Operations Director, Hospitality & Guest Experience

Position:

Operations Director, Hospitality & Guest Experience

Location:

On-site in New York, NY

Availability:

Full-Time including nights, weekends and select holidays

Reports to:

Vice President, Hospitality & Guest Experience and close collaboration with the Authentic Hospitality Group corporate team

ABOUT THE COMPANY

Originally inspired by the hit film franchise, Magic Mike Live has evolved into a global entertainment phenomenon. Designed as a "360-degree" dance and acrobatic spectacle, Magic Mike Live reimagines the traditional male revue for a modern audience. The production combines world-class choreography, live music, and specialized technical design to create an atmosphere that is equal parts exhilarating, sophisticated, and empowering. Magic Mike Live is the flagship immersive production of Free Association Live (FA Live).

FA Live is a next-generation live entertainment company, producing performances ranging from intimate immersive experiences to global touring spectacles.

FAL currently oversees the global expansion of Magic Mike Live, which has entertained over 2 million guests from 70+ countries with over 6,000 performances across its Las Vegas and London experiences and past engagements in Miami, Dallas, and Berlin since debuting in 2017. Beyond Magic Mike, FAL develops original, IP-driven live experiences across dance, music, and immersive storytelling.

Bringing heart, humor, and world-class storytelling to every performance, each FAL experience is designed to move people, set a standard of excellence, and defy expectations of what live entertainment can be.

For New York City, Magic Mike Live partnered with Authentic Hospitality, a New York City based hospitality group behind some of  the city’s most revered venues (Pebble Bar, Jac’s on Bond, Ray’s), to create Greenlight Lounge, a cocktail experience that will sit adjacent to the theatre. Welcoming guests for drinks and bites pre and post show, Greenlight at Magic Mike Live will bring Authentic’s trademark quality, creativity and originality to an iconic environment.

POSITION OVERVIEW

As we prepare to open our flagship Times Square venue in January 2027, Magic Mike Live is seeking a guest-obsessed

Operations Director, Hospitality & Guest Experience to own and elevate every touchpoint of the guest journey at Magic Mike Live New York. This senior leader will build and steward a best-in-class hospitality and food and beverage operations program — from VIP and lounge experiences to service culture and team development. Our NYC location brings live entertainment and food and beverage together for a one-of-a-kind guest experience, and we’re excited to bring a senior leader onto our team that helps bring the vision to life.

Reporting to the VP, Hospitality & Guest Experience and working in close collaboration with F&B partner, Authentic Hospitality Group, the Operations Director will lead a team of 100+ food and beverage and hospitality professionals, serving as the internal authority on revenue management, guest standards and experience execution. This is a rare opportunity to shape the hospitality and guest experience identity of one of the world's most distinctive live entertainment experiences.

KEY RESPONSIBILITIES

• Strategic Leadership
• Leader of Food and Beverage, Event Sales and Programming, Building & Facilities Maintenance, Security and Box Office operations
• Define and own the overall guest experience, ensuring every interaction reflects Magic Mike Live’s spirit of empowerment and joy
• Develop a multi-year hospitality strategy that prioritizes the intersection of theater, food and beverage, and one-of-a-kind hospitality touchpoints
• Partner with senior leadership on new product development, venue programming, and guest-facing initiatives
• Operational Oversight
• Oversee daily operations across the Magic Mike Live (MML) theater and F&B outlets, including:
• Theater concessions
• In-Seat Ordering App
• Theater operations and Associate performance cues
• Greenlight Lounge
• Private and corporate events
• Ensure consistency in service standards, product quality, and guest experience across all venues
• Act as the on-the-ground leader during service periods, providing direction, troubleshooting, and real-time decision-making
• Team Leadership & Development
• Oversee and support a team of approximately (10) hospitality and food and beverage managers and supervisors cross all showroom and lounge operations
• Design and deliver comprehensive onboarding, ongoing training, and performance management programs
• Mentor and develop managers to grow into senior hospitality roles
• Partner with HR and senior leadership on performance management and employee relations
• Event & Venue Coordination
• Manage events and programming teams to execute all F&B and VIP components
• Ensure proper staffing, setup, service flow, and breakdown for all functions
• Financial & Administrative Oversight
• Ultimate P&L Oversight for Food and Beverage and Event Sales and Programming in the building, working in close collaboration with all cross-functional teams
• Lead labor management, scheduling, and cost controls across the venue
• Monitor inventory, ordering, and product usage
• Expense management and oversight
• Ensure proper cash handling and POS procedures are followed
• Drive revenue growth through strategic package development
• Premium Experience Operations
• Lead a VIP and Events Sales & Programming team, overseeing all aspects of the premium guest journey — from Luxe all-inclusive ticket offerings and Meet & Greet experiences to bespoke event packages and group bookings
• Oversee reservations, special requests, and VIP logistics, ensuring flawless execution from pre-booking through post-show follow-up
• Serve as the ultimate escalation point for complex guest situations, handling sensitive matters with discretion, empathy, and authority

QUALIFICATIONS

• Required
• 7+ years of progressive hospitality and guest experience leadership, ideally spanning premium dining,  live entertainment, or luxury hotels
• 3+ years in a senior management  role with direct oversight of large, multi-functional teams
• Excellent financial acumen: P&L literacy, budget management, and data-driven decision making
• Proven ability to build inclusive, engaged team cultures in fast-paced, ever-changing environments
• Demonstrated success designing and premium guest programs that materially improved satisfaction and revenue
• Exceptional interpersonal presence — warm, confident, and commanding in high-pressure, high-stakes environments
• Flexibility to work evenings, weekends, and holidays aligned with show schedules
• Preferred
• Experience in fine dining,  immersive entertainment, theatrical venues, or luxury event spaces
• Familiarity with hospitality technology platforms such as Square, Toast, SevenRooms, and Spektrix
• TIPS certification or equivalent (or willingness to obtain upon hire)
• Bilingual candidates are strongly encouraged to apply

What We Offer

A one-of-a-kind work environment at one of New York City’s most exciting live entertainment destinations

Employee benefits package including health, dental, and vision coverage.

Discounted tickets for friends and family

A culture built on inclusivity, respect, and fun