What are the responsibilities and job description for the Director of Guest Experience position at ASM Global | Allegiant Stadium?
LEGENDS GLOBAL
Legends Global is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach.
Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component — feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking — of world-class live events and venues.
The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career.
Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sound like a winning formula for you? Join us!
Allegiant Stadium
Located adjacent to the world-famous Las Vegas Strip and home to the Las Vegas Raiders, Allegiant Stadium is an award-winning global events destination. A state-of-the-art, multipurpose venue with a capacity of 65,000, Allegiant Stadium hosted world-class music artists such as Garth Brooks, The Rolling Stones, Guns N’ Roses, Illenium and BTS with more legendary concerts to come. The fully enclosed stadium is also home to the UNLV Rebels football team and has hosted premier sporting events such as the CONCACAF Gold Cup Final, Pac-12 Championship Game, Las Vegas Bowl, and WWE SummerSlam. The venue also hosted the NFL Pro Bowl in 2022 and Super Bowl LVIII in 2024. Allegiant Stadium is committed to giving back to the community through numerous diversity, inclusion, and community outreach initiatives.
Job Summary
The Director of Guest Experience provides strategic and operational leadership for the overall guest and event day employee experience at Allegiant Stadium. This role translates organizational objectives into effective operational plans, ensuring consistent service standards, efficient staffing models, and seamless event execution. The Director of Guest Experience will oversee training programs, department/stadium SOPs, and event day operations while fostering a culture of service excellence and continuous improvement. This position is responsible for the development and implementation of a comprehensive, stadium-wide Guest Experience Program, ensuring alignment across all departments, partners, and stakeholders, including integration of Las Vegas Raiders guest experience standards.
The Director of Guest Experience is responsible for the end-to-end guest and event day employee experience across Allegiant Stadium, serving as the strategic leader of the stadium’s overarching experience program. This role ensures alignment across all stakeholders—including stadium operations, third-party partners, and the Las Vegas Raiders—to deliver a consistent, best-in-class experience during both public ticketed events and private events, at every touchpoint. This position owns the development, implementation, and continuous improvement of both the Guest Experience Program and Employee Experience Strategy, ensuring all staff are trained, engaged, and empowered to deliver exceptional service.
Essential Functions:
• Develop and implement service standards, policies, and procedures to ensure consistent, high-quality guest experience.
• Manage and lead the Manager and Coordinator, Guest Experience, while leading the part-time stadium representatives to ensure a high level of customer service delivery – including operating within policy and adhering to all stadium guest experience procedures.
• Oversee hiring, onboarding, and all training for the stadium representative team.
• Collaborate with 3rd Party Management to coordinate event staffing needs, ensure effective workforce support, and maintain alignment with organizational goals.
• Act as primary point of contact for complex issues, resolving guest complaints, and empowering staff to turn negative experience into positive ones.
• Oversee the department budget, adhering to financial guidelines and achieving budgetary goals.
• Manage and maintain relationships with third-party vendors responsible for bag check, wheelchair services, and lost and found.
• Oversee guest communications for third-party events, ensuring messaging is clear, timely, and aligned with organizational standards and guest experience expectations.
• Review and analyze guest feedback data to drive improvements in guest experience and staff training opportunities.
• Serve as TEAM Coalition instructor and facilitate trainings for employees
• Serve as a stadium-wide orientation program facilitator and lead orientations monthly in conjunction with stadium leadership
• Collaborate with the Las Vegas Raiders Stadium Operations and Guest Experience staff to ensure consistent, high-quality guest experience across all events/functions.
• Other duties as assigned.
• Manage and lead the Manager and Coordinator, Guest Experience, while leading the part-time stadium representatives to ensure a high level of customer service delivery – including operating within policy and adhering to all stadium guest experience procedures.
• Oversee hiring, onboarding, and all training for the stadium representative team.
• Collaborate with 3rd Party Management to coordinate event staffing needs, ensure effective workforce support, and maintain alignment with organizational goals.
• Act as primary point of contact for complex issues, resolving guest complaints, and empowering staff to turn negative experience into positive ones.
• Oversee the department budget, adhering to financial guidelines and achieving budgetary goals.
• Manage and maintain relationships with third-party vendors responsible for bag check, wheelchair services, and lost and found.
• Oversee guest communications for third-party events, ensuring messaging is clear, timely, and aligned with organizational standards and guest experience expectations.
• Review and analyze guest feedback data to drive improvements in guest experience and staff training opportunities.
• Serve as TEAM Coalition instructor and facilitate trainings for employees
• Serve as a stadium-wide orientation program facilitator and lead orientations monthly in conjunction with stadium leadership
• Collaborate with the Las Vegas Raiders Stadium Operations and Guest Experience staff to ensure consistent, high-quality guest experience across all events/functions.
• Other duties as assigned.
Required Qualifications (Job Knowledge, Skills, and Education):
• 7 years of experience in guest experience, venue operations, or large-scale event management.
• 2 years of manager level experience.
• Strong leader with a proven ability to build, motivate, and develop high-performing teams.
• Demonstrate expertise in staff training, scheduling, and performance management.
• Proven success implementing employee engagement, recognition, and service excellence initiatives that improve performance and employee retention.
• Possess exceptional conflict resolution, communication, and problem-solving skills.
• Ability to work non-standard hours, including evenings, weekends, and holidays as needed.
• Strong leader with a proven ability to build, motivate, and develop high-performing teams.
• Demonstrate expertise in staff training, scheduling, and performance management.
• Proven success implementing employee engagement, recognition, and service excellence initiatives that improve performance and employee retention.
• Possess exceptional conflict resolution, communication, and problem-solving skills.
• Ability to work non-standard hours, including evenings, weekends, and holidays as needed.
Preferred Qualifications (if applicable):
Legends Global reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Legends Global may require an employee to perform duties outside his/her normal description. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
We thank all applicants for their interest, however, only those selected for an interview will be contacted