VP Front of House

Position Overview 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 centre, 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. Responsibilities 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. Serve 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. Act as a core venue operations contributor of strategic initiatives and special projects, including those focused on the development and expansion of future Sphere locations. Supervision Guest Services Department Guest Relations Call Center Food & Beverage Department Merchandise Operations Qualifications 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 utmost 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 25 lbs. Occasional travel to NY/CA. Pay Range $230,000—$290,000 USD. Benefits At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here. EEO Statement We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required. #J-18808-Ljbffr