Director of Guest Experience

Description

Complex Director of Guest Experience

Job Summary:

As the Complex Director of Guest Experience, this role will be effective at Thompson Hollywood Hotel and Hollywood Volume Hotel. The ideal candidate will deliver impeccable and anticipatory service while acting as our established guests’ central property point of contact. This leader shall enhance the overall guest journey from pre-arrival to making a lasting impression post-departure by offering exceptional personalized service and “Enabling Uplifting Experiences”. This will ensure seamless coordination of guest preferences by maximizing satisfaction and acting with thoughtful kindness. This is a Director position therefore candidates without 3-5 years of proven hotel experience will not be considered for this role.

• Consistently offer a friendly and engaging level of service that contributes positively to the Brand’s vision and mission. Promote and lead a service driven, results driven work environment with effective structure to elevate Guest Satisfaction scores.
• Serve as liaison for the guest to all departments. Maintain a culture of excellence by ensuring consistent delivery of exceptional guest experiences.
• Implement processes for pre-arrival and post-stay communication with guests.
• Update all necessary systems with information pertaining to arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.
• Manage all loyalty programs and guest recognition programs.
• Collaborate with various departments to ensure seamless coordination of guest preferences and services, including Front Desk, Housekeeping, and Food and Beverage.
• Continuously analyze guest feedback and reviews, identifying areas of improvement and implementing strategies to enhance the overall guest experience and satisfaction scores.
• Create and maintain a comprehensive database of guests’ preferences, and historical information to facilitate proactive guest engagement and personalized offerings.
• Coordinate with Food and Beverage on amenity deliveries.
• Monitor key performance indicators and track progress towards meeting guest satisfaction goals, providing regular reports and analyses to senior management.
• Manage guest complaints and resolution processes, taking ownership of guest concerns and ensuring prompt and satisfactory resolution.
• Collaborate with Management to maintain service standards aligned with Ten Five Hospitality Standards.

Qualifications

What We need from you:

• Minimum of 3-5 years of experience in a guest services leadership role.
• Proven track record of delivering exceptional guest experiences and achieving high guest satisfaction scores.
• Strong leadership skills with the ability to inspire and motivate a diverse team.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and senior management.
• Detail-oriented with exceptional problem-solving and decision-making abilities.
• Proficient in guest service software and familiarity with guest satisfaction measurement systems.
• Flexibility to work irregular hours, weekends, and holidays as required.

Salary : $80,000 - $85,000