Position: Senior Manager, Hospitality & Guest Experience

Location: On-site in Times Square, New York, NY

Availability: Full-Time including nights, weekends and holidays aligned with the show

Reports to: Director, Hospitality & Guest Experience

Position Overview

The Senior Manager is the driving force behind the theater guest experience - leading a VIP team, Box Office team and a group of 15-20 hospitality Associates that execute guest check-in, ticket scanning, coat check, venue seating, tableside service, and boutique merchandise operations.

The Senior Manager is a hands-on position across every other function that touches the show, from concessions and lounge service to VIP programming and live performance cues. This role sits at the intersection of theater, food and beverage, and premium hospitality, ensuring every guest interaction reflects the brand's spirit of empowerment and joy.

Reporting to the Director, Hospitality & Guest Experience and working in close collaboration with the stage management team and the Magic Mike Live cast, the Senior Manager will serve as the authority on guest experience standards and execution inside the theater and beyond. This is a rare opportunity to shape the hospitality identity of one of the world's most distinctive live entertainment experiences.
KEY RESPONSIBILITIES
Strategic Leadership

• Define and execute the overall guest experience across all touchpoints, with specific emphasis on theater hospitality and service
• Partner with senior leadership on new product development, venue programming, and guest-facing initiatives

Operational Oversight

• Oversee daily operations across the theater and lounge, including theater beverage service, Associate performance cues and overall theater operations
• Ensure consistency in service standards, product quality, and guest experience
• Serve as the on-the-ground leader during service periods - directing staff, troubleshooting in real time, and making decisions on the fly

Team Leadership & Development

• Directly oversee a VIP Manager and the Luxe and Meet & Greet operations
• Directly manage a team of 15-20 hospitality associates and leads across theater and lounge operations
• Directly oversee a Box Office Manager and Box Office Associates
• Deliver onboarding, ongoing training, and performance management programs
• Mentor and develop hourly team members and managers to grow into senior hospitality roles
• Partner with HR and senior leadership on performance management and employee relations

Financial & Administrative Oversight

• Lead labor management, scheduling, and cost controls for the venue hospitality team and Box Office team
• Ensure proper cash handling and POS procedures are followed
• Drive revenue growth through strategic package development

Premium Experience Operations

• Lead the VIP team, managing the guest journey - from Luxe ticket offerings and Meet & Greet experiences to bespoke event packages and group bookings
• Serve as the ultimate escalation point for complex guest situation inside the theater, handling sensitive matters with discretion, empathy, and authority

QUALIFICATIONS

Required

• Exceptional interpersonal presence - warm, confident, and commanding in high-pressure, high-stakes environments
• 6+ years of progressive hospitality and guest experience leadership, ideally spanning premium dining, live entertainment, or luxury hotels
• Proven ability to build inclusive, engaged team cultures in fast-paced, ever-changing environments
• Strong financial acumen: P&L literacy, budget management, and data-driven decision making
• Flexibility to work evenings, weekends, and holidays aligned with the show schedule

Preferred

• Experience in fine dining, immersive entertainment, theatrical venues, or luxury event spaces
• Familiarity with hospitality technology platforms such as Square, 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