Senior Director of Event and Guest Experience
ASM Global
Houston, Texas
Contract
Competitive
OfficeDirector
Legends Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for a Senior Director of Event and Guest Experience at NRG Park in Houston, Texas. NRG Park is in the fast lane for opportunity and excitement. We are a one-of-a-kind premier facility with four major venues within one giant park. NRG Center (one million+ sq. ft. Convention Center), NRG Stadium (home of the Houston Texans and The Houston Livestock Show & Rodeo), NRG Astrodome (“The” Astrodome), and NRG Arena. The Senior Director of Event and Guest Experience is responsible for coordinating the day-to-day activities of event and guest services activity within the facility while providing strategic, long-range leadership for event operations and guest experience. Controls and monitors the customer contact aspect and front-of-house division of the facility. Leads complex, multi-functional projects from planning through execution, ensuring alignment with organizational goals, timelines, and budgets. Plans, monitors, directs and strategically manages event management, and guest services. Acts as liaison between the facility and clients, ensuring all clients’ requirements are met and facility rules, regulations and policies are adhered to.
Include the following:
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 Key Performance Indicators (KPIs) related to service quality, operational effectiveness, and team performance.
Ensures 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.
Coordinates with 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.
Prepares Event Services department budget and estimated expenses and monitors financial performance to ensure alignment with strategic objectives and approved project scopes.
Reviews and approves schedules and assigned events for Event Management Team and Manager on Duty (MOD).
Meets with potential clients, advises them on the facility requirements, and negotiates sales of additional services.
Serves 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 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 consistent with the goals and objectives of the client, facility and organization.
Establish customer service standards and ensures 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.
Guarantees 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.
Carries out supervisory responsibilities in accordance with all policies and applicable laws while fostering a culture of leadership, accountability, and continuous improvement.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Excellent communication and interpersonal skills and organizational ability.
Minimum three (3) years of progressive management experience, including direct supervision of Director-level staff, required.
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
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.
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.
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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
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.
The essential responsibilities of this position are described below the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
Please include a recent copy of your resume with a cover letter and salary requirements as part of your application.
Only the first 150 resumes received will be considered.
Applicants that need reasonable accommodation to complete the application process may contact the Human Resources Department at (832) 667-1803.
Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor