Senior Director, Guest & Employee Experience Services – Hospitality

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

About the Role:

Are you a seasoned hospitality professional ready to shape the future of workplace experience for one of our marquee clients? This is an exceptional opportunity for a leader passionate about elevating service delivery and pioneering innovative workplace solutions.

The Senior Director, Guest & Employee Experience Services will oversee all experience-focused services on the client account, including soft services, amenity programming, customer experience training, and operations. This role requires driving an integrated hospitality service offering that transforms how employees and guests experience the workplace—from reception and fitness to food services, events, mail operations, and beyond.

You will deliver exceptional client service while advancing your professional capabilities in a dynamic, client-facing environment that demands excellence from C-Suite interactions to frontline engagement.

Key Responsibilities:

Strategic Leadership & Client Partnership
Partner closely with Account Leadership and the client to understand strategic objectives and priorities for Guest & Employee Experience Services across the account. Develop comprehensive business plans that enhance employee engagement, increase productivity, reduce costs, mitigate risks, and create measurable value for both the client and JLL.

Operational Excellence
Manage operational implementation of experience-focused hospitality services, developing innovative programs, tools, and processes while seamlessly integrating underlying service components. Establish and maintain sound management frameworks for appropriate staffing levels in accordance with client service level agreements and operational requirements.

Service Delivery & Vendor Management
Develop and implement guest experience and employee experience training plans that enable exceptional service delivery globally across the account. Monitor and manage third-party vendor performance related to soft services and hospitality delivery, ensuring consistent quality standards. Anticipate and respond proactively to the needs and concerns of multiple stakeholders.

Risk Management & Continuous Improvement
Proactively identify and escalate risks and issues at the account level, including audit findings, client feedback, vendor service matters, information security concerns, and impacts to account KPIs. Drive a culture of continuous improvement and innovation by leveraging business intelligence, adopting best practices at the IFM platform level, and participating in the development of new tools, process improvements, and service delivery efficiencies.

Qualifications:

Education & Experience
Bachelor's degree required. 10+ years of progressive experience in hospitality operations, soft services, facility management, or commercial real estate preferred. Ideal candidates may have led food and beverage or hospitality programs in luxury hospitality environments

Core Competencies
Exceptional guest service orientation with genuine passion for hospitality excellence. Proven leadership capabilities with demonstrated ability to manage multiple priorities and deliver results in fast-paced, highly matrixed environments. Track record of initiative, integrity, and sound judgment.

Technical & Analytical Skills
Strong analytical and financial aptitude with ability to gather data, assess complex situations, and develop solutions quickly. Highly collaborative with excellent interpersonal skills. Outstanding verbal and written communication abilities with capacity to engage professionally at all organizational levels.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

200,000.00 – 230,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.