Director of Customer Experience

Overview

Job Title: Director of Customer Experience

Position Summary: The Director of Customer Experience (DCE) plays a vital role in managing every aspect of the guest and family experience, ensuring that all individuals receive exceptional customer service throughout their stay. This position focuses on proactive communication, hospitality, follow-through, and the creation of a warm, supportive environment for guests, families, and team members.

• Daily Review & Planning: Review updates each morning, including admissions, discharges, concerns, celebrations, and follow-up needs. Ensure rooms are fully prepared and welcoming for new admissions. Plan and execute introductions for new guests to promote comfort and confidence.
• Guest & Family Engagement: Greet all new arrivals at the front door and escort them to their room to ensure a comforting first impression. Maintain visibility and availability throughout the day to address guest and family needs. Prepare guests and families for the discharge process, ensuring a smooth transition and supporting opportunities for positive Google reviews.
• Service Recovery & Satisfaction: Address concerns promptly, offer solutions, and provide thorough follow-up to ensure satisfaction and positive outcomes. Monitor overall guest experience and intervene as needed to elevate service standards.
• Team Morale & Recognition: Acknowledge and recognize staff who go above and beyond in order to boost morale, motivation, and a culture of excellence. Collaborate with team members to support high-quality service.
• Documentation & Reporting: Document all findings, follow-ups, and guest interactions in a detailed daily report. Share relevant information with department leaders and staff to maintain alignment and accountability.

• Required:
  • High school diploma or equivalent
  • Minimum of 2 years of experience in healthcare or hospitality
  • Strong communication, interpersonal, and problem-solving skills
  • A passion for delivering outstanding customer service
• Preferred: Associate’s or Bachelor’s degree in a related field (not required)

• Warm, professional, and welcoming demeanor
• Ability to multitask in a fast-paced environment
• Strong organizational and follow-through skills
• Commitment to building positive relationships with guests, families, and staff
• Ability to remain calm and solution-oriented under pressure