Director of Guest Experience

Description

CIVANA’s mission is to inspire mindfully, measurably greater wellness in all who crave it. The CIVANA model is shaped by a wellness philosophy that serves everyone: happiness first, healthiness always. This is delivered via a curated wellness program that focuses on connecting mental, physical, emotional and spiritual needs, providing guests with tools they can take with them wherever they go, and build upon each time they return.

ACCOLADES

• 2021, 2020 Travel & Leisure World's Best Award - #4 Top Domestic Destination Spa
• 2021, 2020, 2019 USA Today 10 Best Readers' Choice Award - Top 10 Best Wellness Retreat
• 2021 Conde Nast Traveler Reader's Choice Award - #5 Destination Spa in the US and named as a winner in the worlds best destination spa list (#21)
• 2020 TripAdvisor Traveler's Choice Award
• U.S. News & World Report Top 30 Wellness Destination Worldwide
• AAA Four Diamond Rating
• 2020 AAA Inspector’s Best of Housekeeping Award

WHY YOU’LL LOVE WORKING AT CIVANA

• Complimentary access to wellness classes & programming
• Team member referral bonus
• Affordable health insurance starting the 1st of the month following hire date
• Generous Team Member & Friends & Family Resort rates and discounts
• 401K Matching

At CIVANA people are our most important asset and we seek Director of Guest Experience who can promote a happy and productive workplace where everyone works to realize our established mission and objectives ensuring all guests have a “more than” wellness-experience at CIVANA. They will nurture a positive guest focused environment. Ultimately, the Director of Guest Experience will help us run a healthy, dynamic wellness hospitality company where our employees are happy, engaged, productive, and guest service orientated.

IDEAL CANDIDATE

We seek a delightful, positive, passionate, service-oriented and hard-working leader with a love for health and wellness, an excitement for developing others, and a growth mindset. We are a high-growth company looking for a hyper-organized, efficient, forward-thinking problem-solver with exceptional interpersonal skills and attention to detail. Through a positive, motivating and constructive style, the Director of Guest Experience will provide the guidance and mentorship necessary to develop their teams and transform them into leaders. They will have a sense of ownership and work to ensure that the CIVANA brand and culture are always present and that Guests’ expectations are being exceeded.

SUMMARY

Director of Guest Experience will oversee all guest journey touchpoints including pre-arrival, arrival, visit, departure, and post departure. They will lead the front office operations to provide high-level customer service and exceptional hospitality to guests, handling client issues and concerns in a positive and timely manner creating a seamless and memorable service experience, from pre-arrival to departure. They will work to direct, plan, organize and coordinate the activities of all Front Office operational areas to include: Guest Experience and Satisfaction, Experience Planning, Guest Registration, Service Recovery, Transportation, and Bell Staff. 

ESSENTIAL FUNCTIONS

• Oversee and manage the day to day operations of the Guest Experience operations, to include, but not limited to guest experience planning, Front desk operations such as check in/check out, bell services and guest transportation.  

• Supervise, delegate responsibility to, and provide day-to-day training for team members.

• Create and manage departmental schedules to ensure balanced use of staffing resources and appropriate coverage for all areas and zones.

• Teach, motivate, direct, coach, evaluate and develop all staff, creating and maintaining a team that is highly personable, guest-oriented and committed to achieving and exceeding company goals.

• Promote and ensure their teams are regularly attending and embracing trainings for staff. 

• Attend managerial and company-wide meetings and promote and participate in company programs.

• Serve as Manager on Duty as assigned.

• Develop, update and maintain SOP’s, training manuals, policies and procedures for all front office operations. Ensure information is accurate, up-to-date and complete as needs change and processes evolve.

• Perform functions for various departmental positions as needed, according to operational demands.

• Proactively liaise with Culture, Reservations, Marketing, Sales, Revenue Management and other key departments on a regular basis to ensure clear understanding of promotions, packages, procedures and availability of resort offerings.

• Ensure all public areas are elevated and maintained to brand standards.

• Work closely with MIS department to ensure that all systems and technology are optimized and properly utilized. This includes understanding of maintenance needs for PMS, call accounting system, keycard system, credit card system, POS system for retail, spa and F&B and interface controller.

• Support development of departmental budgets and manage departmental costs, implementing appropriate changes as operational forecasts change.

• Monitor accuracy of all front office / housekeeping statuses including discrepancies and out of order rooms.

• Maintain brand standards for excellent telephone, email/digital and in-person communication skills including timeliness of answering, message taking/retrieval, handling Do Not Disturb requests, discretion and guest confidentiality issues, etc.

• Oversee the pre-blocking of room assignments to ensure that special requests are anticipated and met and that the tape chart is managed with a high level of efficiency, allowing for maximum selling opportunities.

• Oversee proper handling of room waits (Queue) and room moves.

• Oversee the Guest Journey Guide team which provides pre-arrival, and on property, guest itinerary planning.

• Build and maintain a Guest Community along with staff to engage, excite, connect with, celebrate, reward and retain guests

• Ensure guest satisfaction through appropriate and timely resolution of all issues and complaints. Keep GM apprised of serious guest matters, and forward appropriate information to other management staff for follow-up as needed

• Review and follow up on issues outlined in guest reviews and share relevant information with staff for training or recognition purposes.

• Become resort expert. Ensure accurate communication of information to guests regarding resort services, facilities and operating hours, as well as provision of appropriate collateral materials to guests as needed.

• Execute and manage special projects and perform other duties as assigned by GM.

• Capture, input and maintain specific and detailed guest information and preferences. Share with staff, other departments (and management as needed).

The responsibilities and duties of this position described here are representative of those an employee must perform. This is not a comprehensive list and other duties may be assigned.

Requirements

QUALIFICATIONS

• 2 years of Front Office experience in a leadership role or comparable experience

• Extensive Customer Service experience

• Luxury Experience preferred

• Opera PMS knowledge highly preferred

• Available to work a flexible schedule, including weekends and holidays