Expect evenings, weekends, and holiday availability, collaborating with senior management to design new VIP offerings.

Qualifications

• 2–3 years of progressive experience in hospitality venues such as restaurants, hotels and theaters.
• Proven track record of managing or supervising team members in a fast-paced service environment.
• Exceptional interpersonal and communication skills, with a warm, confident, and professional demeanor.
• Strong organizational skills and ability to manage multiple priorities simultaneously during high-volume shows and events.
• Demonstrated ability to handle difficult guest situations with grace, empathy, and sound judgment.
• Flexibility to work evenings, weekends, and holidays in line with show schedules.
• Preferred: Experience managing VIP programs or premium ticketing operations.
• Familiarity with management and POS systems (TickX, SevenRooms, Square, Spektrix).
• Bilingual candidates are encouraged to apply.

Responsabilités

• Lead, supervise, and inspire a dedicated 2-person VIP team.
• Oversee all VIP reservations, packages, and special requests, ensuring seamless execution from booking through post-show follow-up.
• Serve as the primary point of contact for distinguished guests, handling all elevated service touchpoints, complaints, and special accommodations with professionalism and discretion.
• Develop and implement standard operating procedures for VIP service, upselling strategies, and guest recovery protocols.
• Work closely with senior management to develop, execute and manage new VIP packages and programming, including evergreen offerings and special events.
• Monitor the guest experience on the floor during shows, proactively identifying opportunities to exceed expectations and resolve issues in real time.
• Track and analyze VIP revenue, guest satisfaction metrics, and repeat visit rates; present insights and improvement recommendations to senior management.
• Maintain deep knowledge of all VIP offerings, packages, and venue policies to confidently communicate and sell premium experiences.

Connaissances

Hospitality experience

Team leadership

Customer service

Communication skills

Problem-solving

Outils

TickX

SevenRooms

Square

Spektrix

Description du poste

Manager, VIP Operations, Hospitality & Guest Experience

New York, NY

Position: Manager, VIP Operations, Hospitality & Guest Experience

Reports to: Senior Manager, Hospitality & Guest Experience

Location: On-site in Time Square New York, NY

Availability: Full-Time including nights and weekends

Salary Range: $70,000-80,000/year

About the Company

Originally inspired by the hit film franchise, Magic Mike Live has evolved into a global entertainment phenomenon. Designed as a \"360-degree\" dance and acrobatic spectacle, Magic Mike Live reimagines the traditional male revue for a modern audience. The production combines world-class choreography, live music, and specialized technical design to create an atmosphere that is equal parts exhilarating, sophisticated, and empowering. Magic Mike Live is the flagship immersive production of Free Association Live (FA Live).

FA Live currently oversees the global expansion of Magic Mike Live, which has entertained over 2 million guests from 70+ countries with over 6,000 performances across its Las Vegas and London experiences and past engagements in Miami, Dallas, and Berlin since debuting in 2017. Beyond Magic Mike, FAL develops original, IP-driven live experiences across dance, music, and immersive storytelling.

For New York City, Magic Mike Live partnered with Authentic Hospitality, a New York City based hospitality group behind some of the city’s most revered venues (Pebble Bar, Jac’s on Bond, Ray’s), to create Greenlight Lounge, a cocktail experience that will sit adjacent to the theatre. Welcoming guests for drinks and bites pre and post show, Greenlight at Magic Mike Live will bring Authentic’s trademark quality, creativity and originality to an iconic environment.

Position Overview

In preparation for opening our newest venue in Times Square, we are seeking a dynamic, polished, and guest-obsessed VIP Manager to lead our team and elevate the guest experience at Magic Mike Live New York. This individual will serve as the leader of our VIP programming, overseeing all aspects of premium Luxe tickets, the Meet & Greet experience, guest services and managing a team of up to 10 employees. The ideal candidate thrives in high-energy, fast-paced environments and has a genuine passion for creating exceptional, personalized hospitality moments.

Key Responsibilities

• Lead, supervise, and inspire a dedicated 2-person VIP team.


• Oversee all VIP reservations, packages, and special requests, ensuring seamless execution from booking through post-show follow-up.


• Serve as the primary point of contact for distinguished guests, handling all elevated service touchpoints, complaints, and special accommodations with professionalism and discretion.


• Develop and implement standard operating procedures for VIP service, upselling strategies, and guest recovery protocols.


• Work closely with senior management to develop, execute and manage new VIP packages and programming, including evergreen offerings and special events.


• Monitor the guest experience on the floor during shows, proactively identifying opportunities to exceed expectations and resolve issues in real time.


• Track and analyze VIP revenue, guest satisfaction metrics, and repeat visit rates; present insights and improvement recommendations to senior management.


• Maintain deep knowledge of all VIP offerings, packages, and venue policies to confidently communicate and sell premium experiences.

Qualifications

Required:

• 2–3 years of progressive experience in hospitality venues such as restaurants, hotels and theaters.


• Proven track record of managing or supervising team members in a fast-paced service environment.


• Exceptional interpersonal and communication skills, with a warm, confident, and professional demeanor.


• Strong organizational skills and ability to manage multiple priorities simultaneously during high-volume shows and events.


• Demonstrated ability to handle difficult guest situations with grace, empathy, and sound judgment.


• Flexibility to work evenings, weekends, and holidays in line with show schedules.

Preferred:

• Experience managing VIP programs or premium ticketing operations.


• Familiarity with management and POS systems (e.g., TickX, SevenRooms, Square, Spektrix).


• Familiarity with Google Suite (Docs, Slides, Sheets, Gmail)


• TIPS or equivalent alcohol service certification (or willingness to obtain upon hire).


• Bilingual candidates are encouraged to apply.

What We Offer

• A one-of-a-kind work environment at one of New York City’s most exciting live entertainment destinations.


• Employee benefits package including health, dental, and vision coverage.


• Discounted tickets for friends and family.


• A culture built on inclusivity, respect, and fun.

Mike’s Big Apple LLC is an equal opportunity employer, and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.