Corporate Director of Guest Experience

ACCOUNTABILITY

The Corporate Director of Guest Experience is a pivotal leadership role dedicated to enhancing the overall guest journey across all properties. In this position, you are responsible for driving guest satisfaction, implementing innovative guest engagement strategies, and ensuring consistency in service excellence. 

Your responsibilities will include developing and overseeing guest experience initiatives, collaborating with hotel management/service teams to ensure alignment with brand standards, and analyzing guest feedback to identify areas for improvement. Additionally, you will work closely with the corporate operational teams to create memorable experiences that foster guest loyalty and drive repeat business. 

The ideal candidate will possess extensive experience in hospitality management, exceptional interpersonal skills, creativity and a passion to work with people, and a deep commitment to creating outstanding guest experiences in a fast-paced environment. 

REPORTS TO AND IS SERVED BY: Chief Operations Officer

ABOUT EMBERGROVE 

Embergrove Hospitality Group is a dynamic hotel management company built on the vision of founder Jim Thompson, who sought to capture the essence of an adventurous lifestyle through bespoke guest rooms and amenities. With a diverse portfolio across the Midwest, Embergrove encompasses a vibrant collection of hotels, conference centers, and in-house food and beverage facilities. Guided by a seasoned leadership team, Embergrove is committed to innovation and dedicated support, fostering strong relationships with partners and personnel. Our hospitality is focused on creating exceptional experiences that resonate with our guests and ensure a memorable and meaningful stay.

WHAT TO EXPECT 

Develop and Implement Guest Experience Strategies: You will design and execute comprehensive strategies to enhance guest satisfaction across all properties. This includes identifying key touchpoints and ensuring that each guest interaction aligns with the company’s brand values. 

Analyze Guest Feedback and Metrics: Regularly reviewing guest feedback through surveys, online reviews, and other channels is essential. By analyzing this data, you can pinpoint areas for improvement and implement actionable solutions to elevate the overall guest experience. 

Collaborate with Hotel Management Teams: You will work closely with hotel General Managers and their teams to ensure a consistent guest experience across all locations. This collaboration involves sharing best practices, training staff, and aligning operational procedures with guest experience goals. 

Oversee Training and Development Programs: Creating and managing training programs for staff on guest service standards and engagement techniques is a key responsibility. Ensuring that all team members are equipped with the skills and knowledge to deliver exceptional service is crucial for guest satisfaction. 

Foster a Culture of Service Excellence: Promoting a company-wide culture that prioritizes guest experience is vital. You will inspire and motivate employees at all levels to take ownership of their role in creating memorable experiences for guests. 

Monitor Industry Trends and Best Practices: Staying abreast of industry trends and emerging best practices in guest experience is essential for maintaining a competitive edge. You will leverage this knowledge to innovate and adapt the company’s guest experience strategies accordingly. 

Coordinate Cross-Functional Initiatives: Collaborating with departments such as marketing, sales, operations, and human resources, ensures a seamless guest experience throughout the customer journey. You will lead cross-functional initiatives that enhance communication and integration among teams to deliver exceptional service consistently. 

PROUD OWNER 

Exceptional communication skills, both verbal and written, to effectively engage with guests and team members. 

Meticulous attention to detail combined with the ability to multitask in a dynamic hospitality environment. 

A demonstrated commitment to delivering an unparalleled experience for both guests and employees, fostering a culture of service excellence. 

Preparing and analyzing guest feedback and experience data. 

An analytical mindset with the ability to interpret data and pinpoint opportunities for enhancing guest satisfaction. 

A proactive approach, with a willingness to take initiative and actively contribute to team projects and initiatives that elevate the guest experience. 

HELD ACCOUNTABLE TO 

Administrative and organizational support, process and project management, employee engagement with guests, and operational training programs. 

SOFT SKILLS  

CHARACTERISTICS: Detail-Oriented, Proactive, Analytical, Collaborative, Adaptable, Interpersonal, and Communicative. 

CORE COMPETENCIES: Customer Focus, Interpersonal Savvy, Communication, Managing Vision and Purpose, Building Effective Teams, Creativity, Developing Others, Organizing, Strategic Agility, Technical Learning. 

MINDSET: Entrepreneurial and infinite mindset, which prioritizes both personal and professional growth. 

HARD SKILLS  

EDUCATION AND EXPERIENCE:

3-5 years of hospitality management with a focus on guest services and operations required.  

College degree in related areas preferred. 

Experience managing cross-functional projects, with an emphasis on guest experience preferred.  

Experience in developing and implementing training programs for staff preferred. 

Excellent computer skills, including proficiency in Microsoft Office (Word, Excel, PowerPoint) and familiarity with project management tools.  

Strong communication skills, both verbal and written. 

PHYSICAL DEMANDS: lift, carry, push, and pull up to 25 lbs.  

TRAVEL: 50-65% 

POSITION: Remote with travel and on-site work at the hotel properties. 

BENEFITS OF WORKING AT STONEY CREEK  

• Paid Onboarding 
• Paid Training 
• Retirement Plan with Safe Harbor Match  
  • Eligible for the first open enrollment after 90 days 
• Health and Dental through Wellmark Blue Cross Blue Shield and Vision through VSP - Family Plans Available
  • Eligible the first of the month following 60 days of employment 
• Paid PTO and Sick time    
• Flexible Schedule 
• Paid Holidays  
• Hotel Room Discounts 
• Opportunities for Career Progression 
• Paid On-the-Job Training Opportunities