Director of Hospitality Operations

The Wilkinson Firm•Charlotte, NC

3d•Onsite

About The Position

You open and run the Charlotte market for The Wilkinson Firm's hospitality and event staffing division. Every client property within about an hour of uptown is yours: the bench, the event calendar, the captains and event leads, the quality on every floor, and the relationship with each banquet director, housekeeping director and general manager we serve. You are the operator the General Manager calls, and the leader our people follow. Charlotte is our next full market, with a commitment to a 100-person W-2 hospitality team by the end of 2027. The Director is the first hire; the bench is built under you.

Requirements

5 or more years of hotel banquet, catering, convention services or hospitality staffing operations, with at least 2 years leading managers
Experience staffing high-volume functions (500 or more guests) and running multiple properties or accounts at once
A hiring and development record: you have built teams, not just supervised them
Comfort with labor math: pay bands, bill rates, overtime, and margin
Reliable transportation; evenings and weekends when the calendar calls for it

Responsibilities

Delivery: every event staffed to order, on time, to standard, with a designated Event Lead on every crew
The bench: recruiting, onboarding, paid training and Captain School cohorts, in partnership with the Staffing Manager and Service Manager who report to you
Client operations: pre-event planning, post-event reviews, escalations, and the quarterly business review with each account
The numbers: fill rate, show rate, client satisfaction, labor margin, and retention for the market
Growth support: walking properties with sales, scoping new accounts, and standing up service for them inside two weeks of signature