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 Attention to detail 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:

Woodloch takes pride in having exceptional staff with a great work culture in a beautiful setting (lake side!) We promote teamwork and cooperation We celebrate our staff with appreciation/holiday parties Career development and advancement

BENEFITS

Medical, Dental, and Vision for Full Time, Part Time and Seasonal employees Company-paid Life insurance for Full-Time employees Short Term Disabilities plans, Life and Pet insurance 401k with employer match 529 College Savings Plan Generous Paid Time Off package, Paid Sick & Paid FMLA Flexible & Dependent Care Saving Account (FSA) Complimentary birthday dollars Employee Crisis Fund/ Benevolent Fund Complimentary Day Passes Free use of many facilities, sports complex discounts, golf discounts, wellness programs Dozens of local employee retail discounts •Full benefit details will be disclosed during new employee 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