Director of Hospitality Services

Director of Hospitality Services

Department: Hospitality Services                        

Supervisor: V.P. Institutional Advancement

Supervises: Hospitality Sales/Venues, Food and Beverage

FLSA Salary Classification: Exempt

Revision Date: February 2026

Availability: Regular business hours with the ability to work a flexible schedule including occasional extended work hours, evenings, weekends and holidays.

Position Summary:

The Director of Hospitality Services is a pivotal leadership role responsible for the strategic growth, financial performance, and operational excellence of all hospitality revenue lines, including event venue sales, concessions and food and beverage operations. Hospitality services are a critical component of the overall guest experience, directly influencing visitor satisfaction, length of stay, and lasting impressions of the Garden. This role ensures hospitality services enhance the customer journey, support visitation goals, and strengthen the Garden’s reputation as a premier destination.

This position holds full accountability for achieving revenue, profitability, and booking targets; and ensuring efficient cost control across labor, inventory, and operating expenses. The Director leads the hospitality books of business through data-driven decision making, proactive sales strategy, and performance management of staff to ensure sustainable financial growth and exceptional guest experiences aligned with Garden Core Values.

Essential Functions:

Financial & Business Performance

• Owns and is accountable for the financial performance of all hospitality revenue streams, including venue rentals, concessions, and food and beverage operations.
• Leads development and execution of hospitality strategy, including sales targets, market positioning, and pricing models.
• Oversees budgeting, forecasting, and financial analysis to monitor performance, control expenses, identify cost-saving opportunities, and maximize margins and profitability.
• Monitors and manages key performance indicators including revenue growth, gross margin, booking conversion rates, labor cost percentage, cost of goods percentage, and average event value; adjusts strategy based on performance results.
• Accountable for inventory management systems and controls to meet forecasted sales, minimize waste, reduce shrinkage, and ensure accurate tracking and reporting of cost of goods sold.

Sales & Revenue Growth

• Leads proactive sales development strategies including partnerships, corporate outreach, and market expansion to grow hospitality revenue.
• Builds and maintains relationships with individuals, local businesses, and organizations to develop leads and secure bookings.
• Analyzes sales data, revenue trends, and expense reports to identify opportunities and implement actionable performance improvement plans.
• Identifies performance gaps and implements tools, processes, and training to improve sales effectiveness and revenue outcomes.
• Oversees CRM systems, lead tracking, pipeline management, and conversion performance to ensure consistent achievement of booking goals.

Operations & Guest Experience

• Leads and manages exceptional guest event experiences in collaboration with staff across departments to ensure operational excellence and service consistency.
• Ensures hospitality operations support both revenue performance and high-quality guest experiences that enhance satisfaction, length of stay, and overall impression.
• Establishes and maintains operational standards that align service delivery with financial performance goals.

People Leadership & Workforce Management

• Responsible for recruiting, interviewing, hiring, training, and supervising hospitality staff.
• Assigns responsibilities, provides ongoing coaching and performance feedback, recognizes achievement, and supports professional development.
• Manages and motivates hospitality sales and service staff to exceed customer satisfaction goals and achieve revenue growth targets.
• Ensures departmental managers effectively schedule labor, monitor staffing levels, and adjust workforce deployment to meet operational demands while controlling labor costs.
• Fosters a culture of fiscal responsibility and performance accountability through training, communication, and leadership expectations.

Organizational Alignment & Culture

• Actively integrates organizational Core Values into performance expectations, operational decision-making, and leadership practices.
• Performs other duties as assigned in support of organizational objectives.

Minimum Qualifications:

• Bachelor’s degree in hospitality management, business administration, finance, or a related field.
• Minimum of 7 years of progressive experience in hospitality management, with a focus on sales, cost control, and operational efficiency.
• Knowledge of labor management practices, cost control measures, and inventory management principles applicable to the hospitality industry.

Success Factors:

• Exemplifies Garden Core Values and embraces the Garden’s mission.   
• Confident, calm, high expectations for customer and staff service. 
• Ability to identify potential challenges ahead of time to ensure pro-active problem solving. 
• High attention to detail.
• Proven management and leadership skills with exemplary organizational, time management, communication, and customer service skills.

Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Physical Demands: Position requires the ability to move from stationary office/computer work to food production in a commercial kitchen frequently. Will occasionally need to lift items 25lbs for inventory and storage. Position requires continuous communication with visitors and staff.
• Work Environment: Work is performed in a combined indoors and outdoors environment, working at times in all weather conditions during special events. Occasionally exposed to fumes or airborne particles. 
• Equipment: Commercial kitchen equipment and appliances including oven, cook tops, knives and other cutting utensils. General office equipment, tablets, audio-visual equipment, two-way radio, tablet, and operate garden golf cart for transport. 

Job descriptions are guidelines that attempt to characterize essential functions and responsibilities of a job and are subject to change as needs and programs change. At Huntsville Botanical Garden job descriptions are considered neither inclusive nor exclusive. It is expected that up to 20% of your duties may change annually. 

Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. 

The Huntsville Botanical Garden supports a culture of inclusion that attracts, inspires, and engages people to achieve success. The Garden is committed to hire and develop employees based on job-related qualifications irrespective of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, or veteran status. To increase diversity in professions related to the public garden realm, we encourage applications from underrepresented minorities, persons with disabilities, and veterans.