Director, Guest Operations

Original X Productions (“OGX”) is seeking a Director of Guest Operations to oversee the staffing

and daily operations for multiple flagship and touring location-based entertainment properties.

OGX works with the world’s largest intellectual property rights holders to create memorable

location-based fan experiences such as Harry Potter: Magic at Play, The Friends Experience,

and The Office Experience.

Here’s what you’ll do:

• Lead the Guest Operations department in achieving its financial, guest experience, and team goals
• Lead cross-departmentally on the strategic planning and execution of location-based entertainment operations
• Oversee department timelines, milestones, and deadlines; develop and maintain workbacks and schedules; lead department and move work forward on a daily basis
• Lead department communication with other teams regarding project information and updates; provide teams with the relevant information to successfully perform their job functions in a timely manner
• Lead department in building and maintaining budgets from development to reconciling actuals; support with cash flow projections
• Research, survey, and negotiate deals with key vendors
• Ensure projects are properly resourced and that strategic sourcing goals are met
• Lead administrative functions of the department, including contracts and insurance, file storage, travel booking and expense reports, invoice processing, etc.
• Research new event production industry initiatives, techniques, and elements that can be incorporated into our projects
• Oversee all guest operations, including guest services, tech services, janitorial, health and safety/contingency planning, and security
• Oversee all on-site revenue operations, including box office, coat check, concessions, photos, premium ticket upgrades, private events, and retail
• Oversee all staffing operations, including staffing, training, scheduling, and payroll
• Design SOPs
• Prepare, review, and/or act on various documents, records, and reports including schedules, budgets, CAD layouts, capacity/throughput reports, time and attendance reports, and incidents reports
• Oversee and mentor remote corporate and local management teams
• Ensure compliance with applicable laws and regulations
• Oversee health & safety and contingency planning/emergency response
• Set an exemplary standard of professional behavior and create a welcoming, service-focused environment that ensures patrons are assisted in a timely and courteous manner
• Work with HR on the recruiting, hiring, and training process for a world-class operations team
• Provide direction and guidance to all direct reports
• Oversee team performance and offer honest feedback and direction
• Collaborate with Human Resources on disciplinary actions and resolutions
• Identify opportunities for employees to gain additional responsibilities and develop leadership skills
• Consult with international SFX operations teams
• Make effective business decisions based on relevant data and encourage employees to do the same
• Balance ongoing day-to-day business needs with long-term objectives
• Establish protocols and oversee protocol execution and documentation
• Apprise the VP, Operations regarding major issues and/or developments
• Communicate the OGX vision and identify opportunities to reduce expenses and create efficiencies all while maintaining an exceptional product and guest experience

Your strengths include:

• In-depth knowledge of frontline staff 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
• Strategic agility and data-driven approach
• Gifted 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 in day-to-day operations
• Fun, friendly and professional demeanor
• Passion for building experiences around TV and film intellectual property

Requirements

• 5+years of experience leading frontline operations for location-based entertainment
• Experience working with on-site ancillary revenue operations such as concessions, retail, and souvenir photos
• Ability to travel 30% of the time
• Willingness to work nights, weekends, and holidays
• Bachelor’s degree or equivalent experience
• Demonstrated ability to be innovative in a competitive business environment
• Competency in Excel, PowerPoint, Word, and Google Apps for business