Senior Director of Event and Guest Services
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 LivestockShow & 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 guestservices activity withinthe facility whileproviding 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 projectmanagement oversight for multiple concurrent events, operational initiatives, and guest experience projects.
- Establish standardized projectmanagement 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 internaldepartments and externalpartners to deliverintegrated, high-quality event outcomes.
- Serve as a senior leader in shapingthe long-term vision,standards, and goals for event operations and guest experience.
- Use data, performance metrics, and guestinsights to informstrategic decisions and operational improvements.
- Partner with executive leadership to driveinnovation, service excellence, and operational efficiency across the organization.
- Establish and monitorKey Performance Indicators (KPIs) related to service quality,operational effectiveness, and team performance.
- Ensures successful eventcoordination and guestservices activities throughleadership and development of Management teams.
- Research, review and recommend equipment, materials and suppliesrequired in providing event services and planning.
- Coordinate outside service needs with food and beverage contractors, decorators, electricians, telecommunications and othervendors using a structured project-planning approach to ensureservice delivery, cost control, and quality standards are met.
- Coordinates with marketing department on all mediaentry 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 EventServices department budgetand estimated expensesand monitors financial performance to ensure alignment with strategic objectives and approved project scopes.
- Reviews and approves schedules and assigned eventsfor Event Management Team and Manageron Duty (MOD).
- Meets with potential clients,advises them on the facilityrequirements, and negotiates sales of additional services.
- Serves as liaison for facility clientsand internal servicepartners to ensure consistent, high quality customer service.
- Direct, supervise and schedule eventmanagement services, eventstaffing, security, crowdand risk management, police, fire and safety personnel and ADA compliance.
- Represent the facilityat tradeshows, community events and industrymeetings.
- Prepare reports on monthly eventsfor submission to the GeneralManager and Board of Directors.
- Develop policies and procedures for Event ServicesDepartment and monitortheir compliance.
- Develop operating procedures that conformto corporate standards, customize them to the specificneeds of the facility and consistent with the goals and objectives of the client, facility and organization.
- Establish customer servicestandards and ensuresdepartment training and compliance.
- Negotiate contracts and agreements with suppliers for necessary activities and services at the facility. Review contracts for compliance with event and/orgovernment specifications and suitability for occupancy.
- Act as liaisonbetween tenants, facilitycontractors and countyemergency 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 safetyin assigned buildings.
- Lead, mentor,and develop managersand supervisory staffthrough performance management, coaching, and succession planning.
- Establish clearperformance expectations, development plans, and accountability structures that supporta high-performing team culture.
- Provide oversight and accountability for post-event expensereporting, ensuring all documentation is complete, accurate, and submitted by required deadlines.
- Work extended and/orirregular hours includingnights, weekends and holidays.
Supervisory Responsibilities
- Carries out supervisory responsibilities in accordance with all policiesand 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.
Qualifications
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 skillsand organizational ability.
- Minimum three (3) years of progressive management experience, including direct supervision of Director-level staff, required.
- Ability to anticipate problemsand implement immediatecorrective action.
- Considerable knowledgeof event solicitation and presentation, and event planning.
- Considerable knowledgeof 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 writteninstructions 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.
Education and/or Experience
- 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 publicassembly facility management, customer service practices, exhibitor services practices and contract management.
- NFL Stadium experience preferred.
Skills and Abilities
- Strong projectmanagement, planning, and organizational skills.
- Proven abilityto develop leadersand manage multipleteams through change.
- Strategic thinkingwith the abilityto translate vision into execution.
- Ability to balance long-term planning with real-time operational decision-making.
- Work independently, exercising judgmentand initiative.
- Work in a fast-paced environment.
- Remain flexibleand 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.
Other Qualifications
- Be licensed to operatea 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. 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.
Note
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.
To Apply
Please include a recent copy of your resume with a cover letter and salary requirements as part of your application.
How to Apply
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