Director of Guest Experience

• Collect and analyze data to make well-informed business decisions.
• Motivate team members to engage with the guests to help create experiences while pushing for success and positive guest feedback.
• Have comprehensive knowledge of all operational departments within the hotel; Guest services, reservations, housekeeping, accounting, food and beverage and engineering.
• Interact with outside vendors for activations as needed. Liaison between resort and 3rd party operators for programming and outdoor classes.
• Work with operations team to activate the Resort for guests and keep the teams informed of issues as they arise.
• Be visible on the floor and assist staff as needed during activations.
• Assist with ensuring all invoices are paid in a timely manner; document all payments.
• Help with and organize fundraising and community activities to support the department.
• Maintain accurate office and activity supply inventories.
• Ensure all equipment and supplies are kept in good condition.
• Be involved in and/or conduct departmental and hotel training (One-to-One Training, etc.)
• Use feedback from guest evaluations/surveys to improve service and quality and learn more about their experience with the Resort.
• Participate in required M.O.D. program as scheduled.

• At least 4 years of progressive experience in a hotel or a related field; Or a 2-year college degree and 3 or more years of related experience; Or a 4year college degree and at least 2 years of related experience.
• At least 3 years of cultural programming experience in hotels/or resorts
• Must be proficient in Windows, Company approved spreadsheets and word processing and in the operation of all hotel-specific systems.

• Flexible and long hours sometimes required.
• Weekends and Holidays sometimes required.
• Medium work Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects

General Requirements

• Must be able to effectively communicate both verbally and written with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.