Senior Director Guest Services

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

Job summary

Sphere Entertainment Co. is seeking a Senior Director of Guest Services to set the strategic vision and operational framework for the end-to-end Guest Experience at Sphere in Las Vegas.

This executive will oversee Guest Services, the call center, and front-line teams, driving performance and a service-driven culture across events and activations. The role requires 8–10 years of leadership, strong communication and cross-functional collaboration, and the ability to manage workforce planning and

Qualifications

• 8–10 years of leadership experience with direct supervision of staff
• Minimum of 60 college credits or equivalent certifications/training
• Track record of improving customer satisfaction and loyalty
• Knowledge of local Fire and Building Codes and facility management
• Excellent verbal and written communication, plus organization and time management skills
• Experience managing cross-functional teams and building relationships
• Demonstrates integrity, tact, diplomacy and alignment with company values
• Ability to work collaboratively in a fast-paced, high-pressure environment

Responsibilities

• Develop and execute the long-term Guest Services strategy for Sphere.
• Establish premium hospitality standards throughout the venue.
• Lead, mentor and develop Guest Services leadership teams.
• Oversee operations to ensure guest satisfaction and flawless event execution.
• Manage workforce planning, labor management and budget accountability.
• Analyze guest feedback and performance data for continuous improvement.
• Ensure adherence to appearance and presentation guidelines on-site.

Skills

Leadership

Communication

Cross-functional collaboration

Time management

Team leadership

Education

60 college credits

Tools

MS Word

MS Excel

MS Outlook

MS 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.

EEO

We value diversity and welcome employees of all backgrounds. Our Company is an Equal Opportunity Employer and provides equal employment opportunities 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, veteran status, or any other characteristic protected by law. We also strictly prohibit discrimination and harassment on these bases.

At this time, Federal law requires that we maintain a record a record of each employee's sex and race or ethnicity, and that we invite employees to voluntarily self-identify. The company is limited to the categories listed below, and the definitions for each category have been established by the federal government.

Submission of this information voluntary and refusal to provide it will note subject you to any adverse treatment. The information will be kept confidential and only be used in accordance with the provisions of applicable federal laws, including those which require the information to be summarized and reported to the Federal Government for civil rights enforcement purposes.

If you choose not to self-identify your race/ethnicity or gender at this time, the Federal Government requires that we determine the information by visual survey and/or other available information.