Director of Guest Experience & Luxury Hospitality Leader
Over 14 years of executive leadership at iconic properties like The Hermitage Hotel, specializing in Forbes Five-Star standards and VIP relations.
About Me
With over 14 years of experience in luxury hospitality, including 12+ years at The Hermitage Hotel, my expertise lies in people management, strategic thinking, and professional communication. As the Director of Guest Experience since 2022, I focus on delivering exceptional guest experiences while leading initiatives that align with the historic vision of this iconic property.
Professional Experience
Director of Guest Experience / Director of Guest Services
The Hermitage Hotel · Feb 2022 - Present (Nashville, TN)Lead and mentor a cross-functional team including Front Office, Concierge, Valet, and Bell Services to deliver Forbes Five-Star and LHW standards. Partner with executive leadership on budgeting, forecasting, and departmental performance metrics.
Guest Services Manager
The Hermitage Hotel · May 2011 - Feb 2022 (10 yrs 10 mos)Contributed to guest service excellence through strategic planning, operational efficiency, and fostering a culture of pride and loyalty among team members.
General Manager
Southern Valet & Transportation · Aug 2019 - Sep 2020 (1 yr 2 mos)Directed overall transportation operations, team development, and high-level client relations in Columbia, South Carolina.
Core Expertise
Executive Management
Strategic planning, budgeting, forecasting, and driving departmental operational excellence.
Customer Loyalty & VIP Relations
Cultivating elite relationships with FHR Centurion, I Prefer, and high-end travel partners.
Team Leadership & Training
Mentoring cross-functional teams and implementing staff training programs for personalized guest service.
Professional Endorsements
Jordan is an exceptional hospitality professional whose dedication to luxury service standards and team development is truly unmatched in the industry.
Colleague / Hospitality Expert
The Hermitage Hotel NetworkHis leadership during high-profile events and ability to manage complex guest relations seamlessly sets a benchmark for 5-star operations.
Executive Management Partner
Nashville, TNLet's Connect
Direct Contact
For professional inquiries and hospitality leadership opportunities, reach out directly:
jtolliver@thehermitagehotel.com