Director of Hospitality and Guest Relations

Scratch Restaurants Group•Los Angeles, CA

3d•Hybrid

About The Position

We are seeking an exceptional Director of Hospitality & Guest Relations to lead the guest experience for Scratch Restaurants Group in our Pasta Bar and Sushi by Scratch Restaurants properties. This multi-unit position provides a unique challenge and career progressiveness for the right candidate. This role requires a polished hospitality professional with strong leadership presence, emotional intelligence, and the ability to create unforgettable dining experiences while serving as the face of the brand. The ideal candidate brings confidence, sophistication, and a natural swagger that earns respect from both guests and on-site teams. This candidate understands fine dining hospitality, anticipates guest needs before they arise, and thrives in a fast-paced, service-driven environment. In addition to overseeing hospitality standards locally, this position will provide nationwide support and mentorship to smaller on-site teams across multiple locations, ensuring consistency in guest experience, service culture, and operational excellence throughout the organization.

Requirements

5+ years of leadership experience in fine dining, luxury hospitality, or upscale guest relations
Proven ability to lead, coach, and inspire teams across multiple locations
Exceptional communication and interpersonal skills
Strong leadership presence with the ability to motivate and command respect from teams
High attention to detail and passion for guest satisfaction
Experience working with VIP clientele and elevated service standards
Comfortable with travel and supporting operations nationwide
Calm under pressure with strong problem-solving abilities
Professional appearance and polished demeanor

Nice To Haves

Someone who can own the room, elevate the energy of the restaurant, connect authentically with guests, and inspire teams across the country to consistently deliver a five-star dining experience.
This is not just a hospitality role — it’s a leadership position for someone who understands that exceptional service is an art form and culture starts with presence.

Responsibilities

Lead and oversee all guest relations and hospitality initiatives
Serve as the primary ambassador of the restaurant’s culture and service standards
Build strong relationships with VIP guests, repeat clientele, and partners
Support front-of-house teams with training on the reservation platform and best guest relations practices.
Travel as needed to assist with training, openings, service standards, and operational support
Collaborate closely with management, culinary, and front-of-house teams to ensure seamless service execution
Resolve guest concerns with professionalism, discretion, and urgency
Train and develop teams on elevated hospitality standards and guest engagement
Maintain a strong floor presence during service when on site and lead by example in all aspects of the position.