Senior Director of Event and Guest Experience

Senior Director of Event and Guest Experience

Legends Global, the leader in privately managed public assembly facilities, has an excellent and immediate opening for this role at NRG Park in Houston, Texas. NRG Park is a premier facility with four major venues: NRG Center, NRG Stadium, NRG Astrodome, and NRG Arena.

• 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.
• Conduct post‑event evaluations and lead continuous improvement initiatives based on performance metrics and guest feedback.
• Collaborate with internal departments and external partners to deliver integrated, high‑quality event outcomes.
• 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 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.
• Coordinate with the marketing department on all media entry 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.
• Prepare the Event Services department budget and estimated expenses and monitor financial performance to ensure alignment with strategic objectives and approved project scopes.
• Review and approve schedules and assigned events for the Event Management Team and Manager on Duty (MOD).
• Meet with potential clients, advise them on the facility requirements, and negotiate sales of additional services.
• Serve 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 trade shows, 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 the 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 align with the goals and objectives of the client, facility, and organization.
• Establish customer service standards and ensure 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.
• Guarantee 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…