POSITION: Hospitality Operations Director
LOCATION: New York, NY (with regular travel to ATG venues nationwide)
KEY PARTNERS: Venue Customer Experience Managers, venue-level purchasers, F&B vendors and suppliers
ABOUT THE ROLE
ATG-Entertainment is reimagining how Hospitality shows up across our venues — from new products and pricing strategy to digital ordering and merchandising. The Hospitality Operations Director is the role that makes that vision real on the ground. You will take the strategic direction set by the VP, Hospitality and turn it into consistent, well-executed F&B operations across 25+ venues nationwide, including our Broadway locations.
This is a hands-on operational leadership role. You will own the playbooks, standards, vendor relationships, and performance tracking that keep Hospitality running smoothly day to day, and you will be the primary operational partner to our venue-level Hospitality Managers, who oversee Hospitality execution on-site. You are equally comfortable building a rollout plan at a desk and walking a venue floor during a show to see how it is actually landing.
WHAT YOU’LL DO
1. Translate Strategy into Execution
Take new products, pricing and promotional models, and digital ordering initiatives from the VP, Hospitality and build clear, repeatable rollout and implementation plans that venues can actually execute.
2. Own Operational Standards Across Venues
- Develop and maintain Hospitality standard operating procedures, service standards, and brand presentation guidelines for all venues, including Broadway.
- Monitor consistency and quality across the venue network and course-correct where standards slip.
- Ensure compliance with health, safety, and licensing requirements across all Hospitality operations.
3. Be the Operational Partner to Venue F&B Managers
- Serve as the primary point of contact for Hospitality Managers on all Hospitality operational matters — staffing needs, execution issues, escalations, and day-to-day troubleshooting.
- Build strong working relationships with CEMs so that venue-level Hospitality execution reflects both local needs and national standards.
- Support CEMs and venue teams through new product launches, seasonal changes, and program rollouts.
4. Build Training & Enablement Programs
- Design and deliver training programs for venue Hospitality staff and CEMs covering service standards, new products, and digital ordering tools.
- Create simple, practical toolkits and playbooks that make it easy for venues to execute consistently.
5. Track Performance & Report Results
- Own Hospitality operational KPIs — sales performance, cost of goods, labor efficiency, and guest satisfaction — across the venue network.
- Maintain and evolve performance dashboards, providing the VP, Hospitality with clear, timely visibility into what is working and what needs attention.
- Use performance data to prioritize where operational focus and resources should go next.
WHO YOU ARE
You are an experienced multi-unit F&B or hospitality operator who thrives on turning strategy into execution. You have led operations across multiple locations, know how to build standards that stick, and are just as comfortable in a vendor negotiation as you are coaching a venue team through a busy show night.
Essential Experience & Skills
- 5+ years of progressive experience in multi-unit F&B, hospitality, or venue operations management.
- Proven track record building and rolling out operational standards, playbooks, or training programs across multiple sites.
- Experience managing vendor and supplier relationships, purchasing, and inventory at scale.
- Strong analytical skills with comfort building and using performance dashboards to drive decisions.
- Excellent relationship-building skills — you will be a key partner to venue leaders who do not report to you directly.
- Ability to travel regularly to venues nationwide and to work some evenings, weekends, and holidays around event schedules.
Desirable Experience
- Experience in live entertainment, sports, or venue-based hospitality.
- Familiarity with digital ordering platforms or F&B technology rollouts.
- Experience operating in a matrixed organization, influencing teams outside your direct reporting line.
BENEFITS
- Medical, Dental and Vision Insurance
- 401k Match
- Paid Vacation & Holidays
ABOUT ATG
ATG-Entertainment is a world leader in live entertainment. Our portfolio of venues includes historic theatres, modern live music arenas, studio theatres, cinemas and conference spaces. ATG-Entertainment own, operate or program 72 of the world’s most iconic venues across the UK, the US and Continental Europe entertaining over 18 million audience members each year.
Through our in-house Production companies and working closely with third-party top producers and promoters ATG presents over 15,000 live performances annually, including Cabaret at the Kit Kat Club, Stranger Things: The First Shadow, Moulin Rouge, The Lion King, Harry Potter and the Cursed Child and Starlight Express as well as popular music and comedy shows.
ATG also operates a leading ticketing platform processing more than 18 million tickets each year for musicals, plays, concerts, comedy shows and a variety of other live events. ATGtickets.com attracts more than 55 million unique visitors annually. Headquartered in London and Woking, the company also has offices in New York and Cologne.
ATG Entertainment IDEA Mission Statement
At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone. Our stages are a platform for compelling stories — stories that are for all, by all, and of all. We hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong.
