Customer Experience Manager

3 weeks ago


Royal Oak, Michigan, United States Douglas J Companies Full time
Job Description:

The Guest Services Coach plays a pivotal role in delivering an exceptional guest experience at Douglas J Companies. This dynamic leader oversees, coaches, and motivates the Front Desk team to make every interaction fun and engaging.

Key Responsibilities:
  • Lead and motivate the guest services team to meet performance goals and ensure exceptional guest interactions.
  • Oversee the front desk operations, ensuring a seamless check-in and check-out process for guests.
  • Recruit, train, and schedule guest services staff, always ensuring adequate coverage.
  • Provide regular feedback and coaching, conduct performance reviews, and foster a culture of positivity and growth.
  • Maintain inventory and place orders to ensure the retail areas are well-stocked; collaborate with Education department.
  • Collaborate with the Institute Director to set and achieve benchmarks for appointment pre-booking and walk-in retail sales.
  • Manage day-to-day Guest Service/Front Desk duties.


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