Director of Guest Experience

About Us:

Felix & Paul Studios is an Emmy award-winning immersive entertainment studio that is home to creatives, innovators, and visionaries. Through a blend of meticulous craftsmanship and cutting-edge innovation both in the art of experiential storytelling and in the development of production capabilities that support it we take audiences on emotionally impactful journeys. Our work centers on creating original productions that provide a profound sense of presence and leveraging our full suite of capabilities to bring these experiences to life.

Our venue transports guests into alternate worlds, where they don’t just watch a story, they live it.

Position Overview:

We are seeking a passionate and experienced Director of Guest Experience to lead and elevate the overall customer journey at our immersive mixed reality attraction in Las Vegas. This role is central to ensuring that every guest, interaction from arrival to exit, is memorable, seamless, and aligned with our brand’s innovative and emotional storytelling. As a key member of the leadership team, the Director will oversee front-of-house operations, team management, service standards, and continuous improvement strategies that enhance guest satisfaction and drive repeat visits. You will be a critical part of the senior team with growing the strategy, visibility and profitability of the attraction.

Key Responsibilities:

• Develop and implement best-in-class guest service standards and operating procedures across all touchpoints.
  
  
• Lead, mentor, and manage the guest experience team including front-of-house staff, ushers, and service leads.
  
  
• Ensure consistent delivery of a high-quality, immersive, and emotionally impactful experience for every guest.
  
  
• Monitor and respond to guest feedback via reviews, surveys, and direct communication, using insights to refine operations.
  
  
• Collaborate with marketing, operations, and tech teams to ensure alignment between messaging and in-attraction experience.
  
  
• Manage P&C Manager with hiring, onboarding, training, and performance evaluations for guest services staff.
  
  
• Establish and track KPIs for guest satisfaction, Net Promoter Score (NPS), and team performance.
  
  
• Resolve escalated guest issues with professionalism and empathy, turning challenges into positive outcomes.
  
  
• Maintain cleanliness, ambiance, and overall atmosphere of the attraction to meet brand expectations.
  
  
• Ensure ADA compliance and inclusive practices that welcome a diverse audience.
  
  

Qualifications:

• 5+ years of leadership experience in guest services, hospitality, themed attractions, or entertainment venues.
  
  
• Proven track record of managing teams and delivering exceptional customer experiences.
  
  
• Deep understanding of service standards, audience engagement, and operational excellence.
  
  
• Excellent interpersonal and communication skills, with a calm and confident demeanor under pressure.
  
  
• Strong organizational, problem-solving, and decision-making abilities.
  
  
• Experience working with guest experience technology platforms and ticketing systems.
  
  
• A passion for immersive storytelling, technology, and innovation in entertainment.
  
  
• Bachelor’s degree in Hospitality, Business, Arts Management, or a related field preferred.
  
  

Compensation & Benefits:

• Competitive salary
  
  
• Health, dental, and vision insurance
  
  
• PTO and paid holidays
  
  
• Complimentary and discounted admission for you and your guests