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Hospitality Manager

2 months ago

Willowbrook, California, United States Midtown Athletic Clubs Full time

{"h1": "Customer Experience Manager", "p": "At Midtown Athletic Clubs, we're looking for a dedicated leader to represent the customer viewpoint and well-being, ensuring we deliver the best experience in the business. As the Customer Experience Manager, you will be responsible for developing and executing a customer success strategy in your respective club, involving every aspect of the club environment every day. Your ability to communicate and bring teams together will be mission-critical.

Key Responsibilities:

* Develop and lead the Midtown Voice of Customer team, processing customer feedback, resolving issues, and developing feedback-driven innovation plans.
* Develop and deploy action plans to improve customer onboarding, member retention, Net Promoter Score, and overall growth in member levels and engagement via Hubspot.
* Manage a team of hospitality desk associates and establish communication strategies for major initiatives that impact the customer experience.
* Build strong internal partnerships with cross-functional teams inside the clubs, including Membership, Marketing, Fitness, Tennis, and other key Operational departments.
* Monitor & manage Key Performance Indicator trends and create a culture of awareness and accountability within the club.
* Lead cross-functional meetings to ensure all teams are aligned with and accountable to prioritizing the quality of overall customer experience before departmental performance.

What You'll Love About This Job:

* You are a relationship builder, strong at developing partnerships, collaborating effectively with others, and bringing people together.
* You are an outstanding and relentless communicator, listening intently, communicating clearly, and speaking up when necessary.
* You like strategy and operations, being as well-engaged in circumstances that call upon you to be the strategic leader as in those when you are alongside the front-line, interacting directly with members.
* You are curious and entrepreneurial, loving brainstorming and formulating new strategies to old problems, even at the risk of failure.
* You love to learn and find joy in teaching what you know to others.

If you're a motivated and results-driven professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

We're an equal opportunities employer and welcome applications from diverse candidates.

Please note that we will consider transferrable skills and education, so don't hesitate to apply even if you don't meet every requirement.

We look forward to hearing from you"}