The Senior Premium Operations Manager is responsible for leading the execution of all premium hospitality experiences, including suites, clubs, and catering operations. This role ensures exceptional guest service, operational efficiency, and financial performance across all premium areas while collaborating cross-functionally with culinary, sales, warehouse, and facility teams.

Key Responsibilities

Operations & Execution

• Oversee day-to-day and event-day operations for all premium spaces including suites, clubs, and special events
• Ensure seamless execution of pre-event, in-event, and post-event service standards
• Manage service timelines including delivery, replenishment, and breakdown processes
• Lead event-day command presence in premium areas, troubleshooting real-time issues and ensuring service recovery when needed

Leadership & Team Development

• Directly manage premium managers, supervisors, and frontline staff
• Conduct pre-event briefings and post-event recaps to drive continuous improvement
• Coach and develop team members, identifying high-potential talent for growth opportunities
• Foster a culture of accountability, communication, and elevated service standards

Client & Guest Experience

• Partner with sales teams to ensure accurate and executable event planning
• Maintain strong relationships with premium clients, suite holders, and VIP stakeholders
• Ensure all guest interactions reflect a high-end, hospitality-driven experience
• Handle escalated guest concerns with professionalism and urgency

Financial & Administrative Oversight

• Manage labor and cost controls to align with budget and profitability targets
• Review and execute BEOs, ensuring accuracy and operational feasibility
• Partner with culinary and purchasing teams on menu costing and inventory planning
• Support post-event financial recaps, including labor analysis and variance reporting

Cross-Functional Collaboration

• Work closely with Culinary, Warehouse, IT, Maintenance, and Concessions teams to ensure alignment
• Assist in implementing new systems, SOPs, and operational improvements (POS, inventory, ordering platforms)

Process Improvement & Innovation

• Develop and refine SOPs for premium service, setup, and execution
• Identify opportunities to enhance the premium experience (e.g., carts, activations, presentation upgrades)
• Drive efficiencies in ordering, inventory management, and staffing models

Legends & ASM Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.