Job Details

Qualifications:

• Bachelor’s degree in business, Hospitality, Marketing, or a related field.
• Experience with loyalty programs, retention tools, or guest satisfaction software.
• Previous management or leadership experience in a customer-facing role.
• Familiarity with data analysis and the ability to use insights to drive business decisions.
• Proven experience in customer service, guest relations, or a similar role, with a focus on guest retention.
• Strong interpersonal and communication skills, both written and verbal.
• Ability to remain calm and solution-oriented in challenging situations.
• Exceptional problem-solving skills and the ability to think creatively to resolve guest issues.
• Detail-oriented, with excellent organizational and time-management skills.
• Proficiency in CRM software, guest feedback systems, and Microsoft Office Suite.
• A passion for providing outstanding service and creating positive experiences for others.
• Ability to work independently and as part of a team.

 

 

 

 

 

Position Requirements:

Guest Advocacy:

• Serve as the primary point of contact for guest inquiries, ensuring that their concerns and feedback are heard and addressed promptly.
• Create and maintain a positive, welcoming, and personalized guest experience across all touchpoints.
• Actively listen to guests and offer tailored solutions to enhance their satisfaction.
• Handle guest complaints, escalate issues when necessary, and ensure timely resolution while maintaining a high standard of service.

 

Retention Strategy:

• Develop and implement retention programs to foster long-term guest loyalty.
• Analyze guest feedback, trends, and data to identify opportunities for improvement and retention strategies.
• Work with the marketing and sales teams to create targeted campaigns, special promotions, and loyalty programs to engage and retain guests.
• Monitor and report on the effectiveness of retention initiatives and adjust strategies based on results.

 

Relationship Management:

• Build strong, lasting relationships with key guests to drive repeat business.
• Collaborate with internal teams to ensure the delivery of consistent, high-quality service for all guests.
• Engage with guests via multiple channels (in-person, email, phone, and social media) to ensure ongoing communication and satisfaction.

 

Performance Monitoring:

• Track retention metrics and guest satisfaction scores and ensure that KPIs are met.
• Analyze feedback, reviews, and other performance data to understand guest sentiment and identify areas for improvement.
• Provide regular reports to senior management regarding retention strategies, success, and areas for growth.

 

Physical Requirements:

• Be on your feet for extended periods of time
• Ability to carry, lift, push, pull, and move up to 50 pounds.
• Prolonged periods of sitting at a desk may be required
• Ability to travel a minimum of 50%

 

Team Management:

• Promote a positive, inclusive, and motivating work environment that encourages collaboration and high performance.
• Guide the team in overcoming obstacles and finding solutions to guest concerns or service issues.
• Ability to motivate, inspire, and guide a team toward achieving organizational goals.
• Provide regular training, mentorship, and feedback to foster growth and improve performance.

 

 

 

 

 

Who you are:

• Confident: I project a professional image and positive energy. I take ownership of the cleanliness of the property. I am passionately focused on self-improvement and learning. I represent the ModBrand with pride.
• Safety Driven: I am committed to following processes to ensure the safety of all. I take action if I see unsafe conditions or behavior. I avoid distractions and strive for excellence in my workmanship. I am protective of company resources and materials.
• Efficient: I recognize my customers time is a luxury. I have a massive sense of urgency. I will provide accurate and timely information. I am mentally present and focused. I am organized and prepared.
• Guest Obsessed: I get guests comfortable by smiling, making eye contact, and offering amenities. I will deliver mind blowing customer service by using my imagination. I have a Servant’s Heart and will create great memories. I show that I care by expressing my intentions.

 

uphold the company ModKeys at all times:

• • Experience
    • I get guests comfortable by smiling, making eye contact, and offering amenities.
    • I will deliver mind blowing customer service by using my imagination.
    • I have a Servants Heart and will create great memories.
    • I show that I care by expressing my intentions.
  • Efficiency
    • I recognize my customers time is a luxury.
    • I have a massive sense of urgency.
    • I will provide accurate and timely information.
    • I am mentally present and focused.
    • I am organized and prepared.
  • Safety
    • I am committed to following process to ensure the safety of all.
    • I take action if I see unsafe conditions or behavior.
    • I avoid distractions and strive for excellence in my workmanship.
    • I am protective of company resources and materials.
  • Image
    • I project a professional image and positive energy.
    • I take ownership in the cleanliness of the property.
    • I am passionately focused on self-improvement and learning.
    • I represent the ModBrand with pride.

 

 

ModWash provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or genetics. Job Types: Full-Time