Director Of Guest Experience

Director of Guest Experience

Summary of Role & Capabilities: Join Minty Living as the Director of Guest Experience and lead our remote team to deliver exceptional hospitality! As a bright, driven, and highly emotionally intelligent problem-solver, you'll ensure that our guest experience exceeds expectations and aligns with our 5-star brand. You'll confidently float from handling front of house guest escalation needs with grace and confidence, to back of house contributions that result from data driven insights and white-boarding sessions to drive our guest services automation.

You have a proven track record of management and ability to foster a culture of belonging, collaboration and incredible productivity from your team members and are passionately organized and disciplined.

You are an exceptional, well-polished, go-getter with a strong ability to communicate clearly yet possess a deep sense of empathy to understand and meet our customer’s needs. You equally thrive in the personal management of people and relationships and the growth mindset demanded of mastering a complex tech stack for a best in class hospitality startup. You remain calm under pressure, are meticulously organized, and enjoy the challenge of solving day-to-day problems with creative solutions.

You get a deep sense of fulfillment from resolving issues that require verbal communication and relationship management and love the fluid and dynamic work environment commensurate with a tech-enabled, hospitality Startup.

: The Director of Guest Experience will:

• Constantly monitor Net Promoter Score for areas of improvement. Measure, track, propose, implement areas of positive influence identified in NPS score.
• Created and implement standard operating procedures to guide and inform guest responses.
• Track & measure adoption & accountability to ensure all standards and procedures are effective and successful.
• Answer guest queries, schedule & troubleshoot issues in a timely fashion, resolve & follow up by initiating communication with the appropriate departments.
• Create, implement and measure success of KPI’s & OKRs for remote guest experience team.
• Develop scalable processes that Minty Living can deploy as we continue to grow across multiple markets.
• Working closely across departments to develop strategies to improve brand experience that will translate “big picture goals” into operational plans that will elevate the overall guest experience.
• Train, manage, guide remote guest experience team to greater mastery of responding to guest issues ensuring that Minty Living brand standards are maintained.
• Guest services is 24/7 so the ability to plan, schedule, and occasionally work after hours. This includes creating and implementing an environment of continuous learning for remote team members so they are capable of handling evolving levels of escalation.
• Keep up-to-date knowledge and familiarity with all Minty Living properties (and the neighborhoods in which they are located) so you can handle any questions that come your way.
• Lead de-escalation discussions with Guests ensuring that guest experience exceed expectations and the company response is consistent with a 5* hospitality brand.
• Communicate departmental activity to and from senior management.

Qualities:

• Flexible and Adaptive: Able to thrive within a dynamic and demanding work environment that stays atop the continually evolving hospitality industry.
• Iterative: Speedy, willing to break, build, refine, & improve things.
• Grit: Leans in to learn from challenges and failures and transform them into learnings for future successes.
• Strong Verbal & Written Communication: Able to listen, relate, and communicate clearly & effectively with empathy and compassion, maintaining a high degree of confidentiality and mindfulness.
• Critical Thinker: Able to solve unconventional problems by approaching them in a creative, innovative, and analytical way.
• Digital Embrace & Fluency: Excited to adopt and leverage new & emerging technologies and knowing how & when to use existing technologies to improve workflows.
• Process Oriented: Able to develop and follow detailed processes and conduct work in a highly organized and reliable manner.
• Humble: Self-aware and able to ask for & accept help, give and receive constructive feedback while remaining respectful, and kind.

Salary + Benefits: As the Director of Guest Experience, you will receive a competitive total compensation package of $95,000 - $125,000 per year, based on your experience and qualifications. We value the important role you will play in our company's growth and the value you will bring to our team.

In addition to your salary, we offer a comprehensive benefits package that includes paid time off (PTO), health insurance contributions, and an employee equity plan. We understand the importance of work-life balance and want to ensure that you have the time and resources you need to take care of yourself and your family. Our equity plan provides an opportunity for you to become a part-owner of the company, allowing you to share in our success and growth over time.

At Minty Living, we are committed to revolutionizing the hospitality industry, and we want you to be a part of our journey. We are dedicated to providing a supportive and inclusive work environment where you can thrive both personally and professionally.