Senior Director of Event and Guest Experience

About the role

Legends Global, the leader in privately managed public assembly facilities, is seeking a Senior Director of Event and Guest Experience at NRG Park in Houston, Texas. NRG Park is a premier facility with four major venues within one giant park, including NRG Center, NRG Stadium, NRG Astrodome, and NRG Arena.

Responsibilities

• 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.
• Carry out supervisory responsibilities in accordance with all policies and applicable laws while fostering a culture of leadership, accountability, and continuous improvement.
• Plan, monitor, direct and strategically manage event management, and guest services.
• Act as liaison between the facility and clients, ensuring all clients' requirements are met and facility rules, regulations and policies are adhered to.
• 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.
• Ensure 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.
• Collaborate with internal departments and external partners to deliver integrated, high-quality event outcomes.
• Develop strategic partnerships across the organization to support revenue generation, enhance attendee experiences, and ensure responsible fiscal management.
• Prepare Event Services department budget and estimated expenses and monitor 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).
• 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 function as Manager on Duty (MOD), who maintains total responsibility and authority over all clients, staff personnel, patrons, security and safety in assigned buildings.
• Lead, mentor, and develop managers and supervisory staff through performance management, coaching, and succession planning.
• Provide oversight and accountability for post-event expense reporting, ensuring all documentation is complete, accurate, and submitted by required deadlines.
• Work extended and/or irregular hours including nights, weekends and holidays.

Qualifications

• Minimum three (3) years of progressive management experience, including direct supervision of Director-level staff, required.
• Considerable knowledge of event solicitation and presentation, and event planning.
• Considerable knowledge of safety regulations and other federal, state or local laws and regulations.
• Ability to anticipate problems and implement immediate corrective action.
• Ability to manage a facility of same size and type.
• Excellent communication and interpersonal skills and organizational ability.
• Ability to balance long-term planning with real-time operational decision-making.
• Work independently, exercising judgment and initiative.
• Work in a fast-paced environment.
• Remain flexible and adjust to situations as they occur.
• Strong project management, planning, and organizational skills.
• Proven ability to develop leaders and manage multiple teams through change.
• Strategic thinking with the ability to translate vision into execution.
• Proficient in AutoCad a plus.

Skills and Abilities

• Strong project management, planning, and organizational skills.
• Proven ability to develop leaders and manage multiple teams through change.
• Strategic thinking with the ability to translate vision into execution.
• Ability to balance long-term planning with real-time operational decision-making.
• Work independently, exercising judgment and initiative.
• Work in a fast-paced environment.
• Remain flexible and adjust to situations as they occur.