Director of Service Excellence

Metropolis • Orlando, FL

7h • Hybrid

About The Position

Metropolis is seeking a Director of Service Excellence to serve as a high-impact, field-oriented leader dedicated to elevating hospitality execution across its Southeast operations. This role bridges the gap between corporate strategy and field performance by driving consistent, accountable, and measurable improvements in the guest experience through coaching and leadership development. The Director will act as a strategic partner to market leaders, providing expertise to stabilize underperforming accounts and ensure Metropolis standards from day one for new location start-ups and transitions.

Requirements

• 5+ years of experience in hospitality, training facilitation, customer service, or human resources
• Demonstrate a proven track record of facilitating training and driving engagement in multi-unit environments
• Pivot between high-level strategic consulting and hands-on frontline training
• Communicate exceptionally to influence senior stakeholders and engage staff
• Manage complex shared travel and site-visit calendars with strong organization
• Exhibit a partnership mindset while excelling in teamwork across operations and people teams
• Maintain a deep commitment to internal stakeholder success and external guest excellence
• Utilize Google Workspace and Microsoft Office Suite for reporting and presentation needs
• Willingness to travel 40% – 60% within the Southeast Region

Responsibilities

• Define, evolve, and drive service standards across all valet and hospitality operations
• Conduct site evaluations and quality assurance audits to identify performance gaps
• Collaborate with local leaders and clients to execute targeted action plans for success
• Ensure corporate-driven programs are fully executed and maintained at the site level
• Deliver needs-based training for frontline associates through classroom and hands-on coaching
• Partner with Corporate Learning & Development to design bespoke training programs
• Manage the full training lifecycle, including delivery, measurement, and rigorous follow-up
• Organize training logistics, including venues, transport, and accommodations
• Lead turnaround efforts for underperforming operations and support new location start-ups
• Act as the hospitality subject matter expert for high-visibility operational events and premier accounts

Benefits

• healthcare benefits
• a 401(k) plan
• short-term and long-term disability coverage
• basic life insurance
• a lucrative stock option plan
• bonus plans

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees