Position Overview:

The Director of Premium Experiences & Engagement will shape and elevate the strategic vision and operational execution of the concierge experience across all premium spaces, the business and conference center, and a tours and attractions business within Capital One Arena. This role will raise and continually refine the service standard for a new era of guest experience, ensuring each high-end touchpoint reflects innovation, creativity, and a commitment to excellence.

Are you experienced leader who’s energized by innovation, hospitality, and building exciting memorable guest experiences? Apply today! We'd love to hear from you!

Responsibilities:

• Define and expand the overall guest experience for the venue's new premium spaces and ancillary businesses, conference center and attractions.
• Drive exceptional guest experiences, service delivery, and new hospitality offerings in partnership with executive leadership aligning with the company’s broader reaching goals.
• Build a vision and execution plan for a one service vision and concierge program, with consistency and continuity in delivery across all groups.
• Establish and continuously refine service standards, engagement protocols, and brand touchpoints.
• Partner with executive leadership on new hospitality offerings, design integration, and innovation in service delivery.
• Lead end-to-end experience strategy across VIP clubs, suites, concourses, entrances, and the business center.
• Oversee event and non-event-day operations with an eye toward consistency, quality, and personalization.
• Create feedback loops and measurement tools to monitor and improve service delivery.
• Facilitate connectivity through local hotels and additional services.
• Build, lead, and inspire a high-performing, guest-centric team across departments.
• Partner with HR to develop best-in-class onboarding, training, and professional development programs.
• Lead the operational management of the arena's upcoming business and conference center, guaranteeing its continuous operation as a revenue-generating facility throughout the year.
• Develop offerings and service standards that establish the arena as premier choice for corporate events, community programming, and private rentals.
• Develop a vision for Capital One Arena as a prime touring and attractions spot, highlighting an array of arts and memorabilia.
• Collaborate with food & beverage, marketing, technology, sales and operations teams to ensure cohesive experiences and build brand harmony.
• Serve as a client-facing executive for key partners, tenants, and high-value guests.
• Other duties as assigned.

Minimum Qualifications:

• 8+ years of leadership experience in guest experience, concierge operations, or venue management.
• Proven track record of elevating and improving service standards in complex, multi-use environments in arenas, luxury hotels, or convention centers.
• Experience with multi-faceted event planning or a relevant established vendor network to support.
• Solid Understanding in handling high-profile, VIP clientele and large operational teams.
• Strong background in developing team performance metrics.
• Experience with Integration of technology into the guest journey (e.g. mobile apps, AI/CRM, digital concierge)
• Experience in launching new hospitality spaces or venues.
• Outstanding interpersonal, written and communication skills, with the ability to influence across all levels.
• Transformative attitude towards innovation, engagement, and service design.
• Flexibility to work extended hours including evenings, weekends, and holidays as needed.

Pay Range: $125k - 165k USD

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.