Director of Guest Experience
About The Position
The Director of Guest Experience is responsible for elevating the end-to-end guest journey while driving incremental revenue through private events, catering sales, and high-touch VIP relationships. This role serves as the connective tissue between hospitality, sales, and brand, ensuring every guest interaction is intentional, personalized, and aligned with our standards of excellence. A key component of this role is the development and management of a Black Book VIP Concierge program, cultivating long-term relationships with high-value guests, corporate partners, community leaders, and repeat event clients. This role is both guest-facing and commercially strategic, combining warm hospitality with disciplined sales execution.
Requirements
- 5+ years of experience in hospitality, guest experience, events, or sales-driven roles
- Proven success in private event sales and/or catering revenue generation
- Strong relationship-builder with a natural concierge mindset
- Excellent communication, organization, and follow-through
- Comfortable working cross-functionally with operations, culinary, marketing, and leadership
- High emotional intelligence with the ability to read guests and anticipate needs
Nice To Haves
- CRM or database experience a plus (OpenTable, Tripleseat, etc.)
Responsibilities
- Own and elevate the full guest experience across dine-in, events, and catering touchpoints
- Establish hospitality standards that create consistency, warmth, and memorability
- Act as a visible presence for VIP guests, private events, and high-profile moments
- Partner with Operations to ensure service execution aligns with brand expectations
- Lead all private dining, buyouts, off-site catering, and special event sales
- Proactively generate new event and catering business through outreach, partnerships, and referrals
- Manage the full sales lifecycle: inquiry → proposal → contract → execution → follow-up
- Build customized event experiences that reflect guest needs and brand standards
- Collaborate with culinary and operations teams to deliver seamless event execution
- Track leads, conversions, and revenue performance against targets
- Develop and maintain a VIP Black Book of high-value guests, corporate clients, and community influencers
- Personally manage relationships with top-tier guests and repeat event clients
- Create bespoke experiences for VIPs (priority reservations, curated menus, private tastings, chef moments)
- Serve as the primary point of contact for VIP dining and event needs
- Work with Marketing and PR to identify and activate high-impact guest relationships
- Build strong relationships with local businesses, corporate offices, hotels, event planners, and community organizations
- Represent the brand at community events, networking functions, and partner activations
- Drive repeat visitation and referral business through personalized follow-up and engagement
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
