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Director, Guest Relations
Description:his role is responsible for establishing and maintaining strategic plans that support overall guest and employee satisfaction, while managing the guest correspondence program on behalf of the company and maintaining high levels of guest satisfaction, with direct leadership of the Guest Communications and Guest Relations teams. Provides leadership and direction to the Guest Relations team to deliver world class service and excellent guest communication, before, during, and after a guest’s visit. Provides strategic planning for Guest Relations operation that focuses on providing a positive experience for team members, guests and ultimately provides positive financial returns. Oversees the direct written responses to all guest comments and inquiries. Review and proof-read all outgoing documents to ensure excellence in communication and exceptional guest service. Provides leadership on the writing style for the Guest Relations department that reflects high level of professionalism and our commitment to exceptional guest service. Create and maintain written standard operating procedures supporting all facets of the department to ensure employee accountability and appropriate training on guest procedures. Provide recommendations on process improvement and corrective actions as needed. Partner with Park Operations Management to investigate and resolve guest situations. Responsible for conducting research and analysis of all guest relations comments, reporting metrics and trends. Oversees all guest cases to ensure complaints are fully resolved, documented and tracked to closure in Guest Comment Database. Supervise two Guest Communication Coordinators and a Guest Relations Manager, providing strong leadership and mentoring to achieve high performance. Provides an organizational plan that is efficient in utilizing available staff talent, provides the proper amount of direction for career development and systematically identifies high-potential candidates for new or vacant positions. Ensures relevant reports are maintained and reviewed throughout the division. Provide leadership, coaching and mentoring to staff. Provide direction to staff in career development, performance management and results. Develop operating budgets and adjust program as necessary to control costs. Monitor and ensure that the department meet or exceed all targets including but not limited to financial, guest satisfaction, team member satisfaction, and safety related issues. Responsible to practice the core company values, and ensure that the staff does the same. Perform other duties as assigned. Qualifications/Requirements •Bachelor’s degree from a four year college or university in English, Journalism, Hospitality, Public Relations, Communications or related field required •7 to 10 years of relevant work experience including demonstrated experience in communication and/or public relations, guest services in a theme park, hotel or other hospitality industry required. Desired Characteristics Strong guest service experience in a theme park, hotel, or other hospitality position with emphasis on conflict resolution. Creative thinker with a desire and ability to look for better ways to approach issues and situations. •Demonstrates sound judgment and independent thinking as well as an ability to troubleshoot and problem solve in real-time. •Detail-oriented and organized with the ability to work seamlessly within a broader team to achieve desired results. •Demonstrated exceptional writing and editing skills with the ability to write in different styles to meet the needs of each situation/guest. •A strong passion for delivering the highest quality of guest service. •Demonstrated ability to motivate and supervise managerial and supervisory staff. •Ability to achieve results through the flawless execution of strategies and objectives. •Excellent management skills in leading a diverse team and working under tight and fast track deadlines. •Proven ability to work well under pressure, meeting tight deadlines, and simultaneously managing multiple projects. •Proven ability to anticipate needs and initiate action. •Strong P+L experience, command of budgeting and costs controls •Ability to deal well with ambiguity and constant change. •Proficient in Microsoft - Word, Excel, and Access. •Certified Customer Service Specialist or equivalent, ARM, CLCS
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