Senior Director – Guest & Employee Experience Services

Jones Lang LaSalle Americas, Inc.

Senior Director leading Guest & Employee Experience Services for marquee clients at JLL. Driving hospitality service innovations and operational excellence across the client account in the United States.

Posted 6/26/2026full-timeDallas • New York, Texas • 🇺🇸 United StatesSenior💰 $200,000 - $230,000 per yearWebsite

About the role

Key responsibilities & impact

Partner closely with Account Leadership and the client to understand strategic objectives and priorities for Guest & Employee Experience Services across the account.
Develop comprehensive business plans that enhance employee engagement, increase productivity, reduce costs, mitigate risks, and create measurable value for both the client and JLL.
Manage operational implementation of experience-focused hospitality services, developing innovative programs, tools, and processes while seamlessly integrating underlying service components.
Establish and maintain sound management frameworks for appropriate staffing levels in accordance with client service level agreements and operational requirements.
Develop and implement guest experience and employee experience training plans that enable exceptional service delivery globally across the account.
Monitor and manage third-party vendor performance related to soft services and hospitality delivery, ensuring consistent quality standards.
Proactively identify and escalate risks and issues at the account level, including audit findings, client feedback, vendor service matters, information security concerns, and impacts to account KPIs.

Requirements

What you’ll need

Bachelor's degree required
10+ years of progressive experience in hospitality operations, soft services, facility management, or commercial real estate preferred
Ideal candidates may have led food and beverage or hospitality programs in luxury hospitality environments

Benefits

Comp & perks

401(k) plan with matching company contributions
Comprehensive Medical, Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
Early access to earned wages through Daily Pay

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

hospitality operationsfacility managementcommercial real estateemployee engagementcost reductionrisk mitigationservice deliveryvendor performance managementtraining program developmentbusiness plan development

Soft Skills

strategic planningcommunicationleadershipproblem-solvingstakeholder managementoperational managementinnovationteam collaborationclient relationship managementrisk management

Certifications

Bachelor's degree