Guest Experience Director - Hospitality Leadership

Socket.dev; New York (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Weekly wages (Wages paid weekly)

401k savings plans

Medical, dental and vision insurance

Commuter benefits

Employee discounts

Growth opportunity

Job summary

Motek, an Eastern Mediterranean concept restaurant, is seeking a Service Director to oversee all guest-facing service operations across departments in Florida and New York.

You will set service standards, lead front-line and supervisory staff, collaborate with HR on training, and drive guest satisfaction, operational efficiency, and revenue growth while ensuring health, safety, and brand standards. Flexible hours include evenings and weekends.

Qualifications

• Bachelor's degree in hospitality management, Business, or related field (or equivalent experience) preferred.
• 5+ years of progressive experience in hospitality management, with at least 2 years in a leadership role.
• Proven track record of improving guest satisfaction metrics.
• Strong leadership, coaching, and conflict-resolution skills.
• Excellent verbal and written communication.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Responsibilities

• Develop, implement, and enforce service standards and protocols across all guest touchpoints (front desk, dining, concierge, housekeeping coordination, etc.)
• Lead, mentor, and evaluate department managers and supervisors; foster a culture of hospitality excellence.
• Monitor guest feedback (surveys, reviews, direct complaints) and translate insights into actionable service improvements.
• Partner with HR on training programs for service staff.
• Collaborate with all operational management members, such as General Manager and Events teams to ensure seamless guest experiences.
• Handle escalated guest issues and complaints with professionalism and swift resolution.
• Track and report on key service metrics (guest satisfaction scores, NPS, response times, etc.).
• Ensure compliance with health, safety, and brand standards.

Skills

Leadership

Guest satisfaction

Communication

Conflict resolution

Training

Education

Bachelor's degree in hospitality management

Job description

Motek, an Eastern Mediterranean concept restaurant, is seeking a Service Director to oversee all guest-facing service operations across departments in Florida and New York.

You will set service standards, lead front-line and supervisory staff, collaborate with HR on training, and drive guest satisfaction, operational efficiency, and revenue growth while ensuring health, safety, and brand standards. Flexible hours include evenings and weekends.