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 return

Key Responsibilities

Hospitality 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 organization

End-to-End Experience Design

Design the full guest journey across both digital and physical touchpoints, including:

o Website and pre-arrival experience

o Arrival and check-in

o Ordering and service

o Gameplay

o Food & beverage

o Departure and post-visit engagement

Identify key moments that create emotional connection and memorability

Build frameworks that balance elevated experience with operational efficiency

Digital & 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 use

Field Training & Team Development

Develop and deliver hands-on hospitality training for:

o Frontline team members

o Managers

o Operating Partners / GMs

Create tools and materials that are:

o Simple

o Actionable

o Easy to implement in real time

Personally led field training to ensure concepts result in practical behaviors

In-Venue Execution & Coaching

Spend significant time in venues observing and improving the guest experience

Coach leaders and teams on:

o Guest interaction

o Energy and presence

o Ownership of the experience

Identify gaps quickly and implement practical, scalable solutions

Rollout of Initiatives

Lead the rollout of hospitality initiatives across all locations

Ensure new standards, tools, and programs are:

o Clearly communicated

o Properly trained

o Consistently adopted

Partner with Operations to embed changes into daily execution, not just training sessions

Continuous 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 PopStroke

Measurement & 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 execution

Venue 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 loyalty

Qualifications

Bachelors 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 preferred

Ideal 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 up

Measures 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