Job Description
POSITION: Director of Guest Services LOCATION: Sugar Land, Texas
HOURS: Full Time, including evenings, weekends & holidays
Compensation ABOUT THE POSITION The Director of Guest Services is a senior leader responsible for shaping the overall vision, strategy, and execution of the guest experience at Smart Financial Centre. Reporting directly to the Deputy General Manager, the Director oversees all front-of-house operations, drives innovative guest service initiatives, and ensures a seamless, elevated experience across all events and performances.
This role will oversee the Guest Services Manager and lead teams of ushers, security personnel, and other part-time front-line staff, while partnering with internal departments and external vendors to uphold the highest standards of guest service and operational excellence.
Responsibilities - Develop and execute the strategic vision for guest experience across all events, ensuring alignment with the venue’s brand and business goals.
- Lead, mentor, and develop the Guest Services team, fostering a high-performing, guest-centric culture.
- Oversee the recruitment, onboarding, and professional development of Guest Services staff.
- Design and implement comprehensive training programs focused on service excellence, accessibility, safety, and crisis management.
- Collaborate with Security, Box Office, Food & Beverage, and external partners to ensure coordinated event operations.
- Act as the senior escalation point for all major guest service issues, complaints, or incidents, ensuring timely and effective resolution.
- Analyze guest feedback, survey data, and incident reports to drive continuous improvement initiatives.
- Own departmental budgeting, staffing forecasts, and labor management to maximize operational efficiency and guest satisfaction.
- Participate as a key stakeholder in venue planning meetings, providing insight and recommendations on front-of-house impacts.
- Serve as a visible leader during events, providing on-site support and ensuring operational excellence.
- Represent the venue’s guest services strategy to senior leadership, partners, and the broader community.
- Support organizational diversity, equity, and inclusion goals through team training, hiring practices, and guest engagement strategies.
EXPERIENCE And SKILLS - Minimum of 3-5 years of progressive leadership experience in guest services, venue management, live entertainment, or hospitality industries.
- Proven success in leading large teams and managing multiple event operations simultaneously.
- Expertise in developing and implementing customer service strategies at a strategic and operational level.
- Strong budget management and forecasting skills.
- Exceptional interpersonal, communication, and conflict resolution skills.
- Experience managing cross-functional teams and third-party vendors.
- Crisis management training or certification strongly preferred.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint); knowledge of venue/event management systems a plus.
- Ability to work flexible hours based on event schedules, including nights, weekends, and holidays.
Benefits - Medical, Dental and Vision Insurance
- 401k Match
- Paid Vacation & Holidays
ATG Entertainment: Passion Behind Performance ATG Entertainment is a world leader in live entertainment. Our portfolio of venues includes historic theatres, studio theatres, cinemas, conference spaces, and modern live music arenas. ATG Entertainment own, operate or programme 64 of the world’s most iconic venues across the UK, the US and Germany entertaining over 18 million audience members each year.
Through our in-house Production companies and working closely with top producers and promoters ATG presents over 15,000 live performances annually, including
Cabaret at the Kit Kat Club ,
Stranger Things: The First Shadow ,
Moulin Rouge ,
The Lion King ,
Harry Potter and the Cursed Child and
Starlight Express as well as popular music and comedy shows.
ATG also owns a leading ticketing platform processing more than 18 million tickets each year for musicals, plays, concerts, comedy shows and a variety of other live events. ATGtickets.com attracts more than 40 million unique visitors annually. Headquartered in London and Woking, the company also has offices in New York and Cologne.
ATG Entertainment IDEA Mission Statement At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone.
Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are committed to strengthening the sense of belonging by ensuring diversity and equity in everything we do. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong.
At ATG Entertainment, we provide a stage for everyone.
Job Tags
Full time, Part time, Work at office, Flexible hours, Night shift, Afternoon shift,