Director of Hospitality

Job Description: 

The Director of Hospitality for HTG Nashville is a service-oriented unicorn: part Maître D’, part service leader, and part magician. This person is worldly, curious, perceptive, and deeply attuned to the people and energy around them. They know when to be chatty and engaging, when to be reserved, and how to make people feel genuinely seen and cared for.

The Director of Hospitality is part of the service team and works the floor in a lead role or supporting the management team, depending on the night.  

They are a trusted leader during service — helping read the room, anticipate needs, support the team, solve problems, and create memorable guest experiences — while also building the systems, relationships, and practices that elevate hospitality across HTG Nashville.

Areas of responsibility: 

• Work the floor as a visible service leader, supporting and coaching the team in executing organized, thoughtful, high-level service.
• Maintain awareness of the room and the guest journey, anticipating needs, identifying service issues, and helping the team solve problems in real time.
• Support hosts with arrivals, seating, pacing, guest recognition, special requests, and welcoming returning guests by name whenever possible.
• Participate in and lead portions of the lineup.
• Train teams on execution of HTG hospitality standards, rituals, and SOPs, making great hospitality consistent and repeatable.
• Working with the events team to review all touch points for event guests and optimizing those for great hospitality. 
• Executing or overseeing the execution of surprise & delight moments for guests 

• Research, plan, and execute surprise-and-delight moments for celebrations, regulars, VIPs, and other special visits.
• Oversee the creation and continued development of Maître D’ research briefs that help the team recognize and meaningfully connect with guests.
• Develop and build-on existing signature hospitality touches and SOPs, such as Butcher & Bee's private mezzanine dessert moment or Fancy Pants' 'last table of the night' experience.

• Capture and monitor guest profiles, tags, special requests, insights, and communications in Loyalist and Resy, and help turn guest knowledge into actionable hospitality.
• Creating and monitoring guest tags in Loyalist, overseeing guest communications in Loyalist.
• Partner with the events team to evaluate the full event guest journey and improve hospitality at every touchpoint.

• Entertain company guests, visiting industry peers, and VIPs while they are in Nashville or visiting HTG restaurants.
• Build relationships with hotel Maître D’s and concierges, restaurant hospitality leaders, and VIP services teams, creating a network through which HTG can take care of guests beyond our own restaurants.
• Represent HTG in the broader community through events, fundraisers, charitable partnerships, and donated experiences, including coordinating the redemption and hospitality surrounding those experiences.