Director of Service

Position Overview

As the Director, Service & Brand Alignment for our strategic partnership with Hilton, this role will be the primary driver of service quality and standards inside Hilton hotels in which we operate. The Director, Service & Brand Alignment will ensure that Encore’s services are delivered in a way that meets and/or exceeds Hilton contractual requirements, helping create a seamless and exceptional experience for all guests and clients. This role will report out and present to various levels of leadership within Hilton and Encore. This role will report to the Vice President, Customer Experience.

Key Responsibilities

Brand & Strategy

• Brand Integration: Serve as primary Encore authority on Hilton service performance, embedding key principles from Hilton’s training philosophy into our own service delivery model inside Hilton hotels.

• Strategic Development: Design and implement a service excellence roadmap for the Hilton account, aligning Encore's operational goals with Hilton's guest satisfaction metrics and brand standards.

• Best Practices: Partner with Encore DOSX to champion and deploy consistent service standards and best practices across all Encore teams operating within Hilton properties across North America.

• Performance Analysis: Partner with the Enterprise Insights team to analyze service performance data and customer feedback to proactively identify trends, address systemic issues, and drive continuous improvement.

• Reporting: Deliver comprehensive reports on customer experience (CX) performance, metrics, and feedback trends to both internal (Encore) and external (Hilton) stakeholders.

Leadership & Influence

• Partnership: Work with leaders at Encore (SAM/DVP/RVP etc), various corporate partners at Hilton, and on-property teams to identify needs, drive change, and improve guest experience.

• Culture of Excellence: Foster a culture of service excellence and continuous improvement across the organization, coordinating with HR, Global Learning, Marketing, and Communications to build a customer-centric mindset.

• Skill Development: Support the development of service excellence competencies (e.g., Customer Segmentation, Journey Mapping) and encourage strategic, customer-focused problem-solving.

• Industry Expertise: Stay current on hospitality trends and emerging technologies, recommending relevant enhancements to customer touchpoints, product offerings, and commercial activities.

Job Qualifications

• 10 years of progressive leadership experience in customer experience, preferably within the hospitality or service industry.

• Bachelor’s Degree or equivalent experience.

• A deep passion for customer experience and a dedication to delivering unparalleled service.

• Proven track record of implementing successful customer experience strategies and driving performance improvements.

• Familiarity with CRM systems and CX measurement tools.

• Strong analytical skills with the ability to leverage data to make informed decisions.

• Demonstrated ability to build relationships, create consensus, and influence effectively at all organizational levels, including with teams you do not directly manage.

• Strong executive presence and adept at communicating around service excellence.

• Self-starter, entrepreneurial mindset

• Travel up to 30-40% as required to support key business functions and attend industry or partner events

Competency Group

•Deliver World Class Service

• Hospitality

•Do The Right Thing

• Courage

•Drive Results

• Optimizes & Aligns Work

•See The Big Picture

• Strategic Mindset

•Value People

• Organizational Savvy

• Values Diversity

• Develops Talent

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

Work Environment

Hybrid

Work combines remote work with time in an office environment. Working times may include flexible hours and include days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

#INDCORP

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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