Director of Customer Experience (Regional Manager)

Job Description: Director of Customer Experience (Regional Manager)

Company: Radkin Hospitality

Position Overview:

The Director of Customer Experience (Regional Manager) is a pivotal leadership role within Radkin, responsible for ensuring exceptional hospitality standards across multiple properties within their region. Reporting directly to the Vice President of Operations, this individual oversees all customer-facing roles, including Lead Valets and Lead Concierge. The Director will ensure seamless service delivery, foster a culture of hospitality, and drive operational excellence aligned with Radkin's core values and philosophy.

Key Responsibilities:

Leadership & Team Management

• Supervise and mentor Lead Valets and Lead Concierge across assigned properties, ensuring they deliver consistent and outstanding customer experiences.
• Conduct regular performance evaluations, set objectives, and provide actionable feedback for team growth.
• Lead recruitment, onboarding, and training of on-site hospitality staff to ensure alignment with Radkin’s commitment to Unreasonable Hospitality.

Operational Excellence

• Develop and implement strategies for service improvement and operational efficiency in valet and concierge services.
• Monitor and evaluate property-level service metrics, addressing gaps and ensuring goals are consistently met or exceeded.
• Standardize processes and best practices for all regional locations to maintain brand consistency.

Customer Experience & Satisfaction

• Serve as the primary point of escalation for customer concerns, resolving issues promptly and professionally.
• Collaborate with on-site teams to develop memorable guest interactions and personalized services.
• Actively solicit and analyze customer feedback to enhance the overall experience.

Collaboration & Communication

• Partner with property stakeholders and external partners to ensure smooth service integration.
• Maintain open and proactive communication with Radkin’s executive leadership, providing updates on operational progress and key initiatives.
• Work closely with the Vice President and other leadership team members to align customer experience goals with company objectives.

Strategic Planning

• Identify opportunities for growth, service diversification, and innovation in customer experience delivery.
• Plan and execute region-specific initiatives to enhance team engagement, client satisfaction, and revenue.
• Develop budgets, track expenditures, and manage resources effectively across multiple locations.

Qualifications:

• Experience: Minimum 5 years in hospitality management or a customer experience leadership role, preferably with multi-property oversight.
• Education: Bachelor’s degree in Hospitality Management, Business, or related field (preferred).
• Skills:
• Strong leadership and interpersonal skills, with a proven ability to inspire and guide diverse teams.
• Exceptional problem-solving and decision-making abilities.
• Outstanding verbal and written communication skills.
• Knowledge of hospitality technologies and CRM systems is a plus.
• Traits:
• Passionate about hospitality and exceeding customer expectations.
• Highly organized with a proactive and hands-on approach to challenges.
• Committed to embodying and promoting Radkin’s core values and ethos.

Why Join Radkin?

At Radkin, we believe in creating unforgettable experiences through our commitment to excellence and hospitality. As Director of Customer Experience, you’ll have the opportunity to shape service standards across a dynamic portfolio and lead teams that make lasting impressions on guests.

Location: Regional coverage across Houston, Texas

Employment Type: Full-Time

Application: Interested candidates, please send your resume and cover letter to yfalcon@radkin.com .