Job Description

The Director of Hospitality is responsible for shaping and delivering an elevated, service-forward experience across a dynamic, multi-building office campus. This leader sets the tone for how hospitality shows up daily - aligning people, spaces, and services to create an environment that feels intentional, welcoming, and brand-aligned for tenants, guests, and partners.

Reporting to Glenstar’s Vice President & General Manager, this role collaborates closely with the property management team, the leasing team, third-party service providers, security, F&B partners, and ownership groups to ensure a consistent and memorable campus experience.

About Glenstar

Founded 20 years ago, Glenstar is a Chicago-based, national commercial real estate firm specializing in trendsetting industrial developments, reimagined best-in-class office buildings and unique multifamily projects. We have successfully developed or redeveloped more than $2 billion in commercial space, comprising 10 million square feet across the U.S.

Glenstar specializes in strategic repositioning, value-add investing and development of institutional quality commercial real estate across multiple property types. The firm provides the following services in-house: 

• Acquisitions
• Asset Management
• Construction and Design
• Development
• Property Management
• Leasing

Key Responsibilities

Hospitality Strategy & Brand Expression

• Develop and champion a campus-wide hospitality vision aligned with ownership’s goals and brand tone.
• Translate vision into actionable service standards, daily behaviors, and guest journey touchpoints.
• Partner with hospitality consultants and operations teams to guide lobby activations, amenity enhancements, and sensory branding (e.g., scenting, music, signage).

Team Leadership & Training

• Lead, train, and mentor front-of-house teams (tenant services coordinator, engineering chief, parking, security, F&B, janitorial, etc.) to deliver service excellence every day.
• Coordinate hospitality-focused training for security, facilities, and vendor partners to ensure consistency in tone and presence.
• Facilitate daily lineups or briefings to reinforce priorities, share updates, and energize teams.
• Take action in all matters related to the safety, security, satisfaction, and well-being of guests and employees.
• Respond swiftly and effectively in an emergency or safety situation.
• Take an active role in developing qualified and enthusiastic team members that continually exceed customer service level standards.
• Work with property managers to onboard all new associates and incorporate hospitality training into all orientations.
• Liaison to property ownership and property management team.

Tenant & Guest Engagement

• Act as the campus host - a visible point of connection for tenants, visitors, and brokers.
• Work with the Glenstar CONNECT Team to develop and implement curated programming and events that build community and showcase the campus as a premium workplace destination.
• Gather and respond to tenant feedback to inform improvements and future initiatives.
• Attend and contribute on all leasing tours.
• Oversee building app to ensure content is up-to-date and relevant.
• Conduct Tenant training for conference room usage with the AV technology as needed.
• Ensure conference set-ups are maintained prior to booking engagements.

Operational Oversight & Partnerships

• Oversee relationships with third-party F&B operators, conference center managers, and even partners to align with the hospitality standard.
• Monitor service performance and implement refinements to maintain a high level of consistency.
• Collaborate with property management and ownership on budgets, reporting, and recommendations for ongoing experience enhancements.
• Act as a key brand ambassador on the property and throughout the neighborhood, as well as create relevant partnerships.

Continuous Improvement & Reporting

• Conduct regular hospitality audits and campus walkthroughs to identify areas for improvement.
• Provide leadership with clear updates on initiatives, tenant satisfaction trends, and success metrics.
• Recommend innovative ideas to keep the campus experience fresh and competitive in the market.

Qualifications

• 7+ years of hospitality leadership experience in premium hotel, lifestyle, or mixed-use environments.
• Strong background in guest experience strategy, service training, and team leadership.
• Proven ability to influence cross-functional partners and third-party providers.
• Polished communication and presentation skills.
• Passion for creating memorable, human-centered experiences that build connection and loyalty.

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