POSITION OVERVIEW

Endeavor Hotels is seeking an energetic, highly motivated, and results-driven Corporate Director of Guest Experience & Reputation Management to oversee guest satisfaction, online reputation, and review performance across our growing portfolio of 22 hotels. This is not a desk position. We are looking for someone who enjoys being in the hotels, interacting with guests and employees, coaching teams, identifying opportunities, and developing creative strategies to improve guest satisfaction and hotel scores. The successful candidate will travel between our properties, work directly with General Managers and hotel teams, and take ownership of improving Google reviews, TripAdvisor reviews, brand guest satisfaction surveys, and overall online reputation scores. The right person must be able to think critically and outside the box. We want someone who doesn't simply identify problems—they develop solutions, train the team, implement the strategy, and measure whether it worked.

KEY RESPONSIBILITIES

Guest Satisfaction & Reputation Management Take ownership of guest satisfaction and reputation performance across all 22 hotels. Monitor Google, TripAdvisor, brand surveys, and other relevant guest feedback platforms. Develop property-specific strategies to increase the volume of positive, authentic guest reviews. Identify recurring complaints and score trends and work with hotel leadership to correct root causes. Develop creative and brand-compliant ways for hotel teams to encourage satisfied guests to share their experiences. Monitor review responses and ensure guest concerns are addressed professionally and promptly. Identify hotels that are falling behind and develop immediate improvement plans. Hotel Visits & Field Coaching Conduct regular property visits throughout the portfolio. Observe the guest experience from arrival through departure. Interact with front desk, housekeeping, breakfast, maintenance, and management teams. Identify service opportunities that management may be overlooking. Coach employees on guest interaction and service recovery. Teach front desk teams how to recognize highly satisfied guests and appropriately encourage feedback. Conduct role-playing and hands-on guest service training. Work directly with General Managers to establish measurable improvement plans. Follow up to ensure improvements are implemented and sustained.

REVIEW & SCORE GROWTH

Establish goals and track performance for Google ratings and review volume, TripAdvisor ratings/rankings and review volume, brand guest satisfaction scores, brand survey participation, guest complaint trends, and service recovery performance. The goal is not simply to ask for more reviews. The goal is to create better guest experiences that naturally generate better reviews.

MONTHLY HOTEL SCORECARD & RANKINGS

Prepare and distribute a monthly portfolio-wide Guest Satisfaction & Reputation Report showing where every hotel stands, including: Current Google rating and new review volume TripAdvisor rating, ranking, and new review volume Brand guest satisfaction score and survey volume Month-over-month improvement or decline Most common positive feedback and guest complaints Corrective actions underway Property goals for the following month

TRAINING & TEAM MOTIVATION

Conduct guest service training, front desk coaching, review-generation training, service recovery training, employee recognition initiatives, property-level competitions and challenges, guest engagement programs, and monthly score meetings with General Managers.

WHAT WE ARE LOOKING FOR

The ideal candidate is extremely energetic and self-motivated, comfortable traveling frequently between hotels, a strong communicator and trainer, comfortable holding managers accountable, creative, highly organized and data-driven, competitive and results-oriented, and able to identify problems quickly and develop practical solutions.

PREFERRED EXPERIENCE

Experience in hotel operations, hotel guest services, hospitality training, guest experience management, online reputation management, hotel quality assurance, multi-property hospitality operations, or customer experience management is strongly preferred. Experience working with major hotel brands such as Hilton, Marriott, IHG, Hyatt, and Choice Hotels is highly desirable.

HOW SUCCESS WILL BE MEASURED

Success will be measured through measurable improvements in Google ratings and review volume, TripAdvisor ratings/rankings and review volume, brand guest satisfaction scores, brand survey participation, reduction in recurring guest complaints, improvement of underperforming properties, employee participation, and consistency of guest service standards across the portfolio.

WHO WILL SUCCEED IN THIS ROLE?

Someone who walks into a hotel and immediately starts thinking: What can we improve? What are guests noticing that we aren't noticing? How can we motivate this team? Why is this hotel's score lower than the others? What can we change today that will improve the guest experience tomorrow? If you are someone who brings energy into a building, enjoys coaching people, loves hospitality, thinks creatively, and gets satisfaction from watching scores improve because of the programs you implemented, we would like to hear from you. Join Endeavor Hotels and help us build a culture where exceptional guest experiences translate into exceptional reputations.

Pay:

$45,000.00 - $60,000.00 per hour

Benefits:

401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off

Work Location:

In person