Whatnot

Service Director

Whatnot$120K — $140K *
Hospitality & Recreation
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in hospitality management or related field preferred.
  • 5+ years of experience in hospitality management, with 2+ years in leadership.
  • Proven track record of enhancing guest satisfaction metrics.
  • Strong leadership and coaching abilities.
  • Excellent verbal and written communication skills.
  • Availability to work flexible hours including evenings and weekends.

Responsibilities

  • Develop and enforce service standards across all guest-facing departments.
  • Lead and mentor department managers to promote a culture of hospitality excellence.
  • Monitor guest feedback and implement service improvements based on insights.
  • Collaborate with HR to design training programs for service staff.
  • Work with operational management to ensure cohesive guest experiences.
  • Address and resolve escalated guest complaints professionally.
  • Track key service metrics and ensure compliance with health and safety standards.

Benefits

  • Competitive salary.
  • Wages paid weekly.
  • Opportunities for growth.
  • 401k savings plans.
  • Medical, dental, and vision insurance.
  • Commuter benefits.
  • Employee discounts.
Full Job Description
Job Type

Full-time

Position Summary:

As Service Director, you will be responsible for overseeing all guest-facing service operations, ensuring consistently exceptional guest experiences across departments. This role sets service standards, leads and develops front-line and supervisory staff, and works cross-functionally to drive guest satisfaction, operational efficiency, and revenue goals.

Responsibilities:
  • Develop, implement, and enforce service standards and protocols across all guest touchpoints (front desk, dining, concierge, housekeeping coordination, etc.)
  • Lead, mentor, and evaluate department managers and supervisors; foster a culture of hospitality excellence.
  • Monitor guest feedback (surveys, reviews, direct complaints) and translate insights into actionable service improvements.
  • Partner with HR on training programs for service staff.
  • Collaborate with all operational management members, such as General Manager and Events teams to ensure seamless guest experiences.
  • Handle escalated guest issues and complaints with professionalism and swift resolution.
  • Track and report on key service metrics (guest satisfaction scores, NPS, response times, etc.).
  • Ensure compliance with health, safety, and brand standards.


Benefits:
  • Competitive salary.
  • Wages paid weekly.
  • Growth opportunity.
  • 401k savings plans.
  • Medical, dental and vision insurance.
  • Commuter benefits.
  • Employee discounts.


Requirements

  • Bachelor's degree in hospitality management, Business, or related field (or equivalent experience) preferred.
  • 5+ years of progressive experience in hospitality management, with at least 2 years in a leadership role.
  • Proven track record of improving guest satisfaction metrics.
  • Strong leadership, coaching, and conflict-resolution skills.
  • Excellent verbal and written communication.
  • Ability to work flexible hours, including evenings, weekends, and holidays.


Salary Description

$120,000-$140,000

About Whatnot

Whatnot is a Los Angeles-based startup that creates a place where avid collectors could come together over shared interests. Whatnot is a marketplace to buy and sell authentic collectible items. Whatnot was founded in 2019, in California.

Whatnot Careers

Joining Whatnot presents an unparalleled opportunity to become part of a leading team in the marketplace, where innovation meets diversity and professional growth. Whatnot is renowned for its unique culture that fosters leadership and promotes career advancement through continuous learning and development.

Explore Job Opportunities

Whatnot is actively seeking talented individuals who are eager to drive innovation and lead in a dynamic environment. The company offers a variety of job opportunities that cater to professionals looking to make a significant impact in their fields. With positions ranging from technology to marketing, Whatnot ensures that every team member’s skills are harnessed effectively.

Experience Professional Growth

At Whatnot, growth is not just a possibility—it is an expectation. The company is committed to the professional development of its employees through robust training programs, including leadership development and diversity training. These initiatives are designed to enhance skills and prepare individuals for future challenges and opportunities.

Engage in Meaningful Work

Every position at Whatnot is designed to challenge team members while contributing to the company’s overarching goals of innovation and service excellence. Employees are encouraged to take ownership of their projects and drive results that influence the company’s trajectory and success.

Internship Programs

For those starting their career journey, Whatnot offers internship programs that provide a comprehensive learning experience. Interns at Whatnot gain hands-on experience, working alongside seasoned professionals and participating in projects that offer real-world applications of their studies.

Benefits and Culture

Whatnot is dedicated to supporting its team members not only in their professional lives but also in their personal growth and well-being. The company offers competitive benefits packages that address health, financial security, and work-life balance. Whatnot’s culture is built on a foundation of respect and inclusion, where diversity is celebrated and every voice is heard.

Join the Team

Whatnot is hiring! Explore open positions that match your skills and interests. The company values curious, creative, and solution-driven team players. Prepare your resume and ready yourself for an interview where you can showcase your abilities and fit for the team.

Networking and Career Advancement

Whatnot believes in the power of networking to unlock new opportunities and insights. Employees are encouraged to engage with industry leaders and peers through various professional networking events sponsored by the company. These connections can lead to innovative ideas and collaborations that propel both personal and company growth.

Stay Connected

Keep up to date with the latest from Whatnot by following the company’s career blog. Gain insider perspectives, career tips, and industry-leading insights that you can apply to your professional life. Personalize your subscription to receive job alerts and the latest news tailored to your preferences.

Discover Whatnot

Whatnot invites you to explore the exciting and rewarding opportunities that await. Join a team where your career aspirations can be realized through dedication, hard work, and a commitment to excellence.
Learn more about Whatnot
Size
251 employees
Industry

Similar Jobs

More Jobs at Whatnot

More Hospitality & Recreation Jobs

Find similar Service Director jobs: