Director of spa and guest experience job description

Become one of the stars behind The SHOW and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.
PURPOSE:

The Director of Guest Experience is responsible for "setting the strategic direction on all property Guest Experience initiatives and collaborating" with the property president and executive committee to develop and "drive" strategic process improvement plans resulting in measurable customer loyalty gains. The Guest Experience Director will also lead and coordinate any on-site implementation strategies that focus on customer-centric initiatives produced by the center of excellence.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* Serves as the on-site VOC (voice of customer) expert for property executive team while "driving the guest experience strategies and "overseeing multiple projects that focus on implementing processes and solutions that enhance key episodes in the guest journey to achieve KPIs and improve customer loyalty.
* Designs and implements new processes and behaviors that create high performing teams that foster a culture of customer centricity and continuous improvement.
* Designated point of contact/liaison between property employees and the executive team to ensure strategies are developed that focus on communicating, recognizing, and sharing methods of operational improvements and accomplished measurements of success.
* Leads and facilitates productive monthly service meetings that focus on trending operational opportunities, service excellence, and the status/achievement of KPIs and other measurable goals.
* Coaches and collaborates with property senior leaders to develop service plans and break down any barriers to success.
* Partners with the Center of Excellence, corporate Guest Experience Director, and other key stakeholders to implement new enterprise-wide guest experience strategies while being a change champion and on-site expert for executive team and property operators.
* Manages property post-stay guest correspondence for C-suite and escalated guest letters.
* Perform other job-related duties as requested

MINIMUM REQUIREMENTS:

* Bachelor's Degree in Hotel or Business Administration or equivalent experience
* Four(4)years management experience

PREFERRED:

* Large scale, fast-paced hospitality and/or gaming experience
* Six Sigma, or other quality and process improvement certification
* Previous experience working in a similar resort setting
* At least 3 years leading quality improvement initiatives

CERTIFICATIONS, LICENSES, REGISTRATIONS:

* Proof of eligibility to work in the United States.
* Gaming Registration

KNOWLEDGE, SKILLS, AND ABILITIES:

* Strong influential leadership, solution-driven thinking, solid analytical and project management skills
* Solid working knowledge of Microsoft Excel
* Ensure clarity of expectations, holds team to shared standards and demonstrates a company-wide mindset by adopting others' best practices.
* Drives results by effectively using resources and looks for new approaches to gain efficiencies without sacrificing effectiveness
* Must possess excellent communication skills in verbal and written form and be able to communicate transparently and with tact and diplomacy to deliver information and be a truth teller to property leadership.
* Drives strategies with a sense of urgency to meet company performance deadlines, and appropriately seeks, listens to, and respects input from others.
* Consistently responds to and addresses all questions, requests, and action items on time
* Supports the development of a culture where innovation and creativity are encouraged and rewarded.
* Involves others in change management to foster collaboration; Consistently driving accountability to the heightened expectations of guest service performance.
* Able to assess and develop their leadership skills; seeks, accepts, and acts upon input from multiple sources on their performance and leadership style in order to continuously grow and develop.

Location:

Atlantic City, New Jersey

WORK, PLAY & ENJOY LIFE WITH HERITAGE
We offer a work environment that is focused on the employee experience, extremely flexible work schedules and benefits that are unmatched in the industry; including generous discounts on hotel room rates and food at all of our restaurants in the portfolio across the state of New Mexico!
Full-time salaried position with a range starting at $55k annually + benefits DOE. Located in Santa Fe, NM. Working out of our Eldorado Hotel and Spa.

Position Purpose: The Guest Experience Director and their team helps sets the tone for the Heritage experience as the main points of contact for duration of a guests stay. The Guest Experience Directors are expected to be professional consistent and energetic when they welcome the guests stay at a Heritage property. Our Guest Experience Manager and team will articulate the story, inspiration, behind the experience of Heritage, while prioritizing and being mindful of the guests needs. The Guest Experience Manager is an essential support to the Front of House team in creating unforgettable experiences for guests.

Supervisory Responsibilities: Lead Guest Experience Hosts, Guest Experience Hosts, Bellman, Valet, and in house PBX

Essential Duties and Functions/Responsibilities/Tasks:

• Work under dotted line direction of property General Manager and Corporate Director of Guest Experience, while reporting directly to either the Director of Rooms or Director of Operations depending on hotel.
• Maintain high level of positive and professional approach with employees, coworkers, and guests.
• Set goals for performance that coincide with Heritage's plans and vision.
• This position is responsible for being the first point of contact in guest service recovery for the property.
• Review occupancy and event levels at property and schedule department employees accordingly and within budget.
• Drive morale positively as the accountable party to be present and visible to guests and team members.
• Assign, train, mentor and direct staff to carry out the exceptional guest experience and foster an environment for employees to be successful in performance, and further feel engaged and valued.
• Perform interview, hire, disciplinary, and termination actions when necessary for team members.
• Provide highly knowledgeable and innovative community minded recommendations for guests about hotel events, amenities, local attractions, restaurants, etc.
• Monitor blocks and additional blocking as needed, i.e. special requests, suites, etc.
• Maintain an efficient system of communication between the Front Office and all other departments, with particular regard to guest's arrivals and departures.
• Manage all aspects (including challenges) of our reservations system.
• Resourcefully solve any issues that arise and seize control of any problematic situation.
• Passionately deliver refined, seamless service, while upholding the highest level of confidentiality for the safety and comfort of each guest.
• Acknowledge special occasions with guests; weddings, birthdays, anniversary, etc. further providing room upgrades and amenities when applicable.
• Other duties as assigned consistent with the functions of this position as needed at the property.

#LD2022 #DL #HP22

Requirements:

• Proven leadership experience in a hotel setting required, with a passion to provide exemplary guest service.
• 2-3 years or equivalent combination of education and experience; high volume guest-interfacing hospitality experience a must.
• Must be highly knowledgeable and openly willing to be creative in curating an experience for the guest in the hotel and city for which this position is listed. This requires expertise on local dining, entertainment, events and attractions in the area of the hotel and the greater city area.
• Must be a passionate people person, as this job is highly interactive and requires superb customer service skills.
• Friendly and warm demeanor, excellent verbal and written communication and ability to multitask while maintaining poise.
• Strong knowledge of hospitality software and MS Office required.
• Ability and willingness to work flexible long hours including weekends, holidays and late nights.
• Ability to work on feet for eight hours or more.
• Must be able to lift/push/reach for/carry 25+ pounds occasionally.
• High school diploma or equivalent experience/training required; some college preferred.

NM Safe Certified Hotelier, Inspiring Our Communities, & Celebrating Local Artisans.

Heritage Hotels & Resorts Inc. is an Equal Opportunity Employer.

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