VP Front of House

Who are we hiring?

The VP, Front of House is accountable for delivering a world-class, end-to-end luxury guest experience at Sphere. This leader will set the strategy and operating rhythm for all FOH touchpoints from ingress/egress, in-venue guest services, guest relations call center, merchandise operations, and food and beverage operations across The Sphere Experiences, concerts, and special events. The VP FOH will collaborate closely with internal and external stakeholders to ensure seamless operations.

What will you do?

• Develop and implement an innovative, luxury-focused FOH strategy that integrates Guest Services, Merchandise Operations, and F&B experiences to achieve company goals and elevate the Sphere guest journey.
• Establish luxury-driven service standards, operating procedures, training frameworks, and performance expectations that create consistent, high-quality operations.  
• Oversee a dynamic guest flow program in collaboration with all departments to support high volume events, multi show days, and overlapping guest movement.
• Serves as an escalation leader during events – communicating directly with guests as needed, diffusing elevated situations, and driving timely service recovery.
• Provide direction and leadership for Food & Beverage operations to ensure luxury-level service excellence across all outlets including catering and premium hospitality.
• Oversee operational readiness: staffing plans, equipment, inventory, menu coordination, presentation standards, and quality.
• Drive innovation in F&B (products, service models, technologies, and programs) that improves guest satisfaction and increases performance.
• Ensure compliance with county/state health regulations, cleanliness standards, alcohol and food safety certifications, and internal operating standards.
• Responsible for FOH budgets - Guest Services, Merchandise Operations, and F&B operations including P&L performance (forecasting, reporting, labor oversight, and cost control).
• Participate in labor strategy, support negotiations planning as needed, and ensure adherence to labor agreements where applicable.
• Lead full-cycle recruitment, hiring, onboarding, and development for FOH management and frontline teams.
• Coach leaders with continuous feedback, training plans, and development opportunities to build high performing teams.
• Set a culture of integrity, accountability, and luxury-driven hospitality excellence, ensuring every team member is engaged, upbeat, and guest first.
• Acts as a core venue operations contributor of strategic initiatives and special projects, including those focused on the development and expansion of future Sphere locations.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.  

Supervision

• Guest Services Department
• Guest Relations Call Center
• Food & Beverage Department
• Merchandise Operations 

What do you need to succeed?

• 10+ years of progressive leadership experience across luxury Guest Relations, Merchandise Operations, Food & Beverage operations, and entertainment venue operations.
• Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
• Successful track record of measuring improvements in customer satisfaction and loyalty.
• Proven experience leading large, cross functional teams in luxury, high-volume event environments with exceptionally high guest expectations.  
• Excellent verbal & written communication, organizational and time management skills required.
• Demonstrates integrity, diplomacy and a commitment to company values and principles while ensuring the upmost consistency.
• Proven ability to manage financial performance, including budgets, labor planning, forecasting, and operational reporting.
• Able to work under pressure and meet deadlines, while managing multiple tasks.
• PC skills including MS Word, Excel, Outlook and PowerPoint.

Special Requirements

• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.
• Extensive standing and walking during events.
• Ability to lift up to 25lbs
• Occasional travel to NY/CA (<10%)

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