Guest Experience Director

The Lodge at Woodloch has a philosophy of personal awakening, allowing guests to discover or reunite with stress-relieving outlets that benefit them long after they leave.

The common denominator in each life-changing event at The Lodge at Woodloch is YOU.

Each department requires different skills and knowledge that come together to make The Lodge at Woodloch an award-winning wellness retreat.

Because of the amazing team, and the impact they have on guests, The Lodge at Woodloch has been honored with awards recognizing them within the Top 10 Wellness Resorts in the World time and time again! We are so lucky to be part of the Woodloch family of resorts.

The Woodloch Way is a term we use to showcase our dedication to hospitality and to each and every one of our staff (family) members.

Weve created a place where we can work hard, be creative and have our voices heard.

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/concernsassist all divisions Become the guest forward face of the Lodgebeing around all areas F&B meals, Lobby, Spa, Front Desk, and Amenities Follow-up on all comment cardsguest outreach when necessary Work closely with other Division Heads to address service shortfalls as well as recognize outstanding servicealso supporting them in any capacity needed Be a direct contact for VIP guests Become the point of contact for our loyal guestssharing appreciation and potential recognition program Evaluate and expand amenity program Must respond to all emergenciesalarms, snow storms, power outages, etc.

Will require coming on campus to assist in the handling of issues Support of Corporate Business at Lodge, including BEOs, 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...