Director of Hospitality- Charlotte Corporate

The Director of Hospitality is responsible for overseeing all aspects of the hospitality operations on each luxury property, ensuring that residents and their guests receive exceptional service and that their needs are met promptly and efficiently. This role requires a dynamic leader who can anticipate resident and guest needs, coordinate with various departments, and create a welcoming and luxurious experience.   The ideal candidate will be a seasoned hospitality professional with a strong background in luxury or high-end service environments and the ability to lead multiple teams to deliver world-class service.

KEY RESPONSIBILITIES:

Leadership & Management:

• Provide strategic direction and leadership to the hospitality department, including the concierge, barista, security, and event management teams.
• Develop and implement hospitality policies, procedures, and standards that align with the company’s goals and brand image.
• Lead, mentor, and develop a high-performing team, fostering a culture of excellence, teamwork, and continuous improvement.
• Monitor and evaluate the performance of all hospitality services, ensuring they meet or exceed guest expectations.

Resident Experience:

• Ensure a consistently exceptional resident experience by setting and enforcing service standards across all touchpoints.
• Handle high-profile or sensitive resident or guest interactions, resolving issues promptly and effectively.
• Develop and implement satisfaction initiatives, leveraging feedback to continuously enhance the resident experience.
• Oversee the development and execution of various loyalty programs, ensuring personalized and memorable experiences for residents.

Operational Oversight:

• Oversee the day-to-day operations of the various on-site teams to ensure seamless service delivery.
• Work with each site team on scheduling, staffing, and resource allocation.
• Implement and maintain robust quality control processes, including regular inspections of all service areas.

Financial and Business Management:

• Develop and manage the hospitality department budget.
• Negotiate contracts with vendors and service providers to ensure favorable terms and high-quality services.
• Identify opportunities for expanding and enhancing hospitality services to meet market demand.
• Stay informed about industry trends, competitor activities, and emerging technologies, using insights to drive innovation and competitive advantage.

Compliance & Safety:

• Ensure all hospitality operations comply with local, state, and federal regulations, including health and safety standards.
• Develop and implement safety protocols and emergency response plans, ensuring the safety and well-being of residents, guests and staff.
• Conduct regular training sessions to ensure staff are knowledgeable and compliant with all relevant regulations and safety procedures.

QUALIFICATIONS:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 8 years of experience in the hospitality industry, with at least 3 years in a senior leadership role.
• Proven track record of managing large, multi-faceted hospitality operations, preferably in a luxury or high-end environment.
• Experience in hiring, training, and managing team members.
• Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Exceptional customer service orientation, with a deep understanding of resident and guest needs and expectations.
• Excellent communication, interpersonal, and negotiation skills.
• Proficiency in Microsoft Word, Outlook, and Excel.