Director of Hospitality

The Director of Hospitality owns the vision, design, and execution of the PopStroke guest experience across all venues, ensuring it is both exceptional and consistently delivered at scale. This role sits at the intersection of hospitality and systems, partnering closely with Digital, Product, and Operations to create a seamless end-to-end experience across all guest touchpoints, from website and app interactions to in-venue service and team behaviors. This leader ensures that what is designed digitally is executed flawlessly in the field, eliminating gaps between system intent and real-world experience.This leader brings elevated hospitality from premier brands, translating it into scalable behaviors for high-energy, multi-unit venues.The role is highly field-based, with significant time spent in venues teaching, coaching, and embedding hospitality daily.Reports To: VP of Operations What Success Looks Like• PopStroke earns recognition for consistently outstanding, standout experiences.• Digital and in-venue experiences feel seamless and intentionally connected• Hospitality is visible, felt, and repeatable across every location• Teams understand not just what to do, but how to create great experiences using the tools provided• New venues open with strong hospitality execution from Day 1• Leaders in the field actively coach and reinforce experience standards• Guests leave feeling welcomed, engaged, and eager to returnKey ResponsibilitiesHospitality Vision & Ownership• Define and continuously evolve the PopStroke hospitality philosophy and standards• Establish a clear, differentiated experience aligned with brand, scale, and pace• Own how hospitality is understood, prioritized, and delivered across the organizationEnd-to-End Experience Design• Design the full guest journey across both digital and physical touchpoints, including:o Website and pre-arrival experienceo Arrival and check-ino Ordering and serviceo Gameplayo Food & beverageo Departure and post-visit engagement• Identify key moments that create emotional connection and memorability• Build frameworks that balance elevated experience with operational efficiencyDigital & Experience Integration• Partner closely with Digital, Product, and Marketing teams to co-design the guest experience• Ensure alignment between digital touchpoints (app, website, screens, SMS, rewards) and in-venue execution• Translate digital journeys into clear, executable behaviors for frontline teams• Prevent breakdowns where digital intent and operational execution diverge• Leverage digital tools to enhance, not replace, human hospitality• Provide field-driven feedback to improve digital systems based on real-world useField Training & Team Development• Develop and deliver hands-on hospitality training for:o Frontline team memberso Managerso Operating Partners / GMs• Create tools and materials that are:o Simpleo Actionableo Easy to implement in real time• Personally led field training to ensure concepts result in practical behaviorsIn-Venue Execution & Coaching• Spend significant time in venues observing and improving the guest experience• Coach leaders and teams on:o Guest interactiono Energy and presenceo Ownership of the experience• Identify gaps quickly and implement practical, scalable solutionsRollout of Initiatives• Lead the rollout of hospitality initiatives across all locations• Ensure new standards, tools, and programs are:o Clearly communicatedo Properly trainedo Consistently adopted• Partner with Operations to embed changes into daily execution, not just training sessionsContinuous Improvement & Innovation• Bring forward ideas inspired by best-in-class hospitality and experience brands• Test and refine concepts in select markets before scaling• Continuously raise the bar on what "great" looks like at PopStrokeMeasurement & Feedback• Define how hospitality success is measured across the business• Leverage guest feedback, reviews, and in-field observations• Translate insights into clear, actionable improvements• Ensure accountability without overcomplicating executionVenue Impact• Teams confidently deliver a consistent, high-quality guest experience• Digital tools and in-person service feel like one cohesive experience• Hospitality becomes part of how the business operates, not an add-on• Leaders actively coach hospitality behaviors on every shift• Experience becomes a key driver of repeat visits and brand loyaltyQualifications• Bachelor's degree in Hospitality, Business, Operations, Marketing, or related field preferred• 7+ years of multi-unit hospitality, guest experience, or operations leadership experience within premium hospitality, experiential, restaurant, resort, or entertainment brands• Proven experience designing, implementing, and scaling hospitality standards across multiple locations• Strong understanding of both in-person service execution and digital guest experience integration• Experience partnering cross-functionally with Digital, Product, Marketing, and Operations teams to execute cohesive guest journeys• Demonstrated success developing hospitality training programs, coaching leaders, and improving frontline execution• Ability to translate elevated hospitality concepts into practical, scalable systems and behaviors• Strong operational acumen with the ability to identify gaps and implement solutions quickly in fast-paced environments• Excellent communication, leadership, presentation, and influence skills across all organizational levels• Highly organized with strong project management and rollout execution capabilities• Builder mentality with the ability to create structure, standards, and processes from the ground up• Comfortable working in a highly field-based role with frequent travel (50%+)• Experience within hospitality-driven entertainment, lifestyle, resort, or experiential brands strongly preferredIdeal Profile• Experience with best-in-class hospitality brands (e.g., Four Seasons, Ritz-Carlton, luxury resorts, premium experiential concepts)• Proven ability to design and scale guest experience across multiple locations• Experience partnering cross-functionally with digital/product teams to build integrated experiences• Strong background in training, coaching, and frontline team development• Ability to translate elevated hospitality into simple, repeatable behaviors that align with systems and tools• High energy and field-oriented. Must be comfortable spending 50%+ of time traveling and working in venues• Credible operator who can influence GMs and teams without overcomplicating• Builder mindset that can create structure and systems from the ground upMeasures of Success• Consistency of guest experience across all locations• Guest satisfaction and feedback trends• Alignment between digital design and in-venue execution• Adoption of hospitality standards in the field• Speed to proficiency for new team members and new store openings• Observable improvement in in-venue

Created: 2026-05-08