Director, Guest Experience

Job overview

The Director, Guest Experience role is onsite in Ozone Park, NY; the work-from-home option is not applicable. The stated pay range is $120,000–$130,000. The role leads guest experience operations at Belmont Park and Saratoga Racecourse. The director sets the strategy and oversees operational delivery across admissions, ushers, tours, and guest services. By leading staff, coordinating with partner departments, and managing event staffing, accessibility, safety, and guest feedback, the role aims to strengthen fan engagement, loyalty, and return visitation.

What you'll do

• Lead and coach the Guest Experience management team
• oversee guest-facing operations and staff deployment for events
• coordinate with event operations and cross-functional partners
• oversee guest-facing materials, accessibility, safety, and emergency preparedness
• conduct pre-event briefings and provide onsite event leadership
• manage departmental budgets, payroll reconciliation, and reporting.

What we're looking for

Skills & competencies

director, guest experience

hospitality leadership

guest services

event operations

admissions

ushers

tours

belmont park

saratoga racecourse

ozone park ny

nyra

$120,000–$130,000 salary

crowd management

accessibility

Work arrangement

• Weekend coverage required

Why this role

Leads guest experience across Belmont Park and Saratoga Racecourse; the posting identifies flexible hours, including evenings, weekends, and holidays.

About the employer

New York Racing Association Careers is hiring for this role. Industry: Other Spectator Sports. Sector: 71.