Director of and Hospitality

Position Overview

UHP is seeking a Director of Experience & Hospitality to serve as the steward of the campus experience. This leader owns how people feel on our campus from first arrival through daily life and departure, ensuring every touchpoint reflects intentionality, warmth, and excellence.

This role defines and sets the hospitality standard for the organization. It is responsible for shaping service culture, designing scalable systems, and teaching teams how to deliver consistent, best-in-class experiences across housing, guest services, facilities appearance, and shared spaces. This is a senior operational leadership role that blends experience design, people leadership, and operational discipline in a mission-driven environment.

• Owns hospitality standards across housing, guest services, shared spaces, and campus readiness
• Leads hospitality management teams and frontline service functions
• Defines service expectations, staffing models, training systems, and experience design
• Serves as the primary hospitality counterpart to Facilities, Culinary, Security, and Construction
• Partners cross-functionally with fellow directors within the Operations umbrella to ensure seamless execution

This is a rare opportunity to architect hospitality from the ground up at a growing, purpose-driven institution. The Director of Experience & Hospitality will not inherit rigid brand standards. They will help define them.

The impact of this role will be felt daily by students, guests, and staff, and will shape the culture, reputation, and long-term success of the organization. This position is a major lever in ensuring the campus reflects care, professionalism, and excellence at every level.

The Director of Experience & Hospitality has campus-wide responsibility and influence across the full guest and residential experience. This role has real authority to set standards, drive alignment, and hold teams accountable to a high bar of service excellence.

• Experience & Brand Stewardship
  • Define and continuously evolve the campus hospitality philosophy and service standards
  • Ensure every student and guest experience is intentionally designed, not reactive
  • Own first impressions, arrivals, daily interactions, special events, and departures as deliberate moments
  • Translate mission and values into lived hospitality behaviors across the campus
  • Build, coach, and retain high-performing hospitality leaders and frontline teams
  • Establish training systems that teach how to deliver hospitality, not just what tasks to complete
  • Instill a service-first mindset across teams beyond direct reports
  • Serve as a visible standard-bearer and mentor for hospitality excellence
• Operational & Systems Excellence
  • Design scalable systems for housing operations, guest flow, onboarding, and events
  • Build staffing models that flex with enrollment, occupancy, and seasonal demand
  • Partner closely with Facilities, Culinary, Security, and Construction to ensure seamless daily operations
  • Own hospitality budgets, vendor standards, and service contracts
• Continuous Improvement & Strategic Growth
  • Implement feedback loops using guest input, staff insights, and service metrics
  • Translate data and observations into meaningful operational and experience improvements
  • Influence future facility design and capital improvements to enhance hospitality outcomes
  • Prepare hospitality systems to scale with campus growth and increasing complexity

• 10 to 15 plus years of senior hospitality leadership experience in large-scale or complex environments such as resorts, destination campuses, luxury hotels, or integrated residential operations
• Prior experience as a senior leader or second-in-command at a high-volume, multi-service operation
• Proven track record of building and sustaining service culture at scale
• Experience partnering with facilities, construction, and capital planning teams
• Comfortable operating in both strategic and hands-on leadership environments
• Calm, steady presence under pressure
• High emotional intelligence and service intuition
• Systems-oriented thinker with strong operational discipline
• Teacher and coach who develops people, not just processes
• Deep attention to detail driven by a desire to elevate human experience

Compensation: $ - $ per year

Incentive:
Up to 20% performance-based annual bonus

Additional Benefits:
Relocation assistance, professional development, full benefits package