Vice President of Hospitality Excellence

The Senior Vice President, Guest Experience & Operational Excellence is the enterprise leader responsible for defining, institutionalizing and continuously improving the Live! standard of hospitality across the estate. This executive works with the functional leadership team to ensure the establishment of the service architecture, training systems, quality assurance disciplines and measurement tools that create a consistent, differentiated guest experience while preserving the unique personality of each Live! business and concept.

This executive does not replace property or venue operating accountability. The role works through property leaders, general managers/managing partners and venue leadership to build capability, identify performance gaps and drive sustainable improvement. Operators remain accountable for execution every shift.

Guest Experience

30%

NPS/OSAT; review ratings & sentiment; intent to return/recommend; complaint rate

Sustained improvement in enterprise guest satisfaction and external reputation

Business Impact

30%

Revenue vs Budget/PY; EBITDA/NOI vs budget/PY.  Repeat visitation, spend/guest, conversion and loyalty indicators where attribution is credible

Demonstrable relationship between stronger hospitality execution and business performance

Brand Standards & QA

10%

Mystery-shop scores; brand audits; % venues above standard; remediation speed

Improved compliance and reduced performance gap between top- and bottom-quartile locations

People & Training

10%

Frontline certification; manager certification; observed competency; 90-day retention

Standards embedded in daily leadership and frontline behavior

Service Recovery

10%

In-visit resolution rate; response time; repeat complaint categories; post-recovery satisfaction

More issues resolved before the guest leaves and fewer recurring failures

Strategic Execution

10%

Standards rollout; scorecard deployment; new-opening readiness; priority initiatives completed

Enterprise hospitality infrastructure delivered on time and adopted by operators

• Estate Consistency: reduce the variance between top- and bottom-performing properties, with particular focus on improving bottom-quartile locations.
• Minimum Standard Attainment: increase the percentage of venues consistently operating above the enterprise minimum hospitality standard.
• Sustained Improvement: measure whether corrective actions remain effective over subsequent measurement periods rather than rewarding one-time score improvement.
• Operator Adoption: demonstrate that property and venue leaders actively use the standards, scorecards and coaching tools as part of their own operating routines.

• Complete an enterprise diagnostic of the current guest experience, service standards, training programs, quality-assurance processes and performance gaps.
• Define and gain executive/operator alignment around the Live! hospitality promise and a concise set of enterprise service standards.
• Establish baseline guest-experience and estate-consistency measures for every major property/business.
• Launch the Live! Guest Experience Scorecard and ensure a consistent enterprise quality-assurance/mystery-shop framework.
• Build and pilot frontline and manager hospitality certification in representative casino, district and standalone venue environments.
• Create formal remediation and coaching processes for locations below minimum standards.
• Establish a recognition and best-practice-sharing program that makes hospitality excellence visible across the company.
• Present a year-two roadmap based on measured results, field feedback and identified enterprise opportunities.

 

This role is successful when a guest can experience different Live! properties and concepts and consistently recognize the company's hospitality DNA; operators understand and own the standards; frontline employees are equipped and empowered to deliver them; performance is measured objectively; and the gap between the strongest and weakest locations steadily narrows.