Chief Guest Experience Officer

Starlight is Kansas City’s oldest and largest outdoor performing arts venue, stewarding a $20M+ annual budget and a year-round staff of 45+ full-time employees alongside hundreds of seasonal team members and volunteers. As a civic treasure and cultural destination, Starlight presents Broadway musicals, concerts, special events and community programming that collectively reach hundreds of thousands of guests each year through approximately 100 events annually.
 
Come join an organization that offers the following three-tier benefits package:
 
Starlight Physical Wellness
Medical, Dental and Vision Insurance paid by employer
Short-Term and Long-Term Disability
Awarded Silver level certification from KC Chamber of Commerce for 2025 Healthy KC Workplace Wellness 
 
Starlight Emotional Wellness
Paid Time Off (up to 10 days in first year)
Paid Holidays (including Thanksgiving, winter holiday (Dec. 25-Jan. 1) and 5 floating holidays of your choice)
Employee Assistance Program
Personal Leave of Absence up to 4 weeks
Flexible remote work schedule up to 2 days a week (eligible employees)
 
Starlight Financial Wellness
401(k) Retirement Savings Program
Life Insurance
Family Leave up to 4 weeks at 100% pay
125 Cafeteria Plan
Starlight Perks & Discounts including show tickets and concession discounts
 
The Chief Guest Experience Officer is a strategic, solution-oriented, and people-focused executive responsible for ensuring that every aspect of Starlight’s operations contributes to an exceptional, safe, and memorable experience for all guests. This role oversees front-of-house (FOH), food and beverage, technical production, information/data systems, facilities, security, and venue operations, aligning infrastructure and service to deliver world-class events under the stars.
 
As a member of the senior leadership team, the CGEO partners closely with peers and the CEO to advance Starlight’s mission through operational excellence, guest satisfaction, and organizational sustainability.

Duties & Responsibilities

Guest Experience & Service Excellence

• Champion a seamless, welcoming, and accessible guest journey—from arrival and parking through performance and departure.

• Ensure consistently high standards of hospitality, safety, cleanliness, and service across all guest touchpoints (FOH, concessions, restrooms, accessibility services, customer service).

• Collaborate with ticket sales, marketing, philanthropy, and programming to elevate and execute member, donor, sponsor, and VIP experiences.

• Lead innovation in guest amenities, premium services, and hospitality offerings that deepen loyalty and enhance brand reputation.

Operational Strategy & Event Execution

• Direct all guest-facing and backstage operations including FOH, box office, technical production, stage operations, security, venue logistics, and IT/data systems.

• Ensure flawless execution of Broadway shows, concerts, special events, rentals, and community programs—balancing accessibility, artistic integrity, guest experience, revenue generations, safety, and operational efficiency.

• Establish and continually refine operational protocols for emergency response, accessibility, signage, and traffic flow to maximize both safety and satisfaction.

Facilities, Technology & Venue Stewardship

• Oversee facilities, custodial services, groundskeeping, and capital infrastructure planning for Starlight’s historic campus.

• Lead IT strategy and infrastructure, ensuring reliable, secure, and innovative systems that support both guest-facing and internal operations.

• Oversee data systems (CRM, ticketing, digital engagement platforms) to ensure integration, functionality, and analytics that improve decision-making and guest experiences.

• Partner with city officials, contractors, vendors, and technology partners to manage infrastructure improvements, system upgrades, and sustainability initiatives.

• Ensure compliance with ADA standards, life safety codes, environmental health, cybersecurity, and risk management practices.

Food & Beverage + Concessions

• Lead strategy, vendor management, staffing, and quality control for food and beverage services.

• Drive profitability and satisfaction through efficient operations, quality products, and speed of service in collaboration with concession and retail partner.

• Develop new hospitality and concessions experiences, including premium lounges, specialty bars, and curated dining options in collaboration with concessions and retail partner.

Team & Culture Leadership

• Inspire, develop, and manage a diverse team of operations, IT, and guest service professionals—including full-time staff, seasonal employees, and part-time personnel.

• Cultivate a values-driven culture of accountability, teamwork, safety, innovation, and guest-first service.

• Ensure readiness and alignment through effective training, communication, and consistent performance management.

Cross-Functional & External Collaboration

• Partner with programming and engagement and growth leadership to align IT, guest services, and operations with organizational goals and campaigns.

• Collaborate with unions, city partners, technology vendors, and production companies to manage logistics, labor agreements, and shared responsibilities.

• Serve as staff liaison to relevant board committees, providing reporting on guest satisfaction, operational metrics, IT/data performance, and capital projects.

Qualifications

Education & Experience

• Bachelor’s degree in venue management, hospitality, technical theatre, arts administration, or related field.

• Minimum 10 years of progressive leadership in live event operations, hospitality, or entertainment facility management.

• Experience with union environments, technical production, and large-scale guest service operations strongly preferred.

Knowledge, Skills & Abilities

• Proven success managing complex operations and delivering exceptional guest experiences at scale.

• Strong knowledge of safety codes, ADA compliance, event security, production systems, and facility maintenance best practices.

• Skilled leader with excellent interpersonal, organizational, and problem-solving abilities.

• Financial and business acumen in budgeting, contracts, and ROI analysis for guest experience investments.

• Calm, hands-on leader who thrives in fast-paced, high-stakes environments while keeping guest experience at the forefront.

 
If you are interested in being considered for this position, submit your application online or at Starlight’s West Ticket Office, next to Gate 3, Mon-Fri, 9 a.m. to 5 p.m. Please visit our website for more information regarding Starlight employment.

Starlight Theatre Association is an Equal Employment Opportunity organization. We evaluate qualified applicants without regard to age, race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law. 
 
Starlight supports an environment that values and respects the experiences and contributions of its employees, volunteers, partners and community members. We encourage and welcome applicants of groups that are historically underrepresented in the American theatre industry.
 
For more information about our accessible workplace, including disability accommodations for the application process and beyond, please email starlightjobs@kcstarlight.com.
 
Starlight Theatre Association of Kansas City, Inc. is a 501(c) (3) not-for-profit organization with a mission to connect our community through live arts experiences that entertain, inspire, and engage.