Head of Hospitality

Job Summary:

Responsible for overseeing all aspects of a hospitality programs, ensuring exceptional guest experiences, setting and maintaining high standards for service, and support the North America organization’s Keep Grow Win strategy. The Head of Hospitality will be responsible for building out the ISS way of Hospitality™ program across the North American portfolio, for all service lines, with a focus on high-end office environments. This role will design, implement, and oversee service standards that define excellence in workplace hospitality through customer experiences, daily operations, and strategic programs. The Head of Hospitality will drive a culture of service through training, tools, and quality assurance, ensuring exceptional guest and customer experiences. 

Essential Functions:

Lead the build out of the ‘ISS way of Hospitality™’ program to foster a culture of service ensuring every interaction reflects exceptional quality, care and professionalism.

Implement and oversee the development of standards, training and the quality assurance processes designed to elevate service delivery, a customer-centric culture, and ultimately improve customer satisfaction ratings and retention.

Collaborate with cross-functional teams and operations leadership to embed exceptional service principles into all touchpoints, ensuring a consistent, premium experience that strengthens client relationships, loyalty, enhances organizational reputation, and brings business growth though service differentiation.

Job Duties/ Responsibilities:

·         Build out the ‘ISS way of Hospitality™’ program.

·        Support business development efforts, contributing to the “Keep, Grow, Win” strategy by showcasing hospitality excellence as a competitive differentiator.

·        Establish and enforce standards and policies for all hospitality operations within the company.

·        Coordinate guest experiences, standardized exceptional service practices, and create programs that deliver memorable experiences for guests.

·        Cultivate strong relationships with external entities to expand service offerings and enhance the value provided to guests and clients.

·        Implement quality assurance measures to identify service gaps, ensure consistency, and drive continuous improvement in client/guest experiences.

·        Oversee the integration of hospitality services with other hospitality functions to deliver a seamless and unified service experience across all touchpoints.

·        Develop and document comprehensive service playbooks to standardize best practices and ensure consistent delivery across all sites.

·        Deliver personalized and anticipatory service to create memorable and tailored experiences that foster guest loyalty.

·        Recruit, train, and mentor hospitality leaders to build a pipeline of skilled professionals who embody the organization’s service culture.

·        Establish and maintain vendor partnerships for key services to guarantee access to high-quality, reliable offerings that align with brand standards.

·        Track and analyze guest satisfaction scores and service metrics to identify trends, inform decisions, and guide service enhancements.

·        Lead the performance management, coaching, and development of hospitality teams to build high-performing, service-oriented teams that consistently exceed guest expectations.

Education:

·        Required- Bachelors in Hospitality Management, Facilities Management, or Business Administration

·        Preferred- Masters in Hospitality Management, Facilities Management, or Business Administration

Licenses & Certifications:

·        Certified Hospitality Administrator (Preferred)

Experience:

·        5-10 years Luxury Hotel Management Required

·        3-5 years Facilities Management Leadership Experience Required

·        3-5 years’ Experience overseeing multi-site hospitality teams across a regional or national portfolio. Preferred

·        5 years Proven success in building hospitality programs from the ground up, including training, operations, and vendor partnerships. Preferred

·        5 years’ Experience managing VIP and executive-level guest interactions in high-touch service industry. Required

Knowledge, Skills, & Abilities:

·        Mastery of luxury service standards, customer relations, and guest experience management.

·        Exceptional leadership skills with the ability to inspire matrixed teams toward service excellence.

·        Strong vendor management, negotiation, and partnership-building capabilities.

·        Superior communication skills with the ability to engage effectively across all levels of the organization and with high-profile clients.

·        Skilled at handling confidential information with discretion and professionalism.

·        Strong analytical skills to interpret service metrics and implement targeted improvements.

·        High adaptability to manage shifting priorities in fast-paced environments.

Competencies:

·        Service Orientation – Demonstrates a passion for creating exceptional experiences.

·        Leadership – Inspires, mentors, and develops high-performing teams.

·        Problem-Solving – Resolves issues quickly while maintaining service integrity.

·        Collaboration – Works effectively with cross-functional teams and external partners.

·        Attention to Detail – Ensures precision and excellence in every aspect of service delivery.

·        Commercial Acumen – Understands the business value of hospitality services in client retention and growth.

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns. 

ISS offers full-time employees a variety of benefits, including medical, dental, life, and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $180000.00  - $208000.00 . Final compensation will be determined based on experience and skills and may vary from the above range.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.  

This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsible, duties and skills required. Management reserves the right to modify, add, or remove duties as necessary. Employment is at-will and this description does not constitute a contract for employment.

It is not a contract of employment but serves as a reference for your mutual understanding of the terms and conditions associated with the position.

Your role may vary from this description, and you may be asked to perform other duties or have additional responsibilities outside of what’s outlined above. If you think that there are elements of this job description that are inaccurate, please speak with your manager and / or HRBP.

There are three types of Employee Work Arrangements that classify where a person conducts work: In-Office, Hybrid, and Fully Remote. The amount of time an employee spends working virtually versus in person is dictated by their work arrangement classification, the demands of the role, the needs of the department, their team, and a person’s performance.

This job description is not intended to include modifications consistent with providing a Reasonable Accommodation.