Director of Hospitality & Guest Experience | Global Immersive | NYC

A globally recognized live entertainment company is preparing to launch a flagship immersive experience in New York City. Known for creating highly engaging, boundary-pushing productions, the company brings together world-class performance, music, technical design, storytelling, and hospitality to create unforgettable guest experiences. The organization produces live experiences ranging from intimate immersive concepts to large-scale international productions, with a focus on creating entertainment that is sophisticated, energetic, inclusive, and unexpected.

For its upcoming New York City flagship, the company is partnering with an acclaimed NYC hospitality group to create an elevated food and beverage experience adjacent to the theater. The concept will welcome guests for cocktails and bites before and after performances, bringing together exceptional hospitality and immersive live entertainment under one roof.

As we prepare to open our flagship Times Square venue in late 2026 , we are seeking a guest-obsessed Director of Hospitality & Guest Experience to own and elevate every touchpoint of the guest journey. This senior leader will build and steward a best-in-class hospitality and food & beverage operations program — from VIP and lounge experiences to service culture, team development, and revenue strategy.

Our NYC location brings live entertainment and hospitality together to create a one-of-a-kind guest experience. We are looking for an experienced hospitality leader who can help bring that vision to life.

Reporting to the VP, Hospitality & Guest Experience and working closely with our food & beverage operating partner, the Director will oversee a large, multi-functional hospitality operation and serve as the internal authority on revenue management, guest standards, and experience execution.

This is a rare opportunity to shape the hospitality identity of one of New York City’s most distinctive new live entertainment experiences.

• Define and own the overall guest experience, ensuring every interaction reflects the brand’s spirit of energy, inclusivity, empowerment, and exceptional hospitality.
• Develop a multi-year hospitality strategy focused on the intersection of theater, food & beverage, VIP experiences, and unique guest touchpoints.
• Partner with senior leadership on new product development, venue programming, and guest-facing initiatives.

Oversee daily operations across the showroom and food & beverage outlets, including:

• Theater concessions
• Theater operations and performance-related service cues
• Cocktail lounge operations
• Private and corporate events
• VIP and premium experiences

Ensure consistency in service standards, product quality, and guest experience across all areas of the venue.

Act as the on-the-ground senior hospitality leader during service periods, providing direction, troubleshooting, and real-time decision-making.

• Oversee and support approximately 10 hospitality and food & beverage managers and supervisors across showroom and lounge operations.
• Provide leadership across a broader hospitality organization of 100 team members.
• Design and deliver comprehensive onboarding, ongoing training, and performance management programs.
• Mentor and develop managers with the potential to grow into senior hospitality roles.
• Partner with HR and senior leadership on performance management and employee relations.
• Build an inclusive, engaged, high-performing service culture.

• Manage events and programming teams to execute all food & beverage and VIP components.
• Ensure appropriate staffing, setup, service flow, and breakdown for private events, group experiences, and venue…