Director of Guest Experience (High Point)

About High Point Market AuthorityHigh Point Market is the largest home furnishings industry trade show in the world — attracting around 75,000 industry professionals from over 100 countries each spring and fall. With nearly 12 million square feet of exhibit space and up to 2,000 exhibitors, we are the epicenter of home design innovation.The High Point Market Authority exists to make it all happen. We are a mission-driven team that operates with purpose, precision, and genuine care for every guest who walks through our city.Position OverviewWe are seeking a strategic, people-centered Director of Guest Experience to lead our guest service initiatives for High Point Market. This is a high-visibility, director-level role responsible for ensuring every attendee — from first-time domestic buyers to international delegations — receives a seamless, welcoming, and world-class experience.This position serves a critical role related to Market's reputation and atmosphere, overseeing logistics, safety, hospitality, entertainment, and special programs across both Market weeks and year-round operations.The physical requirements of this position include prolonged standing, walking, bending, reaching, and occasional lifting and carrying of materials weighing up to 35 pounds. The employee must be able to perform these essential job functions with or without reasonable accommodation.Department: OperationsReports to: Senior Vice President of Operations & FinanceLocation: High Point, NCStatus: Full-Time, Exempt/SalariedSalary Range: $70,000 - $85,000Key Responsibilities— Direct all aspects of the guest experience, including pre-arrival planning, on-site execution, and post-event satisfaction— Oversee international buyer services, ensuring a tailored experience for global attendees— Curate and manage on-street activations and guest experiential initiatives that enhance engagement and community atmosphere— Oversee the hospitality area and public spaces at 115 S. Hamilton Street — both during and between Market events — operating as a central hub of information and engagement— Oversee the selection, planning, and execution of Market entertainment and Center Stage activations— Manage the hiring, training, and supervision of part-time information staff— Lead the part-time and in-office customer service team, providing training, support, and day-to-day oversight— Oversee sponsorship activations to ensure alignment with brand values and a high-quality attendee experience— Manage hotel partnerships and private home housing programs, ensuring options align with varying guest needs— Support wayfinding efforts and collaborate with city officials on Market branding activations— Coordinate rideshare operations, including Uber, Lyft, and special shuttle services to optimize accessibility— Partner with High Point Police, Fire, Emergency Management, and Guilford County EMS on guest safety protocols— Coordinate with the City of High Point transportation, parks & recreation, and public services departments on on-site logistics— Manage the Guest Services departmental budget with fiscal responsibility and strategic allocation of resources— Perform other duties as assignedIdeal CandidateThe ideal candidate brings a blend of strategic thinking, operational excellence, and genuine hospitality. We are looking for someone who thrives in a fast-paced, event-driven environment and leads with empathy, energy, and a bias for action.Preferred Qualifications— Bachelor's Degree required; a focus in Communications, Event Management, Hospitality Management, or a related field is a plus— 5+ years of experience in event management, guest services leadership, or similar experience — ideally at scale— Strong team leadership skills with experience managing both full-time and part-time staff— Excellent communication and relationship-building skills across internal teams, city agencies, and external partners— Demonstrated experience managing departmental budgets and vendor relationships— Calm, decisive, and solution-oriented in high-pressure, high-visibility situations— Familiarity with trade show, convention, or large-scale event environments is a plusWhy Join Our Team— Be part of a world-renowned industry event that shapes the future of home furnishings— Work alongside a collaborative, passionate, and mission-driven team— Full-time, in-office position with a comprehensive benefits package— Lead high-impact programs experienced by tens of thousands of guests each season— Work in the heart of High Point, NC — the home of home furnishingsCore ValuesAt High Point Market Authority, culture isn't a poster on the wall — it's how we work every day. We hire for fit, and we look for people who don't just understand these values but live them.— Collaboration: We work together with purpose and partnership, fostering open dialogue, mutual respect, and a shared commitment to excellence.— Adaptability: We embrace change and growth with resilience, grace, and creativity — staying open to new ideas and committed to ongoing innovation.— Integrity: We hold ourselves to high ethical and performance standards, ensuring we are trusted partners to our guests, stakeholders, and each other.— Responsiveness: We respond to the needs of others with urgency, empathy, and care — listening actively and acting quickly, always focused on solutions.— Impact: We strive to make a meaningful, lasting difference — guided by purpose and aligned with the needs of our industry and community.— Engagement: We are present and invested in our work, our relationships, and our environment — taking initiative to build meaningful partnerships and experiences.How To ApplyInterested candidates should submit a current resume to emily@althrpartners.com. Please include "Director of Guest Experience" in the subject line. Applications will be reviewed on a rolling basis. We encourage you to apply promptly.High Point Market Authority is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.