Head of Guest Experience

JBJ's Nashville is seeking a Head of Guest Experience to own and elevate how our venue feels - every night, on every floor.

This role is responsible for designing, protecting, and continuously improving the end-to-end guest experience at one of Nashville's most iconic, high-volume entertainment destinations. You'll work closely with Operations, General Managers, Marketing, and Programming to ensure that what guests experience inside the building consistently delivers on the JBJ's brand promise.

This is not a traditional operations role. It is a brand-forward leadership position focused on experience, energy, and execution at scale.

What You'll Do

Guest Experience Strategy

• Own the guest journey from arrival to exit across all floors
• Define and maintain experience standards for vibe, service interactions, and energy
• Ensure consistency across dayparts, events, and peak volume periods

Event & Moment Design

• Design guest experience playbooks for key event types (DJ nights, game days, artist appearances, holiday weekends)
• Map the emotional arc of events and identify key "moment" opportunities
• Partner with Operations and Marketing to ensure events deliver on creative intent

Floor-by-Floor Experience Design

• Define the purpose, energy, and flow of each floor
• Identify and eliminate friction points that negatively impact guest experience
• Ensure energy is balanced and intentional throughout the venue

Staff Experience & Culture

• Develop experience-based training focused on tone, language, and guest engagement
• Coach leadership teams on how to embody the JBJ's brand on the floor
• Reinforce a culture of hospitality, energy, and accountability

VIP & High-Value Guest Experience

• Design and uphold standards for VIP and premium guest experiences
• Partner with VIP sales and floor leadership to ensure high-value guests feel prioritized and recognized
• Create surprise-and-delight moments that drive loyalty and repeat visits

Feedback & Continuous Improvement

• Monitor guest feedback, reviews, and social sentiment
• Identify trends and opportunities to improve the experience
• Translate insights into actionable recommendations for leadership

What We're Looking For

• Previous experience in hospitality, nightlife, experiential brands, or luxury retail
• Experience working in high-volume, high-visibility venues
• Strong brand instincts and taste level
• Ability to influence cross-functional teams without direct authority
• Comfortable balancing creative vision with real-world execution

Ideal Traits

• Obsessed with how guests feel, not just what they do
• Calm under pressure in fast-paced environments
• Strong communicator and collaborator
• High emotional intelligence
• Natural leader with a hospitality-first mindset

Compensation

• Salary range: (commensurate with experience)
• Performance bonus opportunities tied to guest experience metrics
• Benefits and perks included