Chief of Hospitality & Client Experience

SDCC•San Diego, CA

2d•$219,196 - $335,472

About The Position

Under the general direction of the Deputy Chief Executive Officer, the Chief of Hospitality and Client Experience (CHCX) leads the client, attendee, and exhibitor experience at the San Diego Convention Center. This role oversees hospitality operations, event execution, and service delivery to ensure consistently high-quality outcomes for clients, partners, and guests and ensures sales strategy aligns with operational execution. Acts as the primary liaison with the San Diego Tourism Authority (SDTA) on the strategic planning, coordination, and execution of Citywide events, with the Vice President of Sales and the General Manager reporting directly to this role. The CHCX works in close partnership with the Chief of Infrastructure and Modernization to ensure seamless coordination between event operations and facility readiness, maintenance scheduling, and capital activities that impact client experience. The CHCX is a member of the Executive Team and contributes to enterprise-wide strategic planning, policy development, and organizational initiatives.

Requirements

Administration, Tourism Management, Event Management, Facilities Management, or a related field is required.
A minimum of ten (10) years of progressively responsible leadership experience in hospitality, convention center operations, large-scale event management, or a comparable client-centric environment, including experience leading complex operations, senior teams, and strategic partnerships, is required.
Equivalent combinations of education, certifications, and executive-level experience in large-scale hospitality, convention center, entertainment, or public assembly environments will be considered.
Strategic agility and critical evaluation
Proven experience building high-performing teams
Event operations & execution
Change leadership, delegation, motivation, & accountability
Excellent verbal and written communications skills. Ability to clearly articulate complex operational, contractual, and strategic concepts to diverse audiences, including executive leadership, Board members, clients, public safety partners, labor representatives, City and regional stakeholders, and the general public.
Demonstrated ability to read, analyze, and interpret business contracts, operating agreements, event specifications, safety protocols, and governmental regulations.
Proven skill in preparing executive-level reports, presentations, correspondence, and policy documents.
Must be able to professionally and diplomatically present information, facilitate discussions, manage sensitive conversations, and respond effectively to questions or concerns in high-pressure, public-facing, and event-driven environments.
Ability to analyze and interpret operational and financial data, including budgets, forecasts, service metrics, and performance dashboards. Must be able to compute rates, ratios, percentages, and trends to support decision-making related to event operations, staffing, and client experience outcomes.
Strong analytical and problem-solving skills. Ability to evaluate complex operational scenarios, balance competing priorities, and make sound decisions in dynamic event-driven environments. Ability to synthesize information from multiple sources and translate it into clear recommendations and action plans.
Exceptional interpersonal, leadership, negotiation, and conflict resolution skills.
Excellent organizational skills. Must be detail orientated.
Ability to lead with integrity, professionalism, and discretion.
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and familiarity with event management and reporting systems.
Ability to handle confidential information appropriately and operate effectively in a high-profile, public-sector environment.
Periodic travel to external meeting locations may also be required.
This position is primarily based on a standard Monday through Friday schedule to support internal operations and collaboration; however, the Convention Center operates on a 24/7, event-driven basis. The role requires flexibility to work evenings, weekends, and holidays as needed to support major events, client needs, and operational priorities, including on-site presence during peak activity periods.

Nice To Haves

A master’s degree in a related discipline is preferred.
The following certifications/credentials are beneficial and demonstrate advanced expertise relevant to hospitality, event execution, public assembly venues, and client experience leadership: Certified Venue Executive (CVE) or Certified Venue Professional (CVP) Certified Meeting Professional (CMP) Certified Hospitality Administrator (CHA) or comparable hospitality leadership credential Project Management Professional (PMP) or equivalent Public Assembly Facility Safety, Crowd Management, or Emergency Management certifications Labor relations, collective bargaining, or employment law related training or certifications Executive leadership or organizational development certifications relevant to large, complex, service-driven organizations

Responsibilities

Leadership, Strategy and Organizational Development Leads, mentors, and develops senior operational leaders, creating a culture of accountability, collaboration and service excellence. Provides clear direction, timely communication, expectations and performance management to ensure high-performing teams. Facilitates integration between event operations and facility planning through strong organizational coordination. Leads change initiatives for service delivery, event execution and client engagement strategies.
Key Stakeholder Engagement Provides regular event updates for the Sales, Marketing and Event Committee as well as reports out to the Board of Directors. Builds and maintains strong relationships with community leaders, industry partners, and internal and external stakeholders.
Strategic Planning & Executive Engagement Collaborates with the Senior Leadership and Board on strategic planning related to sales, event execution, and client experience. Provides executive-level analysis, reporting, and recommendations on operational performance, client outcomes, and service trends. Participates as a member of the Executive Team in shaping organizational strategy, policy, and annual planning efforts.
Client Experience & Event Execution Provides executive leadership over hospitality operations and event execution to deliver a best-in-class client, exhibitor, and attendee experience. Ensures alignment between sales commitments, event requirements, staffing plans, and operational delivery. Establishes and monitors service standards, performance metrics, and client satisfaction outcomes across all event types. Leads continuous improvement efforts to enhance service quality, responsiveness, and operational efficiency.
Sales, Partners & External Coordination Partners closely with the Sr. Vice President of Sales to align business development strategies with operational capacity and client experience objectives. Serves as the executive liaison for the SDTA partnership, supporting strategic planning, coordination, and execution oversight for Citywide events. Maintains strong relationships with key clients, industry partners, and stakeholders to support retention, repeat business, and long-term growth. Negotiates and executes revenue-related license agreements within delegated authority and in accordance with Board policy.
Safety, Risk & Operational Readiness Oversees the development and implementation of safety procedures, event readiness protocols, and emergency response coordination. Proactively identifies operational risks impacting events or client experience and develops mitigation strategies in coordination with executive peers. Ensures compliance with applicable laws, regulations, and internal policies related to event operations and hospitality services.
Financial & Workforce Oversight Monitors revenue and operating costs to budgets for all event operations activities. Provides executive oversight of represented and non-represented operational teams in coordination with Human Resources. Supports labor relations strategy as it relates to event operations and service delivery, including contract compliance and workforce planning, in partnership with HR and executive leadership.
Other duties may be assigned.

Benefits

Medical, Vision, and Dental Insurance Coverage (Employee and SDCC share in cost of coverage)
Retirement Plans: 403(b) and 457 Money Purchase Pension Plan (Paid in full by SDCC)
Paid Time Off (PTO): 21 accrued days to be used for vacation and sick paid time off
11 Paid Holidays
Employee Assistance Plan (Paid in full by SDCC)
Flexible Spending Accounts
Life and AD&D Insurance (Paid in full by SDCC, with additional voluntary coverage)
Disability Insurance (Paid in full by SDCC)
Supplemental Health Plans
Employee-Exclusive Discounts (discounts to 250+ retailers through Fun Express & Corporate Shopping)
Free onsite employee dining during shift at our Tides Cafe
Union employees should refer to their Collective Bargaining Agreement (CBA) for additional details (if applicable)