Guest Experience Director

1 day ago

Edmonton, Alberta, Canada Coast Hotels Full time
Job Description:

The Guest Experience Director plays a vital role in ensuring the highest standards of hospitality and service at Coast Hotels.

Responsibilities:
  • Maintains strong working relationships with all departments to support property operations and goals, expediting the resolution of any problems arising during general operations.
  • Communicates any deviations from established norms to the appropriate department promptly.
  • Sends a copy of the MOD report to all departments daily.
  • Strives to improve service performance continuously.
  • Ensures compliance with all policies, standards, and procedures.
  • Emphasizes guest satisfaction in all departmental meetings, focusing on continuous improvement.
Supporting Profitability Goals:
  • Understands and complies with loss prevention policies and procedures.
  • Reviews staffing levels to ensure guest service, operational needs, and financial objectives are met.
  • Analyzes financial statements, sales reports, activity reports, and other performance data to measure productivity, goal achievement, and identify areas for cost reduction and program improvement.
Managing the Guest Experience:
  • Intervenes in guest/associate situations as needed to maintain property integrity, achieve guest satisfaction, and preserve associate well-being.
  • Empowers associates to provide excellent customer service.
  • Provides immediate assistance to guests as requested.
  • Leads by example in displaying outstanding hospitality skills.
  • Sets a positive example for guest relations.
  • Responds to and resolves guest problems and complaints.
  • Ensures associates understand customer service expectations and parameters.
  • Regularly interacts with customers throughout the property to gather feedback on product quality, service levels, and overall satisfaction.
  • Participates in developing and implementing corrective action plans to improve guest satisfaction.
  • Records guest issues in the guest response tracking system.
Assisting Human Resources Activities:
  • Participates in the investigation of associate and guest accidents as needed.
  • Observes associate service behaviors and provides individual feedback.
  • Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
  • Celebrates successes and publicly recognizes team member contributions.
  • Ensures associates are cross-trained to support daily operations successfully.
  • Administers property policies fairly and consistently, ensuring disciplinary procedures and documentation comply with Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
  • Understands and, if necessary, implements all emergency plans, including those for accidents, deaths, elevator issues, thefts, vicious crimes, bombs, and fires.
Compensation and Benefits:

The estimated annual salary for this position is $60,000 - $80,000, depending on experience. Coast Hotels offers a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, and paid time off.

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