Director of Hospitality and Guest Engagement

Compass Group•New York, NY

26d•$135,000 - $150,000•Onsite

About The Position

As the Director of Hospitality and Guest Engagement supporting a high-profile global financial services client, you will play a pivotal role in shaping an elevated hospitality experience for both employees and visitors. Drawing on guest experience data and insights, you will design and implement innovative hospitality strategies, training programs, and service initiatives that enhance satisfaction, build a strong culture of service, and set new standards for excellence across multiple locations. Location: Based in New York City (5 days/week onsite). Travel: Up to 15% travel to client sites in New York, Chicago, Miami, and Greenwich, CT.

Requirements

Bachelor’s degree in Hospitality Management or a related field (or equivalent experience).
Proven leadership experience in hospitality, fine dining, or food and beverage environments.
Strong track record of building and maintaining high-level client relationships.
Demonstrated expertise in service design, guest engagement, and brand standards.
Excellent communication, presentation, and change management skills.

Nice To Haves

Familiarity with Medallia or other customer experience platforms (preferred).
Bilingual skills are a plus.

Responsibilities

Provide vision and leadership to create a reimagined, best-in-class employee and client experience.
Serve as the primary point of contact for hospitality and guest engagement for a multi-site client portfolio.
Partner with corporate, client, and on-site leadership teams to set shared goals, develop action plans, and drive measurable outcomes.
Lead guest experience initiatives that consistently improve satisfaction scores and service quality.
Use guest feedback and experience data to create SMART goals and continuous improvement strategies.
Design, communicate, and deliver hospitality training programs that elevate service culture.
Conduct customer satisfaction surveys, facilitate focus groups, and implement findings into actionable improvements.
Stay ahead of hospitality and workplace experience trends to introduce innovative solutions and thought leadership.