Director of Hospitality and Service Excellence - Spectrum Center

Compass Group • Charlotte, NC

7d • Onsite

About The Position

Levy is seeking a passionate, dynamic Director of Hospitality and Service Excellence to join the leadership team at Spectrum Center, home of the Charlotte Hornets. This highly visible role champions a culture of hospitality and service excellence across Levy operations at the venue. The Director develops and executes service strategies, training programs, and engagement initiatives to elevate the guest experience at every touchpoint, working closely with Levy leadership, operational teams, and venue partners.

The role brings hospitality standards to life by ensuring team members are inspired, prepared, and empowered to deliver exceptional experiences for every guest and event. The Director provides visible, hands-on leadership during events, develops leaders and team members, collaborates across food and beverage operations, and uses guest feedback and performance information to continually improve service. The position supports high-profile events, VIP experiences, special events, and other business needs requiring elevated service.

The successful candidate has progressive leadership experience in a service-driven environment and a proven record of developing hospitality, training, or guest-service programs. A bachelor's degree in a related field is preferred. The schedule is flexible according to the event calendar and includes evenings, weekends, and holidays.

Requirements

• At least 5 years of progressive leadership experience in hospitality, guest experience, food and beverage, hotels, restaurants, sports and entertainment, or a related service-driven environment.
• Proven experience developing and implementing hospitality, training, or guest-service programs.
• Demonstrated ability to inspire and influence teams at all levels of an organization.
• Exceptional communication, presentation, coaching, and relationship-building skills.
• Strong understanding of what creates memorable guest experiences in high-volume, fast-paced environments.
• Ability to translate hospitality standards into actionable behaviors and measurable results.
• Highly visible, hands-on leadership style and a passion for engaging directly with guests and team members.
• Strong organizational and project-management skills, with the ability to manage multiple priorities.
• Ability to work a flexible schedule based on the event calendar, including evenings, weekends, and holidays.
• Qualified candidates must be able to perform the essential functions of the position satisfactorily, with or without reasonable accommodation.

Nice To Haves

• Bachelor’s degree in Hospitality Management, Business, Communications, or a related field.

Responsibilities

• Champion Levy’s hospitality culture and establish consistent service excellence standards across premium, concessions, clubs, catering, and special events.
• Develop and implement hospitality and service training programs for hourly team members, supervisors, managers, and leaders.
• Act as a visible hospitality leader during events, engaging with guests and team members and identifying opportunities to improve the experience.
• Partner with operational leaders to ensure service standards are consistently delivered throughout the venue.
• Lead pre-event hospitality initiatives, service briefings, recognition programs, and ongoing team-member training.
• Establish measurable service standards and use guest feedback, observations, and performance data to identify trends and improvement opportunities.
• Partner with Human Resources and operational leadership to strengthen onboarding and embed hospitality expectations throughout the team-member experience.
• Coach and develop leaders to build strong hospitality behaviors and reinforce accountability for service standards.
• Create team-member recognition programs that celebrate outstanding hospitality and reinforce desired behaviors.
• Build relationships with venue partners and collaborate on initiatives for a seamless, memorable guest experience.
• Work cross-functionally with culinary, premium, concessions, catering, and operations teams to center hospitality in guest interactions.
• Support high-profile events, VIP experiences, special events, and other business needs requiring elevated service.
• Stay current on hospitality trends and best practices and bring forward ideas to evolve the guest experience.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance and AD&D
• Disability insurance
• Retirement plan
• Flexible Time Off Plan
• Paid parental leave
• Holiday time off, varying by site and state
• Personal leave
• Associate Shopping Program
• Health and wellness programs
• Discount Marketplace
• Identity Theft Protection
• Pet insurance
• Commuter benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed