Director, Guest Experience and Venue Operations

Original X Productions is looking for a Director of Guest Experience and Venue Operations to lead our global teams in creating unforgettable moments. You’ll bring our immersive stories to life, guiding guests from arrival to departure and ensuring every visit is safe, seamless, and extraordinary. This role leads managers, coordinators, and front-line teams in a fast-paced, high-energy environment where creativity meets execution.

*This is a remote role based in the United States. While candidates may be located anywhere, preference will be given to those in Las Vegas, New York, or the DMV area*

About Original X Productions

Original X Productions are the operators of premiere worldwide location-based entertainment experiences including The FRIENDS™Experience and Hershey Super Sweet Adventure. Our team are guest experience focused storytellers who are passionate, strive for excellence, committed to safety, and value fun in everything they do!

Here’s what you’ll be doing:

• Enhance the guest experience by developing strategies and initiatives for consistent, high-quality guest service through comprehensive training of leadership and team members across all aspects of the experience and revenue streams
• Collaborate with creative, design, marketing, ticketing, and ancillary teams to identify and implement innovative solutions for improved guest experience, revenue opportunities and operational efficiencies
• Establish, update and maintain standard operating procedures, policies, manuals, etc.
• Set goals and objectives for managers and team members, both qualitative and quantitative
• Oversee timelines, milestones, and deadlines; develop and maintain schedules; lead and motivate forward progress on a daily basis
• Measure, analyze and report guest experience satisfaction and quality assurance metrics
• Work with the VP of Guest Experience and Venue Operations to establish department budgets for new and ongoing productions.
• Research industry initiatives, techniques, and technology to increase the value of the guest experience and enhance the quality and sophistication of Original X Productions’ offerings. 
• Provide oversight of all experience support operations, including janitorial, health and safety, security and contingency planning.
• Oversee venue contingency planning, emergency response, and health & safety.
• Provide operational oversight of all revenue, staffing, recruiting, training, scheduling, and payroll
• Ensure compliance with applicable laws and regulations
• Oversee leadership team performance and offer consistent, honest feedback and direction
• Collaborate with primary stakeholders to enhance the performance of retail, photo and F&B offerings
• Travel to venues for quality assurance checks and operational leadership coverage as needed
• Work closely with production and site teams while planning new venues, specifically focused on guest experience, venue operations and revenue streams
• Oversee the recruitment and training of venue leadership
• Ensure all team members are well-versed in both the experience and its designed operations

Your strengths include:

• In-depth knowledge of attraction operations with top-notch training skills
• Self-starter initiative and proven ability to successfully lead large projects
• Ability to manage and supervise various projects, teams and vendors simultaneously
• Experienced in expense management
• Excellent project management, organizational, delegation and prioritization skills
• Excellent client and team management skills
• Great communicator with persuasive presentation skills
• Ability to build, lead and mentor a team
• Awareness of industry trends
• Collaborative and able to give and take critique and compliments productively
• Excellent relationship building skills; personable, trustworthy, empathetic, flexible
• Conflict resolution skills
• Ability to make timely, strategic, decisive decisions to support day-to-day operations
• Passion for building experiences around TV and film intellectual property
• Fun, friendly and professional demeanor

Requirements

• 5+years of experience leading guest operations for entertainment, events, or hospitality 
• Experience working with on-site ancillary revenue operations such as retail, souvenir photos, and F&B
• Ability to travel 30% of the time
• Willingness to work nights, weekends, and holidays as needed
• Bachelor’s degree in hospitality or equivalent experience,
• Competency in Excel, PowerPoint, Word, and Google Apps for business

The salary range for this role considers a range of variables used in making compensation decisions and may include but is not limited to experience, training, licenses, certifications, skill sets, business needs, and travel. Compensation decisions are dependent on the unique variables that are present. A reasonable estimate of the current range is $110,000 to $130,000. This range has not been adjusted based on the geographic location of the successful incumbent