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 Glenstars 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 ownerships 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.