Senior Director of Event and Guest Experience

Benefits

Additional Information

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. Essential Duties and Responsibilities 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 funct

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