Daniel Douglas

Workplace experience and hospitality leader with 15+ years of experience delivering high-touch guest, client and workplace services across financial services, hospitality and event environments. Proven leader of high-performing teams and multi-location guest service programs, with a strong track record of building service culture, developing talent, strengthening operational standards and creating memorable experiences for executives, clients and visitors. Experienced in VIP coordination, visitor management, conference and meeting services, cross-functional partnership, service recovery and operational improvement.

Known for a calm, polished leadership style and a commitment to hospitality excellence.

Guest Relations Manager at Rapport Guest Services at Morgan Stanley (2015-09 – Present)

Lead guest relations operations and frontline service delivery for a premier global financial institution, setting a high standard for polished, personalized and consistent workplace hospitality.

• Lead, coach and develop Guest Relations and Lobby Ambassador teams, reinforcing accountability, professionalism, collaboration and a guest-first service culture.
• Manage visitor pre-registration and arrival experiences, ensuring clients, executives and visitors receive a seamless and welcoming first impression.
• Partner closely with Security Directors and internal stakeholders to coordinate VIP visits and complex arrivals while maintaining discretion, composure and exceptional service.
• Drive team performance through coaching, onboarding and mentorship; oversee new-hire onboarding through Fieldglass and support team members in achieving service excellence.
• Lead the NYC Metro Lobby Ambassador Program, guiding team members across locations and creating consistent service expectations and operating standards.
• Spearheaded Morgan Stanley's return-to-work initiative following COVID, helping coordinate a successful transition while maintaining a high-quality workplace experience.
• Prepare and present lobby and visitor performance data for quarterly management meetings, using operational insights to inform service and staffing decisions.

Associate Director – Marketing & Events at Yonkers Brewing Company (2014-12 – 2015-09)

Led event planning, hospitality and marketing strategy from pre-opening through full operation, establishing processes and experiences that supported growth and customer engagement.

• Directed event bookings, client communications, promotions and onsite execution, ensuring a polished experience from initial inquiry through event completion.
• Secured $100K+ in event sales within six months and implemented a Groupon Merchant account that introduced 1,500+ new customers.

Project Manager at American Maintenance (2012-06 – 2014-12)

Led multiple construction projects across Westchester, Putnam and Fairfield Counties, coordinating teams, vendors, schedules and onsite operations.

• Achieved 100% on-time project completion and reduced material costs by 15% through vendor negotiations and disciplined operational planning.

Meeting & Conference Services Manager at New York Hilton Midtown (2010-10 – 2012-06)

Led conference operations and supervised teams to deliver seamless meetings and events, with a focus on service quality, logistics and client satisfaction.

• Oversaw event logistics, vendor coordination and package room operations while improving processes and team efficiency.
• Streamlined package delivery processes and developed an inventory system that improved operational efficiency and team performance.

Bachelor of Business Administration in Hotel Management – Pace University, Lubin School of Business

Associate Degree in Hospitality Management – SUNY Delhi