Director of Hospitality and Service Excellence - Spectrum Center

The Opportunity

Levy is seeking a passionate and dynamic Director of Hospitality & Service Excellence to join our leadership team at Spectrum Center, home of the Charlotte Hornets and one of Charlotte’s premier sports and entertainment destinations.

This highly visible leadership role will champion a culture of hospitality and service excellence across all Levy operations at Spectrum Center. The Director will develop and execute service strategies, training programs, and engagement initiatives designed to elevate the guest experience at every touchpoint.

Working closely with Levy leadership, operational teams, and our venue partners, this individual will bring hospitality standards to life—ensuring our team members are inspired, prepared, and empowered to deliver exceptional experiences for every guest, every event.

Key Responsibilities

• Champion Levy’s hospitality culture and establish a consistent standard of service excellence across all food and beverage operations, including premium, concessions, clubs, catering, and special events.

• Develop and implement comprehensive hospitality and service training programs for hourly team members, supervisors, managers, and leaders.

• Serve as a visible hospitality leader during events, actively engaging with guests and team members and identifying opportunities to enhance the overall experience.

• Partner with operational leaders to ensure service standards are consistently executed across all areas of the venue.

• Lead pre-event hospitality initiatives, service briefings, recognition programs, and ongoing training designed to engage and motivate team members.

• Establish measurable service standards and utilize guest feedback, observations, and performance data to identify trends and opportunities for improvement.

• Partner with Human Resources and operational leadership to strengthen onboarding and ensure hospitality expectations are embedded throughout the team member experience.

• Coach and develop leaders to build strong hospitality behaviors within their teams and reinforce accountability for service standards.

• Create meaningful team member recognition programs that celebrate outstanding hospitality and reinforce desired behaviors.

• Build strong relationships with venue partners and collaborate on initiatives that support a seamless and memorable guest experience.

• Work cross-functionally with culinary, premium, concessions, catering, and operations teams to ensure hospitality remains at the center of every guest interaction.

• Support high-profile events, VIP experiences, special events, and other business needs requiring elevated levels of service.

• Stay current on hospitality trends and best practices, bringing innovative ideas and solutions to continuously evolve the guest experience.

What We're Looking For

• 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 with 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.

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

Who You Are

You believe great hospitality is about more than service—it is about how you make people feel. You naturally connect with others, lead with energy and authenticity, and understand how to turn everyday interactions into memorable experiences.

You are equally comfortable developing a service strategy, facilitating a training session, coaching a leader, or walking the venue during a sold-out event to ensure our guests and team members are having an exceptional experience.

Most importantly, you are passionate about creating a culture where hospitality is everyone's responsibility.