Manager, Hospitality & Guest Experience (Luxe)

Job description

**Job Title:** Manager, Hospitality & Guest Experience (Luxe) **Reporting to:** Senior Manager, Hospitality & Guest Experience **Location:** Magic Mike Live, Hippodrome Casino, London **Salary Range: £30,000- £35,000 - D.O.E** **Working Hours:** Wednesday to Sunday late afternoon into evenings, in line with the show schedule. **Start Date:** Flexible start date, around 1st July 2026 **About the Company** Originally inspired by the hit film franchise, Magic Mike Live has evolved into a global entertainment phenomenon. Designed as a "360-degree" dance and acrobatic spectacle, Magic Mike Live reimagines the traditional male revue for a modern audience. The production combines world-class choreography, live music, and specialized technical design to create an atmosphere that is equal parts exhilarating, sophisticated, and empowering. Magic Mike Live is the flagship immersive production of Free Association Live (FA Live). FA Live is a next-generation live entertainment company, producing performances ranging from intimate immersive experiences to global touring spectacles. FAL currently oversees the global expansion of Magic Mike Live, which has entertained over 2 million guests from 70+ countries with over 6,000 performances across its Las Vegas and London experiences and past engagements in Miami, Dallas, and Berlin since debuting in 2017. Beyond Magic Mike, FAL develops original, IP-driven live experiences across dance, music, and immersive storytelling. Bringing heart, humor, and world-class storytelling to every performance, each FAL experience is designed to move people, set a standard of excellence, and defy expectations of what live entertainment can be. **About the Role** The Hospitality & Guest Experience Manager is responsible for delivering a seamless, high-touch experience for a diverse portfolio of VIP guests, including large groups, celebrities, influencers, and Luxe Seat ticket holders. This is a hands-on, highly visible role that sits at the intersection of **hospitality, live performance, and guest experience**. You’ll lead the execution of each guest journey from pre-arrival through post-show, ensuring every detail feels individually tailored and effortlessly delivered. The Hospitality & Guest Experience Manager ensures all guest-facing touchpoints are delivered with consistency, creativity, and exceptional attention to detail. ### **Guest Journey & Experience Delivery** - Manage the full guest experience from post-booking through post-show follow-up - Communicate directly with guests pre-arrival via email, phone, and messaging to ensure clarity and readiness - Greet and host VIP Luxe Seat guests, remaining present and attentive throughout their visit - Ensure all inclusions, timings, and experience elements are delivered seamlessly - Handle guest questions, needs, and adjustments with speed and polish #### **Show Flow & On-the-Ground Execution** - Coordinate nightly show flow in partnership with Stage Management, F&B, FOH, Box Office and other partner teams to ensure a smooth, well-paced experience - Ensure Meet & Greet and other guest moments are executed smoothly and remain on time - Support guest issues or escalations directly when needed - Ensure transitions from arrival to exit feel intentional and well-paced **Experience Coordination & Operational Support** - Host VIPs, large groups (10+) and high-profile guests across theatre and partner spaces - Coordinate and deliver celebration packages and bespoke experiences with precision - Work cross-functionally with local and global production teams to develop and execute premium guest experiences including but not limited to *AirBnB* experiences. - Ensure all guest-facing materials and experience assets are prepared and maintained, including but not limited to: lanyards, laminates, camera equipment, celebration sashes and greeting cards - Any other duties may be reasonably required in the course of your duties or as instructed by the Senior Manager, Hospitality & Guest Experience **What We’re Looking For** *Magic Mike Live* is a hospitality-first entertainment experience. The ideal candidate understands that creating an effortless guest experience requires constant collaboration, attention to detail, and genuine human connection. They should be highly organised, emotionally intelligent, and capable of balancing empathy and hospitality with confidence and authority when situations require it. We welcome candidates from all backgrounds and experience. If you can demonstrate many of the skills below, we encourage you to apply - full training will be provided. **Essential Skills and Experience** - Computer proficiency, included but not limited to: Google Workspace, Apple Products, SevenRooms, Spektrix, WhatsApp Business, Zendesk - Excellent communication over the phone, in person and through email - Impeccable use of English syntax, spelling and grammar - Comfortable remaining professional but approachable while engaging with a diverse audience including; celebrities, influencers, investors and friends of the show - Takes initiative, troubleshoots and remains calm under pressure - Excellent time management - Ability to prioritise and carefully balance the needs of the business with customer care **Desirable Skills & Attributes** - Previous theatre venue experience or a passion for the arts, including West End theatre - Experience in luxury hospitality, nightlife, VIP hosting, or live entertainment environments **What You’ll Bring** - A genuine passion for customer care and creating unforgettable experiences - A thoughtful, responsive approach to guest needs, with the ability to handle a wide range of customers and situations - Energy, professionalism, and a positive attitude that contributes to a welcoming environment **Why Join Us?** Step into the energy of Magic Mike Live - where world-class entertainment, unforgettable moments, and a global stage come together. From London to productions around the world, you’ll be part of a team that brings bold, high-impact experiences to life while sharing in the atmosphere, creativity, and buzz that make each performance unique. If you’re drawn to live entertainment that’s dynamic, exciting and immersive, this is a place where your work directly contributes to the magic. *Free Association Live is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all individuals regardless of background or protected characteristics.*