Director of Guest Experience and Programming

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Job description

Overview:
Opportunity: Director of Guest Experience & Programming

This key leadership role plays a pivotal role in ensuring exceptional experiences for our guests, including VIPs, groups and even pets. The Director of Guest Experience & Programming will foster a diverse and talented team, equipped to handle a broad spectrum of guest needs with personalized care, and you will command every aspect of the guest journey from arrival to departure.

Potential Career Path

Hotel Manager - General Manager

Leadership and Team Management:

Lead and guide a diverse and inclusive team, fostering a positive and collaborative environment.

Develop and empower a high-performing team dedicated to exceptional guest service.

Provide comprehensive planning, organization, and direction, ensuring efficient guest service delivery and exceeding guest expectations.

Coach, mentor, and guide team members, fostering continuous learning and development in guest service excellence.

Guest Experience & Service Excellence:

Oversee and ensure seamless guest arrivals, memorable stays, and flawless departures, adhering to all resort policies and procedures.

Assist with VIP guest services, including pre-arrival room inspection, guest greetings, and anticipation of needs.

Collaborate seamlessly across departments (F&B, Sales, Spa) to fulfill all guest requests and guarantee exceptional experiences.

Proactively identify and resolve guest concerns, exceeding expectations through personalized attention and innovative solutions.

Implement new policies and procedures to enhance guest satisfaction and elevate the overall resort experience.

Lead Quality Assurance efforts, ensuring all brand and service standards are consistently met and exceeded.

Communication and Problem-Solving:

Possess exceptional communication skills, engaging effectively with guests, team members, and leadership.

Employ strong diplomatic skills to build positive relationships and navigate diverse situations effectively.

Demonstrate critical thinking and problem-solving abilities, finding creative solutions to operational and experiential challenges.

Analyze guest feedback and online reputation data, taking decisive actions to improve satisfaction and brand image.

Metrics and Reporting:

Set and monitor key performance indicators (KPIs) for guest services and front-of-house operations.

Measure, analyze, and report guest satisfaction, online reputation, and other performance metrics to internal stakeholders.

Track guest feedback and utilize data to implement improvements in guest services and overall experience.

Community Engagement and Professionalism:

Actively participate in community and industry events, promoting the resort and establishing positive relationships.

Uphold the highest standards of professionalism, maintaining safe work practices and complying with all safety regulations.

Perform other duties as assigned by management, demonstrating a proactive and dedicated work ethic.

Experience

A minimum of four-year experience as Front Office Manager, Guest Experience Manager, or other front of house management positions. F&B experience and lifestyle hotel experience is preferred.

Knowledge of PMS systems preferred

Work Environment and Context

Work schedule varies and will include working on holidays, weekends and alternate shifts.

Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability - Hearts That Serve - Only Excellence - Stay Nimble - Own It

About Us :
The Islander Resort offers luxury accommodations on over 24 acres of an oceanfront getaway, featuring stunning views of our gorgeous native gardens and the soothing hues of the Atlantic Ocean.

This property is a part of the Echelon Luxury & Lifestyle division of HHM Hotels.

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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