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