Director of Guest Experience

Union Square Hospitality Group (USHG) has created some of New York's most beloved restaurants, cafes, and bars, which offer outstanding food delivered with our signature warmth and hospitality. Founded by Danny Meyer with the opening of Union Square Cafe in 1985, the company now extends beyond the walls of its eateries.

USHG has long supported its communities through hunger relief and civic organizations. USHG holds 28 James Beard Awards and numerous accolades for its distinctive style of hospitality.

Who you are:

The Director of Guest Experience is responsible for leading and scaling a high-performing team that manages reservations and guest communications across a growing portfolio of seven full-service, high-volume restaurants. This role oversees the department, ensuring operational excellence, seamless communication between restaurants and guests, and a consistently elevated guest experience aligned with USHG's behaviors.

What you'll do:

• Consistently deliver a culture of Enlightened Hospitality
• Lead and support the reservations department, providing ongoing coaching, guidance, and opportunities for growth to ensure best-in-class performance
• Partner with restaurant and event teams to thoughtfully structure reservation systems and guest-facing processes, balancing strong revenue performance with exceptional guest experiences
• Serve as the go-to resource for operational details, including menu updates, service adjustments, private dining, operating hours, and walk-in/waitlist policies, ensuring accurate materials and well-informed teams
• Develop, enhance, and optimize systems, SOPs, and workflows, collaborating with Home Office departments, operational leaders, and event teams to increase efficiency, transparency, and clarity
• Maintain strong relationships with internal and external partners, ensuring effective communication, mutual understanding, and smooth execution of responsibilities
• Balance day-to-day operational and administrative responsibilities with strategic decision-making, supporting both the short and long-term success of the business

What we need from you:

• 3+ years of leadership experience in the hospitality industry
• Deeply understand reservation system functionality, including how it integrates with and impacts service operations
• Navigate system limitations with creativity, implementing workarounds that keep service seamless and guests satisfied
• Recognize how Guest Experience drives business results, knowing which levers to use to increase revenue and optimize costs
• Communicate clearly and professionally, both in writing and verbally, in a tone that aligns with the brand and business
• Proficient in Microsoft Office, SevenRooms, Toast and Open Table or other comparable platforms
• A people-first management style that motivates his/her/their team to take care of guests, the business and each other.

What you'll get from us:

At Union Square Hospitality Group, we believe our people are our greatest ingredient. Joining our team means becoming part of a culture rooted in care, creativity, and growth. As a Director of Guest Experience, you'll enjoy:

• Competitive pay and bonus potential: Annual compensation of $85,000 - $95,000 plus eligibility for a performance-based bonus, with consideration for your experience and impact
• Comprehensive health coverage: Medical, dental, and vision insurance, plus flexible spending options for healthcare and dependent care
• Time to recharge: Generous paid time off and paid parental leave to support life outside of work
• Investing in your future: A matched 401(k) plan to help you grow long-term savings
• Peace of mind: Life insurance, employee assistance programs, and exclusive access to primary care, mental health, and other wellness services.
• Support in times of need: Access to the USHG HUGS Employee Relief Fund, offering direct assistance to team members facing unexpected hardship
• Hospitality perks: Annual dining credit and a 51% dining discount across the entire USHG family of restaurants
• Convenience & flexibility: Pre-tax commuter benefits for transit and parking

• Growth and community: Opportunities for learning, mentorship, and collaboration with some of the most passionate people in hospitality.

• The above represents the expected salary for this position. Ultimately, in determining your pay, we'll consider your experience and other job-related factors.

The responsibilities outlined above are not exhaustive. This role may be required to take on other duties or projects as necessary to support organizational goals, in alignment with their skills, experience, and the evolving needs of the business.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.