Senior Director Guest Services

Sphere Entertainment Group, LLC; Las Vegas (NV); On-site; USD 180,000 - 195,000; Full time

Job summary

Sphere Entertainment Group, LLC—an experiential venue leader—seeks a Senior Director of Guest Services to set strategic vision and deliver world-class guest experiences. You will oversee all Guest Services operations, call center, and frontline teams, driving performance, service culture, and consistency at events and activations.

You will mentor leaders, manage labor and budgets, and partner across departments to elevate satisfaction and loyalty while maintaining premium standards in a

Qualifications

• 8–10 years of leadership experience supervising and directing staff across operating functions.
• 60 college credit hours (2 years) or equivalent certifications/trade schooling preferred.
• Proven track record of improving customer satisfaction and loyalty.
• Knowledge of local Fire and Building Codes; facility management
• Excellent verbal and written communication, organizational and time management skills.
• Experience in managing cross-functional teams and building relationships.
• Demonstrates integrity, tact, diplomacy and alignment with company values.
• Ability to work collaboratively in a team and manage pressure with deadlines.

Responsibilities

• Develop and execute the long-term Guest Services strategy to support objectives and enhance guest experience.
• Set service standards that deliver premium hospitality across the venue.
• Lead and develop Guest Services leadership teams and frontline staff.
• Provide executive oversight of Guest Services operations and ensure flawless event execution.
• Oversee day-to-day operations of Guest Service, with active participation in pre-shift meetings.
• Serve as senior escalation point for complex guest situations with sound judgment.
• Oversee workforce planning, labor management, and budget accountability for Guest Services.
• Analyze guest feedback and operational data to identify continuous improvement opportunities.
• Ensure on-site appearance and presentation guidelines are followed.

Skills

Leadership

Customer service

Cross-functional teams

Communication

Project management

Budget accountability

Guest experience

Continuous improvement

Education

60 credit hours college coursework

Tools

MS Word

Excel

Outlook

PowerPoint

Job description

Sphere Entertainment Co. is a leader in immersive experiences, technology and media. The Company includes Sphere, an experiential medium powered by advanced technologies. The first Sphere opened in Las Vegas, with a second venue planned for Abu Dhabi. In addition, the Company includes MSG Networks, which operates two regional sports and entertainment networks, MSG Network and MSG Sportsnet, as well as a direct-to-consumer and authenticated streaming product, MSG+, delivering a wide range of live sports content and other programming. More information is available at www.sphereentertainmentco.com.

Who are we hiring?

The Senior Director of Guest Services is responsible for setting the strategic vision and operational excellence framework for the end-to-end Guest Experience within Sphere. This executive leader oversees all Guest Services operation, ensuring the delivery of a world-class, hospitality-driven experience that reflects the innovation, scale, and luxury standards of the venue. The Senior Director will provide leadership to Guest Services managers, Guest Relations Call Center, and front line teams, driving performance, service culture, talent development, and operational consistency across all events and activations.

What will you do?

• Develop and execute the long-term Guest Services strategy to support organizational objectives and elevate the overall guest experience.
• Establishes and maintains service standards that deliver exceptional, premium, and luxury hospitality experience throughout the venue.
• Lead, mentor, and develop Guest Services leadership teams while creating a culture of accountability, engagement, and service excellence.
• Provide executive oversight of all Guest Services operations, ensuring operational consistency, guest satisfaction, and flawless event execution.
• Oversees day to day operations for Guest Service team. Attends and actively participates in daily pre-shift meetings.
• Serve as the senior escalation point for complex guest situations, demonstrating sound judgment, professionalism, and a guest first approach.
• Oversee workforce planning, labor management, and budget accountability for all 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 our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What do you need to succeed?

• The ideal candidate will have a minimum of 8-10 years of prior Leadership experience with direct responsibility for supervising and directing staff across a wide range of operating functions.
• Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
• Successful track record of measuring improvements in customer satisfaction and loyalty.
• Knowledge of local Fire and Building Codes required and an in-depth knowledge of facility management.
• Excellent verbal & written communication, organizational and time management skills required.
• Experience in managing cross functional teams and building relationships.
• Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency.
• Skilled at working collaboratively and in a team environment.
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group.
• Able to work under pressure and meet deadlines, while managing multiple tasks.
• PC skills including MS Word, Excel, Outlook and PowerPoint.

Special Requirements

• Must be able to work a flexible schedule as assigned, Monday-Sunday, inclusive of weekends, nights, and holidays.

#LI-Onsite

Pay Range

$180,000—$195,000 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. MSG complies with all applicable federal, state, and local laws governing nondiscrimination, including considering requests for reasonable accommodations as required.