Senior Director of Event and Guest Experience

ASM Global-SMG; Houston (TX); On-site; USD 100,000 - 130,000; Full time

Job summary

ASM Global-SMG is seeking a Senior Director of Event and Guest Experience at NRG Park in Houston, Texas. This role requires strong project management and leadership abilities to ensure high-quality event outcomes across multiple venues.

The ideal candidate will have extensive experience in facility management and a proven track record of managing complex projects, making strategic decisions based on performance metrics and guest insights.

The position offers the opportunity to drive innovation and operational excellence at a premier public assembly facility.

Qualifications

• Minimum three years of progressive management experience, including direct supervision of director‑level staff.
• Considerable knowledge of safety regulations and federal, state or local laws.
• Ability to manage a facility of the same size and type.

Responsibilities

• Provide executive‑level project management oversight for multiple concurrent events.
• Conduct post‑event evaluations and lead continuous improvement initiatives.
• Serve as a senior leader in shaping the long‑term vision for event operations.

Skills

Excellent communication skills

Project management

Interpersonal skills

Organizational ability

Education

Bachelor’s degree from an accredited four‑year college or university

5 years related experience in facility management

Tools

Windows

Mac

Adobe

Excel

AutoCad

Job description

Senior Director of Event and Guest Experience

Legends Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for this role at NRG Park in Houston, Texas. NRG Park is a premier facility with four major venues: NRG Center, NRG Stadium, NRG Astrodome, and NRG Arena.

Essential Duties and Responsibilities

• Provide executive‑level project management oversight for multiple concurrent events, operational initiatives, and guest experience projects.
• Establish standardized project management processes, timelines, and accountability frameworks for Event Services.
• Identify operational risks, develop mitigation strategies, and implement corrective actions throughout the event lifecycle.
• Provide high‑level tenant engagement to ensure continuity.
• Conduct post‑event evaluations and lead continuous improvement initiatives based on performance metrics and guest feedback.
• Collaborate with internal departments and external partners to deliver integrated, high‑quality event outcomes.
• Serve as a senior leader in shaping the long‑term vision, standards, and goals for event operations and guest experience.
• Use data, performance metrics, and guest insights to inform strategic decisions and operational improvements.
• Partner with executive leadership to drive innovation, service excellence, and operational efficiency across the organization.
• Establish and monitor KPIs related to service quality, operational effectiveness, and team performance.
• Ensure successful event coordination and guest services activities through leadership and development of management teams.
• Research, review, and recommend equipment, materials, and supplies required in providing event services and planning.
• Coordinate outside service needs with food and beverage contractors, decorators, electricians, telecommunications, and other vendors using a structured project‑planning approach to ensure service delivery, cost control, and quality standards are met.
• Coordinate with the marketing department on all media entry into the building before, during, or immediately following events.
• Develop strategic partnerships across the organization to support revenue generation, enhance attendee experiences, and ensure responsible fiscal management.
• Prepare the Event Services department budget and estimated expenses and monitor financial performance to ensure alignment with strategic objectives and approved project scopes.
• Review and approve schedules and assigned events for the Event Management Team and Manager on Duty (MOD).
• Meet with potential clients, advise them on the facility requirements, and negotiate sales of additional services.
• Serve as liaison for facility clients and internal service partners to ensure consistent, high quality customer service.
• Direct, supervise, and schedule event management services, event staffing, security, crowd and risk management, police, fire and safety personnel, and ADA compliance.
• Represent the facility at tradeshows, community events, and industry meetings.
• Prepare reports on monthly events for submission to the General Manager and Board of Directors.
• Develop policies and procedures for the Event Services Department and monitor their compliance.
• Develop operating procedures that conform to corporate standards, customize them to the specific needs of the facility, and align with the goals and objectives of the client, facility, and organization.
• Establish customer service standards and ensure department training and compliance.
• Negotiate contracts and agreements with suppliers for necessary activities and services at the facility.
• Review contracts for compliance with event and/or government specifications and suitability for occupancy.
• Act as liaison between tenants, facility contractors, and county emergency personnel as needed.
• Guarantee compliance with all applicable codes, laws, ordinances, policies, procedures, and safety requirements.
• Rotate with other facility personnel to function as Manager on Duty (MOD), who maintains total responsibility and authority over all clients, staff personnel, patrons, security, and safety in assigned buildings.
• Lead, mentor, and develop managers and supervisory staff through performance management, coaching, and succession planning.
• Establish clear performance expectations, development plans, and accountability structures that support a high‑performing team culture.
• Provide oversight and accountability for post‑event expense reporting, ensuring all documentation is complete, accurate, and submitted by required deadlines.
• Work extended and/or irregular hours including nights, weekends, and holidays.

Supervisory Responsibilities

• Interview, hire, train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems.

Qualifications

• Excellent communication and interpersonal skills and organizational ability.
• Minimum three (3) years of progressive management experience, including direct supervision of director‑level staff.
• Ability to anticipate problems and implement immediate corrective action.
• Considerable knowledge of event solicitation and presentation, and event planning.
• Considerable knowledge of safety regulations and other federal, state or local laws and regulations.
• Ability to manage a facility of same size and type.
• Respond to crowd control and/or crowd management situations in a prompt and decisive manner during crisis situations.
• Follow oral and written instructions and communicate effectively with others in both oral and written form.
• Organize and prioritize work to meet deadlines.
• Work effectively under pressure and/or stringent schedule and produce accurate results.
• Maintain an effective working relationship with clients, employees, exhibitors, patrons and others encountered in the course of employment.
• Bachelor’s degree from an accredited four‑year college or university and (5) years related experience in facility management in a convention center, stadium or arena, including demonstrated experience leading complex projects, managing cross‑functional teams, and driving strategic initiatives.
• Knowledge of public assembly facility management, customer service practices, exhibitor services practices and contract management.
• NFL Stadium experience preferred.

Other Qualifications

• Strong project management, planning, and organizational skills.
• Proven ability to develop leaders and manage multiple teams through change.
• Strategic thinking with the ability to translate vision into execution.
• Ability to balance long‑term planning with real‑time operational decision‑making.
• Work independently, exercising judgment and initiative.
• Work in a fast‑paced environment.
• Remain flexible and adjust to situations as they occur.
• Computer skills: Operate a personal computer using Windows, Mac, Adobe, Word, Excel, and other standard office equipment. Proficiency in AutoCad a plus.
• Be licensed to operate a motor vehicle in the United States.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to move around the facility; to stand for long hours during events; talk and hear. This position may require work inside or outside of the building, as needed by events.

Legends Global is an Equal Opportunity / Affimative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply.