EXPERIENCE DIRECTOR

Job Summary

FLIK Hospitality Group is seeking an influential, executive-facing Director of Experience to serve as a brand evangelist, culture champion, and strategic partner across the business. This leader will rally senior leaders, managers, and frontline teams around FLIK’s culture, values, service behaviors, and guest experience standards—translating strategy into practical actions that strengthen engagement, retention, and operational consistency.

The Director will lead enterprise experience strategy, oversee Platinum Service programming, and partner with operations and cross-functional leaders to activate Platinum Service in a way that is visible, measurable, and deeply connected to the associate and guest experience.

This role reports to the Vice President of Experience & Operational Excellence and serves as a senior experience partner across the entire sector.

Key Responsibilities:

Enterprise Experience Leadership

• Set the enterprise experience agenda and connect FLIK’s culture, brand, and service priorities to business outcomes.
• Influence senior and executive leaders to visibly sponsor experience priorities and model expectations across the organization.
• Represent Experience in leadership forums, client conversations, business reviews, openings, transitions, and recovery planning.

Platinum Service & Brand Activation

• Own the Platinum Service strategy, annual manager certification, and experience roadmap to ensure the program remains relevant, scalable, and high-impact.
• Create practical manager and frontline resources, including playbooks, recognition approaches, storytelling frameworks, and training reinforcement.
• Support client-site trainings so teams can consistently translate Platinum Service into daily hospitality behaviors.

Culture, Inclusion & Team Enablement

• Partner with operations leaders, Experience ambassadors, and field teams to strengthen associate connection and manager effectiveness.
• Liaise with the Culture and Inclusion team to align experience programming with enterprise culture priorities, inclusive leadership practices, belonging initiatives, and associate engagement efforts.
• Coach leaders to use recognition, storytelling, and field insights to build people-centered service environments.

Insights, Measurement & Continuous Improvement

• Use Voice of Associate, Voice of Customer, PlatinumLOVE, and operational KPIs to identify trends and prioritize action.
• Translate performance data and field feedback into clear recommendations that improve guest satisfaction, associate retention, client confidence, and operational execution.
• Share progress, opportunities, and impact stories with leadership in a concise, action-oriented manner.

Qualifications:

• 7–10 years of progressive experience in hospitality leadership, experience management, culture activation, client service excellence, or a related field.
• Demonstrated ability to influence senior leaders, build cross-functional alignment, and rally teams around shared culture, brand, and service priorities.
• Exceptional facilitation, storytelling, executive communication, and presentation skills; able to inspire action through data, insights, and narrative.
• Advanced capabilities with creating presentations in Microsoft PowerPoint and/or Canva.
• Experience designing, scaling, and measuring training, recognition, engagement, or service-excellence programs across complex portfolios.
• Strong analytical acumen with the ability to use dashboards, associate feedback, guest insights, and operational metrics to guide decisions and measure impact.
• Collaborative, inclusive leadership style with strong partnership skills across Operations, HR, Learning and Development, Culture and Inclusion, Culinary, Wellness, and client teams.
• Ability to manage multiple priorities in a fast-paced environment and travel up to 50%.