Venue Operations and Experience Manager

Venue Operations and Experience Manager About The Laiken
The Laiken is a premier event and hospitality destination featuring two event venues, seven luxury villas with 28 guest rooms, and a dedicated Pool House Reception space. We host high-end weddings, social events, and corporate functions where flawless execution and exceptional hospitality aren't a goal - they're the baseline. This is a property that demands a leader who takes pride in that standard.

The Venue Operations and Experience Manager reports to the Regional Vice President, Hill Country.
The Role
We're looking for a hands-on Venue Operations and Experience Manager to lead day-to-day operations at The Laiken. You'll own the full operational experience across lodging, events, food and beverage, and property presentation - ensuring every detail is in place so guests and clients experience the property at its best from arrival through departure.

This is not a behind-the-desk role. You'll be present on property, on the event floor, and wherever the team needs you. Our planners own the client relationship and handle all detailed coordination - your job is to make sure operations run seamlessly behind the scenes so they can. When situations escalate, when a real-time decision needs to be made, or when someone needs to step in and take point, that's you.

You'll work alongside culinary, maintenance/facilities, and our internal creative partners - floral, photography, entertainment, and beyond - and own the outcomes on your end of those relationships. Strong cross-functional collaboration is essential here.
Who Reports to You

• Wedding Planner (direct report, with dotted line to the Planning team)
• Event Manager(s) (Banquet team reports up through this role)
• Housekeeping

What You'll Do Operations and Guest Experience

• Ensure every operational detail is in place so guests and clients experience the property at its best - from room readiness and property presentation to seamless event transitions and on-the-ground responsiveness.
• Resolve escalated guest and client concerns with confidence and professionalism.
• Hold the line on service standards, cleanliness, safety, and presentation across all spaces.

Event Execution

• Lead BEO meetings and serve as the operational point of contact for weddings, social events, and corporate functions.
• Conduct pre-event walkthroughs to confirm venue readiness, staffing, and logistics.
• Coordinate event-day operations in real time, stepping in to make decisions and solve problems as they arise.
• Lead post-event debriefs to identify what worked, what didn't, and how to improve.
• Support the planning team as their operational backbone - they lead client relationships, you make sure the property delivers.

Lodging Operations

• Build, schedule, and lead the housekeeping team - including hiring, training, and setting quality standards.
• Own room turnover, villa readiness, and cleanliness of all common areas.
• Ensure all seven villas and 28 guest rooms are guest-ready at all times.

Team Leadership

• Recruit, hire, coach, and develop your direct team including Event Managers and Housekeeping.
• Set clear expectations and hold the team accountable with consistency and care.
• Create a culture of positivity, pride in the work, and high standards.
• Own overall labor scheduling in partnership with your Event Manager, building staffing plans around the event calendar and managing to appropriate levels for each day and weekend.

Food & Beverage

• Manage liquor, beer, wine, and bar supply ordering, inventory, and vendor relationships.
• Ensure TABC compliance across all events and bar operations.
• Serve as the operational bridge between bar service and the culinary team.

Internal Vendor Coordination

• Serve as the on-property operational partner for Walters Hospitality's internal teams - floral, culinary, photography, entertainment, and others.
• Coordinate timing, logistics, and communication to ensure all teams are set up for success on event days.
• Build strong working relationships across internal departments and support them in delivering at the level our clients expect.

Financial Accountability

• Manage operations against an established budget, with accountability for outcomes in labor costs, inventory, and operational expenses.
• Monitor spend proactively and identify opportunities to control costs without compromising quality.

Property Maintenance

• Identify and communicate maintenance and repair needs in partnership with the facilities team.
• Keep all venues, villas, and common areas in exceptional condition.
• Support preventative maintenance planning and facility improvement projects.

How You Lead
The Laiken is a one-of-a-kind property and this role calls for someone who treats it that way.

• Thinks proactively and anticipates problems before guests or clients feel them
• Makes confident, sound decisions under pressure and owns the call
• Keeps the business in mind: understands labor cost controls, manages inventory with intention, and stewards the budget responsibly
• Leads with integrity and does what's right for the guest, the team, and the company, especially when it's hard
• Brings positive energy to the floor and sets the tone for the team and the experience
• Sees the bigger picture and can zoom out from the day-to-day to identify what's working, what isn't, and what could be better

What We're Looking For

• 5+ years of leadership experience in hospitality, events, lodging, or food and beverage - ideally across more than one of those areas
• Experience managing hourly teams in a fast-paced, physically demanding environment
• Strong cross-functional collaborator who can get results without direct authority over every team on property
• Demonstrated ability to manage to a budget and understand the financial drivers of operations
• Proficient in CRM systems, Google Docs, and Google Sheets
• TABC and ServSafe certified (or willing to obtain upon hire)
• Valid driver's license and reliable transportation
• Available evenings, weekends, and holidays - that's when our clients need us most

Compensation & Benefits

• $65,000-$70,000 annual salary with 20% bonus potential
• Unlimited PTO
• 85% Employer-Paid Medical Insurance
• Dental and Vision Insurance Options
• 401(k) with 4% Company Match
• Device and Cell Phone Stipends
• Professional Development Opportunities