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Director of Hospitality & Workplace Experience

We’re looking for a Director of Hospitality & Workplace Experience to lead the delivery of a high‑quality, people‑focused workplace across a multi‑site portfolio. Working on behalf of our client, you’ll be responsible for shaping how employees and visitors experience each location, ensuring the same level of warmth, professionalism and brand alignment is felt throughout.

Lead the hospitality and workplace experience strategy across multiple sites.Ensure each location delivers a consistent, high‑quality experience aligned with the client’s brand and culture.

Oversee hospitality services, front‑of‑house operations, events, amenities, community engagement and digital workplace tools.

Key Responsibilities

• Develop and implement the workplace and hospitality experience strategy for all sites.
• Align service delivery with contractual expectations, SLAs and KPIs.
• Design end‑to‑end employee and visitor journeys that feel seamless and consistent.
• Host site tours, showcases and immersion sessions on behalf of the client.
• Oversee daily hospitality, front‑of‑house, events and amenity operations.
• Maintain and update service playbooks and SOPs across the portfolio.
• Work closely with Technical Services to manage disruption and protect the experience.
• Lead major workplace events, initiatives and communications.
• Manage and support multi‑site hospitality and experience teams.
• Recruit, coach and develop team members; complete performance and succession processes.
• Promote a positive, inclusive, service‑focused team culture.
• Lead CSAT/NPS performance and drive action plans based on feedback.
• Analyse insights such as attendance, utilisation and event participation.
• Build dashboards and reporting for internal and client governance.
• Manage budgets, labour planning, forecasting and accurate billing.
• Oversee supplier performance and ensure contractual compliance.
• Identify opportunities for innovation and service enhancements.
• Pilot and scale new technologies or tools across multiple sites.
• Ensure all signage, uniforms and service standards reflect the client’s brand.
• Support wellbeing, DE&I, sustainability and community‑building programmes.
• Maintain risk registers, compliance documentation and business continuity plans.
• Lead with a strong safety-first mindset and support internal audits.
• Own the annual experience and events calendar across all sites.
• Plan resources and staffing to support day‑to‑day and peak activities.
• Ensure workplace technology and equipment support smooth service delivery.

Success Measures

• Strong CSAT/NPS across all sites.
• Positive client and stakeholder feedback.
• High audit scores and strong compliance standards.
• Increased participation in events and workplace programmes.
• Accurate budgeting, forecasting and supplier management.
• A consistent, brand-aligned workplace experience across the portfolio.

Person Specification

Essential

• Leadership experience in hospitality, premium service or fine dining.
• Strong communication and client‑facing skills.
• Comfortable interpreting data and using insights to guide decisions.
• Strong commercial understanding of SLAs, KPIs and contract requirements.
• Proven people leadership, coaching and team development skills.
• Understanding of EHS, accessibility and inclusive design.

Desirable

• Qualification in Hospitality, Business, Facilities or a related field.
• Experience managing multi‑site operations or large client accounts.
• Familiarity with WELL, RESET, LEED or similar standards.
• Knowledge of digital workplace or corporate systems.

If you’re passionate about creating meaningful experiences, leading brilliant teams and shaping workplaces where people feel genuinely welcomed and supported, this role offers the chance to make a real impact. You’ll help define how our client’s people connect, collaborate and thrive across their workplace portfolio-bringing energy, innovation and hospitality to every moment. It’s an opportunity to lead with purpose, influence culture and build experiences that people truly value. If this sounds like you, apply today and help us create something exceptional.

Apply today or reach out to Laura directly 087 9004108

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