Hospitality and Community Director

Matt Worley

McKinney, TX ***********@*****.*** 646-***-**** LinkedIn Profile

DIRECTOR OF HOSPITALITY OPERATIONS EXECUTIVE

Dynamic hospitality and operations leader with 18+ years of experience driving exceptional guest experiences, multi-site operations, and large-scale team leadership. Proven ability to elevate service standards, optimize processes, and lead high-performing teams that deliver measurable improvements in customer satisfaction, retention, and revenue growth. Adept at balancing strategic vision with hands-on execution to create a culture of hospitality excellence.

Core Competencies:

Hospitality & Guest Experience Multi-Site Leadership Account Management P&L Oversight Operational Strategy Team Development Process Optimization Change Management Budgeting & Forecasting Client Engagement PROFESSIONAL EXPERIENCE

EXPANSIVE WORKSPACES Dallas, TX

National Director of Operations 2022 – 2023

Led operations, hospitality programs, and client experience across 45 co-working locations in 35 states, overseeing $85M in annual revenue. Drove hospitality standards and customer engagement for a rapidly growing portfolio.

• Designed and executed an incentive program that boosted hospitality scores and increased revenue portfolio-wide.

• Partnered with Hospitality, Sales, and Account Management teams to raise NPS by 15 points across all locations.

• Provided leadership for 45 community managers, 2 regional managers, and 3 program managers, fostering a culture of service excellence.

• Directed recruitment, hiring, and training for all new operations staff, ensuring consistent hospitality standards nationwide.

WEWORK San Francisco, CA

Regional Operations & Customer Success Manager 2018 – 2022 Managed operations, hospitality programs, and client success across 8 premier locations, generating $30M in annual revenue. Delivered superior guest experience while optimizing retention and revenue.

• Maintained average NPS scores of 78+ across all locations through targeted hospitality and engagement strategies.

• Elevated Google review ratings from 3.7 to 4.5, enhancing brand reputation and driving occupancy growth by 20%.

• Oversaw P&L for multiple sites, aligning financial performance with hospitality objectives.

• Implemented experiential events and curated spaces that enriched the member experience.

WALDEN SECURITY Dallas, TX

Regional General Manager – Texas/Oklahoma 2023 – Present Responsible for operations, client relationships, and revenue management for a two-state region overseeing 65+ sites and $60M in annual revenue.

• Strengthened client partnerships and implemented process improvements to ensure service excellence.

• Directed staffing decisions for 240+ positions, maintaining high operational and customer satisfaction standards.

ZOGSPORTS Los Angeles, CA

Director of Operations & Accounts – Southern California 2012 – 2018 Launched and grew the largest adult recreational sports community in Southern California, emphasizing guest experience and client relationships.

• Built business from inception to $3M revenue within 5 years through superior customer engagement. “Treating every client like a celebrity.”

• Managed hospitality and operations for 30+ weekly events serving 13,000+ clients annually.

• Led team of 5 full-time operations and hospitality managers and 85+ part-time customer engagement staff, ensuring consistent service delivery. EDUCATION

Master of Arts in Human Interaction – American Conservatory Theater, San Francisco, CA

Bachelor of Arts in Education – Dana College, Omaha, NE TECHNICAL SKILLS

MS Office Suite Google Workspace Salesforce Yardi Zendesk Tableau Medallia

(NPS) Slack Hubspot Monday.com Zoom Teams

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