Office Experience Lead

Lockton•Plano, TX

About The Position

The Office Experience Lead elevates the guest, client, and associate experience across a professional office environment. The role leads front-of-house hospitality operations, sets the tone for service excellence, and fosters a culture of anticipation, personalization, and intentionality in every interaction. Inspired by the principles of Will Guidara, the lead creates thoughtful, personalized, and memorable experiences that distinguish the workforce and brand. The role oversees daily hospitality operations, meeting room readiness, catering coordination, event execution, and the standards of cleanliness, organization, and aesthetic consistency in front-facing spaces. It supports executive assistants and internal stakeholders with meetings, events, and office functions, and may assist with physical setup and breakdown. The lead trains and mentors Hospitality Coordinators, manages vendor relationships, collaborates across teams, resolves service issues, and develops and refines hospitality procedures and workplace experiences.

Requirements

High school diploma or equivalent.
3–5 years of experience in hospitality, guest services, or customer service.
Strong leadership, communication, and interpersonal skills.
Excellent attention to detail and a proactive, service-oriented mindset.
Excellent organizational, problem-solving, and multitasking abilities.
Ability to remain composed and make decisions in a fast-paced environment.
Proficiency with Microsoft Office and scheduling.
Demonstrated commitment to providing exceptional customer service.

Nice To Haves

Associate or bachelor’s degree, preferably in Hospitality, Business Administration, or a related field.
Ability to create memorable experiences, build connection and brand through interactions, and bring creativity, judgment, and heart to the workplace experience.

Responsibilities

Lead and supervise day-to-day front-of-house hospitality operations to maintain a welcoming, organized, professional, and high-functioning environment.
Serve as the primary contact for guests, visitors, clients, and associates, providing a high-touch experience from arrival to departure.
Anticipate needs and identify opportunities to create memorable experiences.
Design and deliver personalized touches, such as tailored meeting experiences, guest recognition, and curated details.
Empower and coach team members to create thoughtful, above-and-beyond service moments while exercising sound judgment consistent with the brand and audience.
Oversee meeting room readiness, catering coordination, and event execution.
Maintain cleanliness, organization, and aesthetic consistency in all front-facing spaces, bringing in office services as needed.
Support executive assistants and internal stakeholders in planning and executing meetings, events, and office functions.
Assist with the physical setup and breakdown of meetings and events as needed.
Train, mentor, and direct Hospitality Coordinators, setting clear expectations for service excellence.
Foster team ownership, pride, and attention to detail, and lead by example with composure, responsiveness, and professionalism.
Manage vendor relationships, including scheduling, service quality, and issue resolution, to ensure quality service and accountability.
Collaborate with internal teams to deliver seamless experiences.
Resolve service issues quickly with a solution-oriented mindset.
Develop and maintain hospitality procedures, standards, and best practices.
Assess and refine the workplace experience through feedback and observation, ensuring consistent execution while identifying opportunities to innovate and elevate.