Director of Hospitality Services

About the position

The Director of Hospitality Services is a pivotal leadership role responsible for the strategic growth, financial performance, and operational excellence of all hospitality revenue lines, including event venue sales, concessions and food and beverage operations. Hospitality services are a critical component of the overall guest experience, directly influencing visitor satisfaction, length of stay, and lasting impressions of the Garden. This role ensures hospitality services enhance the customer journey, support visitation goals, and strengthen the Garden’s reputation as a premier destination. This position holds full accountability for achieving revenue, profitability, and booking targets; and ensuring efficient cost control across labor, inventory, and operating expenses. The Director leads the hospitality books of business through data-driven decision making, proactive sales strategy, and performance management of staff to ensure sustainable financial growth and exceptional guest experiences aligned with Garden Core Values.

Responsibilities

• Owns and is accountable for the financial performance of all hospitality revenue streams, including venue rentals, concessions, and food and beverage operations.
• Leads development and execution of hospitality strategy, including sales targets, market positioning, and pricing models.
• Oversees budgeting, forecasting, and financial analysis to monitor performance, control expenses, identify cost-saving opportunities, and maximize margins and profitability.
• Monitors and manages key performance indicators including revenue growth, gross margin, booking conversion rates, labor cost percentage, cost of goods percentage, and average event value; adjusts strategy based on performance results.
• Accountable for inventory management systems and controls to meet forecasted sales, minimize waste, reduce shrinkage, and ensure accurate tracking and reporting of cost of goods sold.
• Leads proactive sales development strategies including partnerships, corporate outreach, and market expansion to grow hospitality revenue.
• Builds and maintains relationships with individuals, local businesses, and organizations to develop leads and secure bookings.
• Analyzes sales data, revenue trends, and expense reports to identify opportunities and implement actionable performance improvement plans.
• Identifies performance gaps and implements tools, processes, and training to improve sales effectiveness and revenue outcomes.
• Oversees CRM systems, lead tracking, pipeline management, and conversion performance to ensure consistent achievement of booking goals.
• Leads and manages exceptional guest event experiences in collaboration with staff across departments to ensure operational excellence and service consistency.
• Ensures hospitality operations support both revenue performance and high-quality guest experiences that enhance satisfaction, length of stay, and overall impression.
• Establishes and maintains operational standards that align service delivery with financial performance goals.
• Responsible for recruiting, interviewing, hiring, training, and supervising hospitality staff.
• Assigns responsibilities, provides ongoing coaching and performance feedback, recognizes achievement, and supports professional development.
• Manages and motivates hospitality sales and service staff to exceed customer satisfaction goals and achieve revenue growth targets.
• Ensures departmental managers effectively schedule labor, monitor staffing levels, and adjust workforce deployment to meet operational demands while controlling labor costs.
• Fosters a culture of fiscal responsibility and performance accountability through training, communication, and leadership expectations.
• Actively integrates organizational Core Values into performance expectations, operational decision-making, and leadership practices.
• Performs other duties as assigned in support of organizational objectives.

Requirements

• Bachelor’s degree in hospitality management, business administration, finance, or a related field.
• Minimum of 7 years of progressive experience in hospitality management, with a focus on sales, cost control, and operational efficiency.
• Knowledge of labor management practices, cost control measures, and inventory management principles applicable to the hospitality industry.