Guest Experience Director

• Location 109 River Birch Lane,Hawley, PA, 18428,United States
• Employee Type Full-Time

• Phone
• Email

The Lodge at Woodloch has a philosophy of personal awakening, allowing guests to discover or reunite with stress-relieving outlets that benefit them long after they leave. The common denominator in each life-changing event at The Lodge at Woodloch is YOU. Each department requires different skills and knowledge that come together to make The Lodge at Woodloch an award-winning wellness retreat. Because of the amazing team, and the impact they have on guests, The Lodge at Woodloch has been honored with awards recognizing them within the Top 10 Wellness Resorts in the World time and time again!

We are so lucky to be part of the Woodloch family of resorts. The "Woodloch Way" is a term we use to showcase our dedication to hospitality and to each and every one of our staff (family) members. We’ve created a place where we can work hard, be creative and have our voices heard.

GENERAL PURPOSE OF JOB

The Guest Experience Director will be responsible for ensuring guests receive exceptional service and memorable experiences throughout their visit or stay. This role oversees guest relations, resolves concerns, manages service standards, and works with all departments to enhance guest satisfaction and loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• · Welcome and engage with guests to create positive experiences.
• · Monitor and maintain high standards of customer service.
• · Address guest complaints, concerns, and special requests promptly and professionally.
• · Develop and implement guest satisfaction initiatives.
• · Analyze guest feedback, comment cards, and reviews to identify improvement opportunities.
• · Prepare reports on guest feedback and service performance for management.
• · Primary Role will be ensuring guest experience exceeds guest expectations
• · Coordinate with other Divisional Heads to review on hospitality, service standards, and service innovations for all guest facing areas
• · Primary contact for guest complaints/concerns—assist all divisions
• · Become the guest forward face of the Lodge—being around all areas F&B meals, Lobby, Spa, Front Desk, and Amenities
• · Follow-up on all comment cards—guest outreach when necessary
• · Work closely with other Division Heads to address service shortfalls as well as recognize outstanding service—also supporting them in any capacity needed
• · Be a direct contact for VIP guests
• · Become the point of contact for our loyal guests—sharing appreciation and potential recognition program
• · Evaluate and expand amenity program
• · Must respond to all emergencies—alarms, snow storms, power outages, etc. Will require coming on campus to assist in the handling of issues
• · Support of Corporate Business at Lodge, including BEO’s, cross departmental communications, touch points when they are in-house

ESSENTIAL QUALITIES

· Strong communication, listening & interpersonal skills

· Excellent problem solving and conflict resolution abilities

・ Friendly attitude

・ High level of empathy

・ Ability to work flexible schedules, including evenings, weekends, and holiday

SCHEDULE REQUIREMENTS

Must be able to work all shifts and have a very flexible schedule.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor’s degree preferred; 3-5 years’ experience in hospitality, customer service, guest relations, or hotel operations.

CULTURE:…