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Senior Vice President of Guest Services and Retention

2 months ago

Parsippany, New Jersey, United States Compass Group Careers Full time
Job Overview

Position Title: SENIOR VICE PRESIDENT OF GUEST SERVICES AND RETENTION

Pay Grade: 18

As a leader in the business and industry dining sector, Compass Group Careers is the ideal place for those seeking a fulfilling career with boundless opportunities. We serve the employees of some of the nation's most prestigious organizations across various industries and locations. As part of our leadership and professional support team, you will empower our dedicated chefs and associates to deliver exceptional culinary experiences in corporate cafes and executive dining settings.

Our organization is characterized by innovation, high performance, and rapid growth. Our team members are passionate, quality-driven, and excel in delivering outstanding results. We collaborate with exciting companies in dynamic environments. Elevate your career with Compass Group.

Role Summary

We are in search of a forward-thinking and results-oriented Senior Vice President of Guest Services and Retention to enhance our guest service initiatives, boost retention, and expand our hospitality portfolio. This pivotal role is essential to our commitment to surpassing guest expectations, fostering repeat business, and improving overall guest satisfaction. The ideal candidate will possess extensive experience in hospitality management, demonstrating a successful history of enhancing guest experiences and increasing retention rates.

Key Responsibilities:

Strategic Leadership:

  • Formulate and implement a comprehensive strategy for guest services and retention that aligns with the company’s overarching goals.
  • Engage in the strategic expansion of the hotel and resort sector on a national scale.
  • Collaborate with the executive team to integrate guest service and retention strategies into broader business objectives.

Enhancement of Guest Experience:

  • Lead initiatives aimed at continuously improving guest experiences, including service quality, amenities, and personalized offerings.
  • Adopt industry best practices and innovative methods to enhance every facet of the guest journey.
  • Utilize guest feedback, surveys, and data analytics to pinpoint areas for enhancement and execute targeted action plans.

Retention Strategies:

  • Design and oversee client retention strategies, including programs that assess client satisfaction.
  • Analyze retention data and trends to develop programs that foster long-term loyalty.
  • Work with marketing and sales teams to devise campaigns that enhance guest engagement and retention.

Operational Excellence:

  • Ensure operational excellence across all hospitality venues by establishing and upholding high standards for service delivery and guest satisfaction.
  • Collaborate closely with hotel general managers and teams to implement best practices in guest services.
  • Monitor key performance indicators (KPIs) related to guest experience and retention, driving continuous improvement.
Additional Responsibilities:

Team Leadership and Development:

  • Guide, mentor, and cultivate a high-performing team of hospitality professionals, including hotel general managers and service staff.
  • Encourage a culture of excellence, accountability, and ongoing learning within the team.
  • Provide leadership and support to ensure all team members align with the company’s guest service and retention objectives.

Financial Oversight:

  • Develop and manage budgets for guest service and retention initiatives, ensuring optimal resource utilization while maximizing return on investment.
  • Monitor financial performance related to guest services and retention, identifying opportunities for profitability enhancement.
  • Oversee the execution of cost-effective strategies that improve guest experiences without compromising quality.

Stakeholder Engagement and Communication:

  • Act as the primary liaison for senior leadership regarding guest service and retention matters.
  • Present regular updates on guest service and retention metrics to the executive team, highlighting achievements and areas for growth.
  • Engage with clients to communicate the value of guest service and hospitality initiatives.

Innovation and Continuous Improvement:

  • Stay abreast of the latest trends, technologies, and best practices in the hospitality industry.
  • Identify and implement innovative solutions that enhance guest service and retention, keeping the company at the forefront of the industry.
  • Lead initiatives to achieve industry recognition and accolades for exceptional guest service.
Qualifications:
  • Bachelor's degree in Hospitality Management, Business Administration, or a related field (Master's preferred).
  • Extensive experience (10+ years) in hospitality management, focusing on guest service and retention.
  • Proven success in senior leadership roles within the hospitality sector.
  • Strong understanding of luxury hotel operations and the ability to deliver exceptional guest experiences.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong analytical abilities, with the capacity to interpret data and make informed decisions.
  • Willingness to travel as necessary to assess operational effectiveness and engage with teams.
  • Promote an environment focused on associate well-being.

Compass Group is an equal opportunity employer.

We are committed to treating all applicants and associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.

Compass Group maintains a drug-free workplace.

Associates at Compass Group are offered a variety of excellent benefits.

  • Medical
  • Dental
  • Vision
  • Life Insurance/AD
  • Disability Insurance
  • Retirement Plan
  • Paid Time Off
  • Holiday Time Off (varies by site/state)
  • Associate Shopping Program
  • Health and Wellness Programs
  • Discount Marketplace
  • Identity Theft Protection
  • Pet Insurance
  • Commuter Benefits
  • Employee Assistance Program
  • Flexible Spending Accounts (FSAs)