Position: Operations Director, Hospitality & Guest Experience
Location: On-site in New York, NY
Availability: Full-Time including nights, weekends and select holidays
Salary Range: $120,000-$135,000
Reports to: Vice President, Hospitality & Guest Experience and close collaboration with the Authentic Hospitality Group corporate team
POSITION OVERVIEWAs we prepare to open our flagship Times Square venue in January 2027, Magic Mike Live is seeking a guest-obsessed
Operations Director, Hospitality & Guest Experience to own and elevate every touchpoint of the guest journey at Magic Mike Live New York. This senior leader will build and steward a best-in-class hospitality and food and beverage operations program - from VIP and lounge experiences to service culture and team development. Our NYC location brings live entertainment and food and beverage together for a one-of-a-kind guest experience, and we're excited to bring a senior leader onto our team that helps bring the vision to life.
Reporting to the VP, Hospitality & Guest Experience and working in close collaboration with F&B partner, Authentic Hospitality Group, the Operations Director will lead a team of 100+ food and beverage and hospitality professionals, serving as the internal authority on revenue management, guest standards and experience execution. This is a rare opportunity to shape the hospitality and guest experience identity of one of the world's most distinctive live entertainment experiences.
KEY RESPONSIBILITIESStrategic Leadership- Leader of Food and Beverage, Event Sales and Programming, Building & Facilities Maintenance, Security and Box Office operations
- Define and own the overall guest experience, ensuring every interaction reflects Magic Mike Live's spirit of empowerment and joy
- Develop a multi-year hospitality strategy that prioritizes the intersection of theater, food and beverage, and one-of-a-kind hospitality touchpoints
- Partner with senior leadership on new product development, venue programming, and guest-facing initiatives
Operational Oversight- Oversee daily operations across the Magic Mike Live (MML) theater and F&B outlets, including:
- Theater concessions
- In-Seat Ordering App
- Theater operations and Associate performance cues
- Greenlight Lounge
- Private and corporate events
- Ensure consistency in service standards, product quality, and guest experience across all venues
- Act as the on-the-ground leader during service periods, providing direction, troubleshooting, and real-time decision-making
Team Leadership & Development- Oversee and support a team of approximately (10) hospitality and food and beverage managers and supervisors cross all showroom and lounge operations
- Design and deliver comprehensive onboarding, ongoing training, and performance management programs
- Mentor and develop managers to grow into senior hospitality roles
- Partner with HR and senior leadership on performance management and employee relations
Event & Venue Coordination- Manage events and programming teams to execute all F&B and VIP components
- Ensure proper staffing, setup, service flow, and breakdown for all functions
Financial & Administrative Oversight- Ultimate P&L Oversight for Food and Beverage and Event Sales and Programming in the building, working in close collaboration with all cross-functional teams
- Lead labor management, scheduling, and cost controls across the venue
- Monitor inventory, ordering, and product usage
- Expense management and oversight
- Ensure proper cash handling and POS procedures are followed
- Drive revenue growth through strategic package development
Premium Experience Operations- Lead a VIP and Events Sales & Programming team, overseeing all aspects of the premium guest journey - from Luxe all-inclusive ticket offerings and Meet & Greet experiences to bespoke event packages and group bookings
- Oversee reservations, special requests, and VIP logistics, ensuring flawless execution from pre-booking through post-show follow-up
- Serve as the ultimate escalation point for complex guest situations, handling sensitive matters with discretion, empathy, and authority
QUALIFICATIONSRequired- 7+ years of progressive hospitality and guest experience leadership, ideally spanning premium dining, live entertainment, or luxury hotels
- 3+ years in a senior management role with direct oversight of large, multi-functional teams
- Excellent financial acumen: P&L literacy, budget management, and data-driven decision making
- Proven ability to build inclusive, engaged team cultures in fast-paced, ever-changing environments
- Demonstrated success designing and premium guest programs that materially improved satisfaction and revenue
- Exceptional interpersonal presence - warm, confident, and commanding in high-pressure, high-stakes environments
- Flexibility to work evenings, weekends, and holidays aligned with show schedules
Preferred- Experience in fine dining, immersive entertainment, theatrical venues, or luxury event spaces
- Familiarity with hospitality technology platforms such as Square, Toast, SevenRooms, and Spektrix
- TIPS certification or equivalent (or willingness to obtain upon hire)
- Bilingual candidates are strongly encouraged to apply
What We Offer- A one-of-a-kind work environment at one of New York City's most exciting live entertainment destinations
- Employee benefits package including health, dental, and vision coverage.
- Discounted tickets for friends and family
- A culture built on inclusivity, respect, and fun
