Head of Guest Experience

JBJ's Nashville is seeking a Head of Guest Experience to own and elevate how our venue feels - every night, on every floor.This role is responsible for designing, protecting, and continuously improving the end-to-end guest experience at one of Nashville's most iconic, high-volume entertainment destinations. You'll work closely with Operations, General Managers, Marketing, and Programming to ensure that what guests experience inside the building consistently delivers on the JBJ's brand promise.This is not a traditional operations role. It is a brand-forward leadership position focused on experience, energy, and execution at scale.What You'll DoGuest Experience StrategyOwn the guest journey from arrival to exit across all floorsDefine and maintain experience standards for vibe, service interactions, and energyEnsure consistency across dayparts, events, and peak volume periodsEvent & Moment DesignDesign guest experience playbooks for key event types (DJ nights, game days, artist appearances, holiday weekends)Map the emotional arc of events and identify key "moment" opportunitiesPartner with Operations and Marketing to ensure events deliver on creative intentFloor-by-Floor Experience DesignDefine the purpose, energy, and flow of each floorIdentify and eliminate friction points that negatively impact guest experienceEnsure energy is balanced and intentional throughout the venueStaff Experience & CultureDevelop experience-based training focused on tone, language, and guest engagementCoach leadership teams on how to embody the JBJ's brand on the floorReinforce a culture of hospitality, energy, and accountabilityVIP & High-Value Guest ExperienceDesign and uphold standards for VIP and premium guest experiencesPartner with VIP sales and floor leadership to ensure high-value guests feel prioritized and recognizedCreate surprise-and-delight moments that drive loyalty and repeat visitsFeedback & Continuous ImprovementMonitor guest feedback, reviews, and social sentimentIdentify trends and opportunities to improve the experienceTranslate insights into actionable recommendations for leadership What We're Looking For12+ years of experience in hospitality, nightlife, experiential brands, or luxury retailExperience working in high-volume, high-visibility venuesStrong brand instincts and taste levelAbility to influence cross-functional teams without direct authorityComfortable balancing creative vision with real-world executionIdeal TraitsObsessed with how guests feel, not just what they doCalm under pressure in fast-paced environmentsStrong communicator and collaboratorHigh emotional intelligenceNatural leader with a hospitality-first mindsetCompensationSalary range: (commensurate with experience)Performance bonus opportunities tied to guest experience metricsBenefits and perks included

Created: 2026-04-02