DIRECTOR OF HOSPITALITY EXCELLENCE - NATIONAL ACCO

Job Summary

The Director of Hospitality Excellence - National Accounts is a strategic leadership role responsible for leveraging existing hospitality platforms, customized to align with each National contract. This individual will work with the team to operationalize the hospitality program promoting overall customer client and employee experience. This role requires deep experience in food service operations, a strong understanding of B&I client & retail needs, and a passion for building long-term customer relationships.

While this role involves significant travel across the U.S., the ideal candidate will reside in the Pacific Northwest or Southwest region. Proximity to key business hubs in this area will support efficient travel and alignment with regional operations.

Key Responsibilities

• Own the hospitality cultural planning, in close collaboration with the Corporate VP of Hospitality and Regional Champions, Brand Strategy VP, and on-site leadership team.
• Lead, mentor, and develop a high-performing customer service team, fostering a culture of accountability and excellence. 
• Assisting in drafting and driving Nudge content (video & written) adoption.
• You will have a deep understanding of hospitality and the ability to train our teams to engage with guests in a warm, friendly way and genuine manner.
• Drive initiatives that positively impact the customer and employee experience.
• Directs the deployment of the Hospitality strategy and initiatives.
• Develop strong working relationships and partnerships with internal departments to support operations, culinary, human resources, and marketing/communications as well as client and vendors. 
• Develop, communicate, and execute hospitality training efforts, measurement of guest experience and initiatives that enhance team culture, ensuring achievement of core objectives are progressing using measurable milestone.
• Identifies improvement opportunities by staying current on customer/industry trends.
• Represents the company in a courteous, efficient, and friendly manner in all customer and employee interactions. 
• Provide regular reporting and insights to clients on service performance and improvement initiatives.
• Monitor KPIs and service metrics to ensure performance standards are met or exceeded. Develops action plans based on facts to improve quality of service.
• Participate in associate recognition programs and employee engagement initiatives.
• Professionally represent portfolio at sales presentations, leadership meetings and campus events.

Qualifications

• Bachelor’s degree in business administration, Hospitality Management, or related field (Master’s preferred).
• 8+ years of progressive experience in customer service or account management within the food service or hospitality industry.
• Proven experience managing national or large-scale accounts in the B&I sector.
• Strong leadership and team development skills.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency in CRM systems, customer service platforms, and data analytics tools.
• Experience with hospitality training, customer satisfaction surveys, and sentiment analysis tools.
• Ability to travel 65%-70% nationally as required.

Key Competencies

• Strategic Thinking
• Client-Centric Mindset
• Operational Agility
• Problem Solving
• Emotional Intelligence
• Change Management
• Hospitality Excellence
• Team Leadership
• Data-Driven Decision Making
• Attention-Based Analytics Proficiency
• Proficiency in PowerPoint & Excel