Senior Hospitality Experience Associate

Rocket Mortgage•Detroit, MI

4d•Onsite

About The Position

The Senior Hospitality Experience Associate plays a key role in supporting the operational success of Bedrock's hospitality partners across our portfolio of properties & spaces in Detroit and Cleveland. Serving as a primary point of contact, this role builds strong partner relationships while coordinating projects, programs, and operational initiatives that enhance the guest experience and the day-to-day operations. Working closely with the Senior Manager, Hospitality Experience, the Senior Hospitality Experience Associate collaborates with internal teams, hospitality partners, tenants, vendors, and community organizations to deliver engaging experiences, improve operational performance, and support strategic hospitality initiatives. This role combines relationship management, project coordination, operational data analysis, and cross-functional collaboration to help create vibrant destinations and ensure hospitality partners are positioned for long-term success.

Requirements

Bachelor’s degree in Hospitality Management, Event Planning, Marketing, Communications, Project Management, or a related field, or equivalent relevant experience.
3–5 years of experience in hospitality operations, tenant relations, account management, project management, or a related field.
Ability to represent Bedrock in a professional manner consistent with Bedrock’s mission, vision, and core values.
Demonstrates sound judgment and the ability to independently manage assigned workstreams while escalating complex issues appropriately.
Knowledge of hospitality operations, guest experience, tenant relations, project coordination, and operational performance measurement.
Ability to identify operational trends, analyze performance data, and develop recommendations that support continuous improvement.
Ability to manage multiple priorities, build effective relationships with hospitality partners and stakeholders, and deliver results within established budgets and timelines.
Communication: Effectively communicates information clearly and professionally, adapts messaging to the audience, and builds positive working relationships with residents, guests, and team members.
Planning & Organization: Manages time and priorities effectively, adapts to changing needs, and executes tasks with attention to detail and accuracy.
Problem Solving: Identifies and addresses routine issues using sound judgment, collaborates with others as needed, and escalates more complex situations appropriately.
Culture & Ethics: Demonstrates integrity, professionalism, and respect in all interactions, contributing to a positive and inclusive environment aligned with organizational values.
Technical Skills: Demonstrates the skills and knowledge needed to perform role responsibilities effectively and collaborates with others to support team and organizational goals.
Leadership & Accountability: Demonstrates accountability by setting and meeting expectations, taking ownership of responsibilities, building positive relationships, modeling organizational values, and adapting effectively to change.

Nice To Haves

Experience analyzing data, creating reports, and developing recommendations to support operational decision-making preferred.

Responsibilities

Coordinate assigned hospitality partner relationships, helping ensure consistency in service standards, operational effectiveness, and overall guest experience quality.
Contribute recommendations for operational systems, processes, and best practices to improve efficiency, guest experience, and business outcomes.
Collect, track, analyze, and organize operational data and performance metrics to support reporting, measure success, and inform decision-making.
Evaluate operational and hospitality performance trends and provide recommendations to enhance guest satisfaction and operational outcomes.
Contribute to the development and execution of hospitality-focused programs, promotions, seasonal campaigns, and experiential initiatives in collaboration with partners to drive guest engagement and foot traffic.
Coordinate assigned hospitality and experience-driven projects, ensuring timelines, deliverables, and stakeholder communications remain aligned.
Evaluate program effectiveness by gathering feedback, compiling results, and identifying opportunities for continuous improvement.
Coordinate with vendor partners to support the execution of events, activations, and programming designed to drive engagement with Bedrock amenities and properties.
Identify and facilitate connections between hospitality partners, Bedrock’s Family of Companies (FOCs), and local Detroit and Cleveland businesses to support collaboration and value creation.
Provide regular updates and recommendations to leadership regarding project status, operational performance, and hospitality initiatives.
Other duties as assigned.