Vice president of Hospitality

StaffedUp; Baltimore (MD); On-site; USD 180,000 - 240,000; Full time

Job summary

FTK Hospitality Baltimore is seeking a dynamic Vice President of Hospitality to join our executive team, supporting a growing portfolio of venues across 10+ markets. Reporting to the COO, you will define guest service standards and drive operational excellence across a multi-property portfolio.

You will lead training, onboarding, and leadership development, while overseeing QA programs and guest-experience metrics. This full-time executive role requires travel, nights, and weekends as needed.

Qualifications

• Significant multi-unit, multi-property, or regional leadership experience in hospitality operations.
• Direct P&L and operating experience in high-volume guest-facing businesses such as restaurants, bars, entertainment venues, or mixed-use destinations.
• Proven expertise in designing and implementing service standards, operating systems, and performance measurement tools.
• Strong background in training and development, with a track record of influencing frontline staff and management behavior.
• Demonstrated ability to build a culture of accountability, recognition, and continuous improvement.
• Understanding of premium hospitality and ability to adapt service principles to entertainment-driven environments.
• Exceptional communication, facilitation, and executive presence; ability to influence results without direct reporting authority.

Responsibilities

• Lead guest experience strategy across multiple venues, translating vision into actionable service standards.
• Design and implement operating systems that connect service, training, onboarding, coaching, QA, and recognition.
• Partner with property leaders to resolve guest experience challenges in high-volume environments.
• Oversee onboarding, hospitality training, and manager certification programs with HR and Training teams.
• Develop and manage a guest experience scorecard to track satisfaction, reviews, and QA outcomes.
• Coach leaders to foster accountability, recognition, and continuous improvement across properties.
• Ensure new venues launch with embedded hospitality standards in recruiting, training, and opening procedures.

Skills

Leadership

P&L management

Operational excellence

Training & development

Executive presence

Hospitality standards

Education

Bachelor’s degree

Executive experience

Job description

Vice President of Hospitality – Full Time
FTK Hospitality Baltimore | Washington, DC – Maryland Market

Job Summary
FTK Hospitality Baltimore is seeking a dynamic Vice President of Hospitality to join our executive team, supporting a rapidly growing portfolio of restaurants, bars, entertainment venues, and mixed-use destinations across 10+ high-profile markets. Reporting directly to the Chief Operating Officer, you will define and elevate guest service standards while driving operational excellence for a multi-property hospitality and entertainment company. This is an exciting opportunity to shape the guest experience, develop leaders, and enhance our hospitality culture in a fast-paced, energetic environment.

Key Responsibilities

• Guest Experience Leadership
  • Establish and maintain company-wide hospitality and service standards, translating vision and values into actionable behaviors across all venues.
  • Adapt guest-facing and leadership behaviors to fit each restaurant, bar, sports bar, or entertainment concept.
• Operational Excellence
  • Design and implement practical operating systems that connect service standards, training, onboarding, coaching, quality assurance, and recognition programs.
  • Partner with property leaders to address and resolve systemic guest experience challenges in high-volume, fast-paced kitchen and restaurant environments.
• Training & Development
  • Lead the creation of onboarding, hospitality, and manager certification programs in coordination with HR and Training teams.
  • Develop train-the-trainer and field coaching initiatives to ensure skill proficiency among hospitality and kitchen staff, restaurant managers, and front-of-house teams.
• Quality Assurance & Performance Measurement
  • Oversee a robust quality assurance program including property visits, mystery shops, and brand-standard audits.
  • Develop and manage a Guest Experience Scorecard to track satisfaction, reviews, service recovery, and QA outcomes, turning insights into operational priorities.
• Culture & Leadership Development
  • Coach property leaders on hospitality leadership, accountability, and frontline engagement to foster a culture of continuous improvement and recognition.
  • Implement recognition programs that celebrate exceptional guest service and operational achievements.
• Opening & Scaling
  • Ensure new venues or acquisitions launch with hospitality standards embedded in recruiting, training, and opening procedures.
  • Document and scale best practices from top-performing locations across the portfolio.

Requirements

• Significant multi-unit, multi-property, or regional leadership experience in hospitality operations.
• Direct P&L and operating experience in high-volume, guest-facing businesses such as restaurants, full-service restaurants, bars, entertainment venues, gaming, hotels, or mixed-use hospitality.
• Proven expertise in designing and implementing service standards, operating systems, training structures, and performance measurement tools.
• Strong background in training and development, with a track record of influencing frontline staff and management behavior.
• Demonstrated ability to build a culture of accountability, recognition, and continuous improvement.
• Understanding of premium hospitality and ability to adapt service principles to vibrant, entertainment-driven environments.
• Exceptional communication, facilitation, and executive presence; able to influence results without direct reporting authority.
• Strong analytical skills for interpreting guest feedback, operational data, and QA findings.
• Bachelor’s degree or equivalent executive experience required.
• Ability to travel frequently and work nights and weekends as needed.

Schedule

• Full-time executive role with travel required across properties.
• Flexibility to work nights and weekends based on business needs.

Why You’ll Love Working Here

• Opportunity to shape guest experience and operational excellence across a diverse, growing hospitality portfolio.
• Collaborative, high-energy executive environment that encourages leadership and innovation.
• Competitive executive compensation package including base salary, bonus potential, and comprehensive benefits.
• Chance to build and scale best-in-class hospitality practices with the support of a talented team.
• Culture of recognition, empowerment, and professional growth.