Director of Guest Experience
Apply NowCompany: Continental Services
Location: Troy, MI 48085
Description:
Director of Guest Experience
Department: Marketing 500011
Employment Type: Full Time
Location: Innovation Center
Reporting To: Jacob Bloomhuff
Description
The Director of Guest Experience plays a crucial role in overseeing and elevating the entire customer journey, from initial engagement to post-departure follow-up. This position leads strategic initiatives within the guest experience department, which encompasses the Guest Experience Managers, and Guest Support Manager. The primary goal is to deliver unparalleled service standards, effectively manage guest feedback, and foster a culture of continuous improvement and loyalty using a data-driven approach.
Key Responsibilities
Leadership and Team Management:
Client Relationship + Guest Experience Management:
Operational Excellence:
Data Analysis + Reporting:
Skills, Knowledge and Expertise
Benefits
We prioritize the health, wellness and work-life balance of our team members and designed our comprehensive compensation packages to reflect that.
Full-time team members are eligible for medical, dental and vision insurance, life insurance, disability insurance, parental leave, 401(k) with company match, at-work dining perks, flexible schedules, generous PTO, and a total rewards program. Team Members can also use our inclusive employee assistance program.
Part-time Team Members are eligible for our 401(k) with company match, at work dining perks and team members can also use our inclusive employee assistance program.
Location-specific perks may also include wellness programming, on-the-job training, corporate-hosted courses, certifications and team events.
Department: Marketing 500011
Employment Type: Full Time
Location: Innovation Center
Reporting To: Jacob Bloomhuff
Description
The Director of Guest Experience plays a crucial role in overseeing and elevating the entire customer journey, from initial engagement to post-departure follow-up. This position leads strategic initiatives within the guest experience department, which encompasses the Guest Experience Managers, and Guest Support Manager. The primary goal is to deliver unparalleled service standards, effectively manage guest feedback, and foster a culture of continuous improvement and loyalty using a data-driven approach.
Key Responsibilities
Leadership and Team Management:
- Direct and support a high-performing guest experience team, ensuring excellence in onboarding, training, and scheduling of staff.
- Develop and enforce robust policies and procedures to maximize guest satisfaction and operational efficiency.
- Provide visionary leadership, staying informed of industry trends and customer behaviors to ensure alignment with organizational standards and objectives.
Client Relationship + Guest Experience Management:
- Optimize the guest experience by leveraging guest data and feedback to implement the "Clients for Life" retention initiative.
- Analyze guest feedback to generate actionable insights and drive improvements in service delivery.
- Enhance cross-functional collaboration with marketing, operations, IT, and field service teams to ensure a cohesive guest experience.
Operational Excellence:
- Maintain strict adherence to service standards, fostering an environment of continuous improvement.
- Manage guest inquiries and complaints efficiently, using data to enhance problem-solving and resolution processes.
- Drive ongoing service enhancement initiatives through data analytics, aligning with industry best practices and fostering innovation.
Data Analysis + Reporting:
- Utilize comprehensive guest satisfaction data platforms (e.g., JIRA/Smartsheet) and CRM tools (e.g., Salesforce) to identify trends, anticipate guest needs, and customize services.
- Develop and maintain reports on guest experience metrics, presenting data-driven insights and strategic recommendations to senior leadership.
- Employ data analysis for informed decision-making, forecasting, and planning to enhance future guest experiences.
Skills, Knowledge and Expertise
- Experience: Minimum of 5 years in guest services or hospitality management, with a demonstrated focus on leveraging data to improve guest satisfaction and loyalty. Experience in the hospitality, service, or retail industries is advantageous.
- Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field; Master's degree strongly preferred.
- Skills: Exceptional organizational capabilities, advanced analytical and problem-solving skills, and superior communication and presentation proficiency. Expertise in data analytics and interpretation is essential. Preferred experience with JIRA, Smartsheet and Salesforce platforms.
- Proactivity and Adaptability: Demonstrates a motivated, self-directed, and results-oriented approach, thriving in a dynamic environment. Highly organized and successful project management capabilities to develop and implement process and workstreams.
- Leadership and Communication: Exhibits outstanding leadership and communication skills, with a proven ability to effectively direct and inspire a diverse team.
- Technological and Analytical Proficiency: Remains at the forefront of emerging technologies and analytical methods that enhance guest interaction and operational efficiency.
Benefits
We prioritize the health, wellness and work-life balance of our team members and designed our comprehensive compensation packages to reflect that.
Full-time team members are eligible for medical, dental and vision insurance, life insurance, disability insurance, parental leave, 401(k) with company match, at-work dining perks, flexible schedules, generous PTO, and a total rewards program. Team Members can also use our inclusive employee assistance program.
Part-time Team Members are eligible for our 401(k) with company match, at work dining perks and team members can also use our inclusive employee assistance program.
Location-specific perks may also include wellness programming, on-the-job training, corporate-hosted courses, certifications and team events.