Senior Vice President of Guest Services and Retention

2 weeks 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 leading entity in the dining sector for business and industry, Compass Group Careers offers a fulfilling career filled with boundless opportunities. We cater to the workforce of the nation’s most esteemed corporations across various industries and states. By joining our leadership and professional support team, you will empower our 16,000 culinary experts and in-unit staff to excel in delivering exceptional dining experiences in corporate cafeterias and executive dining settings, complemented by innovative catering solutions.

Our organization is characterized by innovation, high performance, and rapid growth. Our team members are passionate, dedicated to excellence, and thrive on consistently achieving outstanding results. We collaborate with exciting companies in dynamic environments. Elevate your career with Compass Group.

Position Summary

We are in search of a visionary and results-oriented Senior Vice President of Guest Services and Retention to spearhead and enhance our guest service initiatives across our division, focusing on retention and the expansion of our hospitality portfolio. This pivotal role is essential to our commitment to surpassing guest expectations, fostering repeat patronage, and improving overall guest satisfaction. The ideal candidate will possess extensive expertise in hospitality management, demonstrating a successful history of enhancing guest experiences and boosting retention metrics.

Key Responsibilities:

Strategic Direction:

  • Formulate and implement a holistic strategy for guest services and retention that aligns with the overarching goals of the organization.
  • Engage in the strategic expansion of the hotel and resort sector on a national scale.
  • Collaborate with the executive leadership team to weave guest services and retention strategies into broader business objectives.

Enhancement of Guest Experience:

  • Lead initiatives aimed at the continuous enhancement of guest experience, focusing on service quality, amenities, and tailored offerings.
  • Adopt industry best practices and innovative methodologies to enrich every facet of the guest journey, from entry to departure.
  • Utilize guest feedback, surveys, and data analytics to pinpoint areas for enhancement and execute targeted improvement plans.

Retention Strategies:

  • Devise and oversee client retention strategies, including programs that gauge client satisfaction.
  • Analyze retention data and trends to inform the development of initiatives that cultivate long-term loyalty.
  • Work in tandem with marketing and sales teams to design campaigns that boost guest engagement and retention.

Operational Excellence:

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

Leadership and Development:

  • Guide, mentor, and cultivate a high-performing team of hospitality professionals, including hotel general managers and service staff.
  • Promote a culture of excellence, accountability, and continuous learning within the team.
  • Provide leadership and support to ensure all team members are aligned with the organization's guest services and retention objectives.

Financial Oversight:

  • Develop and manage budgets for guest services and retention initiatives, ensuring efficient 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 experience without compromising quality.

Stakeholder Engagement:

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

Innovation and Continuous Improvement:

  • Stay abreast of the latest trends, technologies, and best practices within the hospitality sector.
  • Identify and implement innovative solutions that enhance guest services and retention, ensuring the organization remains at the forefront of the industry.
  • Lead initiatives to achieve industry recognition and accolades for outstanding guest services.
Qualifications:
  • Bachelor's degree in Hospitality Management, Business Administration, or a related discipline (Master's degree preferred).
  • Extensive experience (10+ years) in hospitality management, with a focus on guest services and retention.
  • Demonstrated 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.
  • Foster 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 reasonable accommodation.

Compass Group maintains a drug-free workplace.

Associates at Compass Group are offered a range of fantastic 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)

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