Premium Services Director- Acrisure Stadium

The Director of Premium Services is responsible for the overall leadership, planning, execution, and financial performance of all premium hospitality operations at Acrisure Stadium. This role oversees the delivery of exceptional guest experiences across suites, clubs, VIP lounges, and premium events while ensuring operational excellence, service consistency, and revenue growth.

The Director of Premium Services serves as a strategic leader responsible for developing and executing premium hospitality initiatives, cultivating strong client relationships, and leading cross-functional teams to deliver best-in-class service during Pittsburgh Steelers games, University of Pittsburgh games, concerts, special events, and other stadium programming. The ideal candidate will possess strong leadership skills, extensive hospitality and event management experience, financial acumen, strong eye for detail and a passion for creating memorable guest experiences.

Job Responsibilities

• Lead all premium hospitality operations including suites, club spaces, VIP areas, premium dining venues, and special events. 
• Develop and execute strategies to enhance premium guest satisfaction, retention, and revenue generation. 
• Oversee event planning and execution for all premium hospitality experiences before, during, and after events. 
• Partner with culinary, concessions, operations, security, facilities, and event management teams to ensure seamless event execution. 
• Manage premium service staff, including hiring, training, coaching, scheduling, performance management, and succession planning. 
• Establish and maintain service standards that deliver a world-class hospitality experience. 
• Build and maintain strong relationships with suite holders, premium members, sponsors, and key stakeholders. 
• Act as the primary point of escalation for premium guest concerns and service recovery situations. 
• Develop and manage annual operating budgets, labor plans, and financial forecasts. 
• Monitor and analyze revenue, labor, and expense performance to achieve profitability goals. 
• Collaborate with sales and partnerships teams to maximize premium inventory utilization and revenue opportunities. 
• Oversee premium inventory management, event logistics, and service execution processes. 
• Ensure compliance with all safety, alcohol service, sanitation, and company policies. 
• Review guest feedback, service metrics, and operational data to identify opportunities for continuous improvement. 
• Drive innovation within premium hospitality offerings, including enhancements to menus, amenities, service models, and event experiences. 
• Support premium client renewals and retention efforts through exceptional relationship management and service delivery. 
• Serve as the stadium's premium hospitality leader during all major events and act as an operational decision-maker when needed.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Event Management, or related field; equivalent experience may be considered. 
• Minimum of 5-7 years of progressive leadership experience in hospitality, premium services, catering, sports and entertainment, hotel operations, or event management. 
• Experience managing premium hospitality programs, suites, clubs, luxury dining operations, or large-scale catering events. 
• Demonstrated success leading large teams in a fast-paced, high-volume environment. 
• Strong financial management experience including budgeting, forecasting, labor planning, and P&L accountability. 
• Proven ability to build and maintain relationships with high-profile clients and stakeholders. 
• Strong organizational, problem-solving, and decision-making skills. 
• Exceptional communication and interpersonal abilities. 
• Proficiency with Microsoft Office Suite and hospitality/event management technologies. 
• Ability to work evenings, weekends, holidays, and extended event hours.

Preferred Qualifications

• Experience in a professional sports, entertainment, stadium, arena, convention center, or luxury hospitality environment. 
• Knowledge of premium seating programs, suite operations, and VIP guest services. 
• Experience managing union and non-union workforces. 
• Certified Food Protection Manager and/or alcohol service certification. 
• Experience with event management systems, CRM platforms, and POS technology.