Director Of Service Excellence

POSITION OVERVIEW

The Director of Service Excellence is responsible for evaluating the operational activities and guest experience across the property, ensuring the successful execution of the overall business strategy and achievement of guest satisfaction targets. The position partners with operations to meet the brand's standards and guest satisfaction, with a focus on exceeding the guest experience goals set by the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Evaluate the guest experience to produce a "gap analysis" on areas of opportunity
• Partner with the People department to develop the strategy to drive and sustain a systematic, organizational-wide approach to the overall guest experience
• Partner with Marketing regarding the review and preparation of guest reviews; develop insights and recommendations based on data
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary
• Actively participate in research, development, evaluation, and implementation of new products, services, technology, and processes, to ensure a competitive position in anticipation of guest’s needs within the dynamic hospitality/gaming environment
• Monitor the delivery and measurement of guest services across the property, ensuring consistency with core service standards
• Partner with department leaders and the Learning and Development team to monitor service excellence programs such as Guest Service Recovery and technology that supports guest experience
• Partner cross-functionally with internal and external stakeholders to establish relationships, identify continuous improvement opportunities, resolve issues, assess training needs, and improve communication Identify tactics, metrics, and monitoring systems to achieve the desired state of systematic and consistent performance
• Collaborate to implement, manage, evaluate, and adjust strategies to build loyalty and place the guest at the center of all we do
• Monitor guest reviews on all platforms, including social media, booking engines, and property reports rates to ensure optimal guest experiences
• Identify areas for opportunity and work directly with key stakeholders to develop plans for the organizational and personal learning necessary to improve individual and collective work performance and to sustain an engaged workforce with the highest levels of guest service
• Assess, design, deploy, and interpret performance metrics related to guest loyalty, guest experience, and operational excellence
• Conduct follows-up with department leaders on outstanding issues to ensure guest satisfaction

QUALIFICATION REQUIREMENTS

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. Must be at least 21 years of age.

• Demonstrated ability in maintaining consistent, high-quality service levels.
• Advanced computer skills, including proficiency in MS Office
• Bachelor’s Degree in business, Hospitality, Hotel, Marketing, or related field and/or equivalent combination of education and experience
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Ability to provide leadership and direction contributing to the success of the organization through engaging, developing, and mentoring individuals and teams
• Six (6) years of leadership experience in hospitality and/or hotel operations
• Knowledge and deep understanding of all aspects of hotel operations, including revenue optimization, resort services, and back-of-house operations
• Previous experience in a large, luxury resort preferred
• The role demonstrates strong leadership and communication skills by working collaboratively with all internal and external customers to implement process improvements and enhance the customer experience
• Strong leadership skills and the ability to organize effectively, delegate responsibility, solve problems quickly and communicate clearly

SUPERVISORY RESPONSIBILITIES

None

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Team Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Team Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Team Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Team Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Team Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.