Vice President of Hospitality Excellence

Job Category: Executive

Requisition Number: VICEP
006004

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• Posted :
  October 5, 2026
• Full-Time

Showing 1 location

Live! Hospitality & Entertainment
601 E Pratt St
Baltimore, MD 21202, USA

Senior Vice President, Guest Experience & Operational Excellence

Position Summary:

The Senior Vice President, Guest Experience & Operational Excellence is the enterprise leader responsible for defining, institutionalizing and continuously improving the Live! standard of hospitality across the estate. This executive works with the functional leadership team to ensure the establishment of the service architecture, training systems, quality assurance disciplines and measurement tools that create a consistent, differentiated guest experience while preserving the unique personality of each Live!

business and concept.

This executive does not replace property or venue operating accountability. The role works through property leaders, general managers/managing partners and venue leadership to build capability, identify performance gaps and drive sustainable improvement. Operators remain accountable for execution every shift.

Reports To: Chief Operating Officer, Live! Hospitality & Entertainment

Peer: Senior Vice President, F&B Operations – Cordish Gaming

Scope: Food & Beverage Enterprise wide, including Live! Casinos, Districts, Standalone venues and affiliated concepts

Essential duties and responsibilities:

Enterprise Hospitality Standards. Create and maintain a clear set of enterprise-wide Live! hospitality and service standards that translate the company's vision and values into observable guest-facing and leadership behaviors. Define appropriate concept- and business-specific applications across casinos, districts, restaurants, bars, entertainment venues and other operations.

Live! Hospitality System. Build an integrated operating system connecting brand standards, onboarding, training, manager coaching, employee empowerment, service recovery, recognition, quality assurance and accountability. Ensure standards are practical, memorable and executable in high-volume operating environments.

New Openings & Brand Integration. Ensure new properties, concepts and acquisitions launch with Live! hospitality standards embedded in recruiting, onboarding, training, opening procedures and leadership expectations.

Operational Excellence. Partner with operators to identify and resolve systemic guest-experience issues including arrival, departure, reservations procedures, cleanliness, speed of service, host interactions, security touchpoints, way finding, VIP experiences, service recovery and departure. Facilitate root-cause problem solving rather than relying solely on compliance checks.

Leadership Capability & Culture. Coach property and venue leaders on hospitality leadership, accountability and frontline engagement. Establish recognition mechanisms that celebrate employees and leaders who consistently demonstrate Live! service behaviors and create captivating guest moments.

Quality Assurance & Field Execution. Develop and lead an enterprise quality assurance program incorporating structured property visits, operational observations, mystery shops, brand-standard audits and follow-up action plans. Establish clear minimum performance thresholds and escalation protocols for persistent gaps.

Training & Certification. Partner with Human Resources, Training and operating leaders to develop frontline onboarding, hospitality certification, manager certification, train-the-trainer programs, refresher training and field coaching. Establish methods to verify behavioral competency, not simply course completion.

Guest Experience Analytics. Create an enterprise Live! Guest Experience Scorecard integrating guest satisfaction, review sentiment, complaints, service recovery, quality assurance, mystery-shop results and other relevant guest data. Identify recurring friction points and convert insights into operating priorities.

Continuous Improvement & Best-Practice Sharing. Identify top-performing properties and practices, codify what works and accelerate adoption across the estate. Maintain an active pipeline of guest-experience improvements and periodically refresh standards as guest expectations and Live! businesses evolve.

Strategy and Thought Leadership. Provide ongoing strategic and innovation focused leadership as a member of the Live! executive team.

• 15+ years of progressive hospitality operations…