Office Experience Lead

Lockton; Plano (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Lockton is seeking an Office Experience Lead in Plano, Texas, to elevate the guest, client, and associate experience in their professional office. This role leads front-of-house hospitality operations, ensuring a personalized and memorable experience that sets the tone for excellence. Ideal candidates should have 3-5 years in hospitality, strong leadership and communication skills, and a detail-oriented mindset. Duties include managing vendor relationships and training hospitality coordinators. Join Lockton to make meaningful impacts through exceptional service.

Qualifications

• 3-5 years of experience in hospitality, guest services, or customer service.
• Strong leadership, communication, and interpersonal skills.
• Excellent attention to detail and a proactive, service-oriented mindset.

Responsibilities

• Lead and supervise day-to-day front-of-house hospitality operations.
• Design and deliver personalized touches that elevate routine interactions.
• Oversee meeting room readiness, catering coordination, and event execution.

Skills

Leadership

Communication

Attention to detail

Customer service orientation

Organizational skills

Education

High school diploma or equivalent

Associate or bachelor's degree in Hospitality or Business Administration

Tools

Microsoft Office

Job description

Your Responsibilities

Due to our continued growth and expanding business opportunities, we are seeking an Office Experience Lead to elevate the guest, client, and associate experience across our professional office environment. This role goes beyond traditional hospitality operations, serving as the architect of moments that matter. Inspired by the principals of Will Guidara, the Office Experience Lead creates thoughtful, personalized, and memorable experiences that differentiate our workforce and our brand. You will lead front of house hospitality operations, set the tone for service excellence, and embed a culture where anticipation, personalization, and intentionality define every interaction.

Experience Leadership

• Lead and supervise day-to-day front-of-house hospitality operations to ensure a welcoming, organized, and professional, high functioning environment
• Serve as the primary contact for guests, visitors, clients and associates, ensuring a high touch, white glove, quality experience from arrival to departure
• Proactively anticipate needs and identify opportunities to create unexpected, memorable moments that matter

Unreasonable Hospitality in Action

• Design and deliver personalized touches that elevate routine interactions (e.g. tailored meeting experiences, thoughtful guest recognition, curated details)
• Empower and coach team members to go beyond standard service and create above and beyond moments with intention
• Balance creativity with judgement – knowing when and how to elevate experiences in a way that aligns with brand and audience

Operation & Execution

• Oversee meeting room readiness, catering coordination, and event execution to ensure flawless delivery
• Maintain exceptional standards across all front facing spaces cleanliness, organization, and aesthetic consistency, bringing in office services accordingly
• Support EAs and internal stakeholders in planning & executing meetings, events and office functions
• Assist with physical setup and breakdown of meetings and events, as needed

Team Leadership

• Train, mentor, and provide directions to Hospitality Coordinators setting clear expectations for service excellence
• Foster a culture of ownership, pride and attention to detail within the team
• Lead by example, demonstrating composure, responsiveness, and professionalism in all interactions

Vendor & Stakeholder Management

• Manage relationships with vendors such as caterers and event service providers, including scheduling, service quality, and issue resolution ensuring high quality service and accountability
• Collaborate cross functionally with internal teams to deliver seamless experiences
• Address and resolve service issues quickly, with a solution-oriented mindset

Standards & Continuous Improvement

• Develop and maintain hospitality procedures, standards, and best practices
• Continuously assess and refine the workplace experience through feedback and observation
• Ensure consistent execution while identifying opportunities to innovate and elevate

Qualifications

• High school diploma or equivalent (associate or bachelor’s degree preferred in Hospitality, Business Administration, or related field)
• 3-5 years of experience in hospitality, guest services, or customer service
• Strong leadership, communication, and interpersonal skills
• Excellent attention to detail and a proactive, service-oriented mindset
• Excellent organizational, problem-solving, and multitasking abilities
• Ability to remain composed and make decisions in a fast-paced environment
• Proficiency with Microsoft Office and scheduling
• Demonstrated commitment to providing exceptional customer service

Extras That Lead to Super Stretch

• You don’t just manage hospitality & experience; you create experiences people remember
• You see every interaction as an opportunity to build connection and brand; you help us WIN
• You bring creativity, judgement, and heart to how work “feels,” not just how it functions