National Hospitality & Service Director

On-Site Position, requires travel up to 25%

Location: Based in Nashville, TN (open to other Expansive locations)

Who We Are: Expansive is the third-largest flexible office and coworking provider in the U.S., with 43 locations and over 3.8 million square feet of workspace. We’re on a mission to help businesses thrive by creating flexible, vibrant environments where people can collaborate and succeed. Our customizable workspaces and inclusive communities are designed for innovation, connection, and growth. For more information, visit www.expansive.com.

What You’ll Do: We are seeking a revenue-driven, customer-obsessed leader to elevate our Hospitality & Service department. As the National Hospitality & Service Director, you will oversee our Community Hospitality Management team, including 4 Regional Managers and 40 Community Managers, and work closely with our Chief Revenue Officer to drive client experience, engagement, and service revenue.

You’ll lead the charge in shaping a dynamic, client-first culture, ensuring that our centers deliver exceptional service, foster community, and boost loyalty. In this role, you’ll have the opportunity to make a significant impact on both client retention and revenue growth by refining operations, improving client engagement programs, and setting new standards for excellence.

Your Key Responsibilities:

• Cultivate an exceptional client experience: Create a “client first” culture at each Expansive center, ensuring all members and on-demand guests receive 5-star service and leave as brand ambassadors.
• Drive non-workstation revenue: Oversee revenue streams from meeting/event spaces, on-demand offices, parking, storage, and more. Analyze performance across regions and take proactive measures to achieve growth goals.
• Lead and inspire teams: Provide hands-on leadership, mentoring your teams and ensuring they are empowered to succeed. Regularly meet with regional managers and community teams to address challenges and celebrate wins.
• Operational excellence: Conduct monthly property walks with regional teams to maintain operational standards and address any deficiencies. Implement effective processes and KPIs to continuously elevate the service experience.
• People-focused leadership: Partner with our People & Culture team to support staffing needs, team morale, and development. Foster a positive, productive, and collaborative working environment across all locations.
• Collaborate with leadership: Build strong working relationships across departments, including Asset Management and Accounting, to ensure operational efficiency and fiscal responsibility.

What We’re Looking For:

• A strategic thinker and connector who is passionate about hospitality and building exceptional customer experiences.
• A proven leader who thrives in a fast-paced, dynamic environment and has the ability to manage multiple priorities under pressure.
• A team player who enjoys working collaboratively and can inspire and motivate a diverse team.
• A problem-solver who can analyze performance metrics and take swift action to improve outcomes.

Requirements:

• Bachelor’s degree or equivalent experience.
• 3-5 years of experience in hospitality, coworking, high-end retail, or a related field with a track record of operational and client success.
• Strong organizational and communication skills, with the ability to remain calm and flexible in high-pressure situations.
• A passion for creating exceptional customer experiences and delivering results.

Why You’ll Love Working Here:

• Competitive base salary with performance-based quarterly bonuses.
• Generous vacation policy to support work-life balance.
• 401K plan with company match.
• Access to beautiful office spaces and upscale amenities.
• Annual company-sponsored retreat to celebrate achievements and connect with colleagues.

If you’re a results-driven leader with a passion for hospitality and a desire to create extraordinary work environments, we’d love to hear from you!