Customer Journey Director

Job Title :

Customer Journey Director

The Customer Journey Director plays a pivotal role in ensuring an exceptional guest experience from pre-arrival to post-departure. This position focuses on delivering unparalleled customer satisfaction by overseeing team operations, optimizing service processes, and fostering a culture of excellence in hospitality.

Key Responsibilities :

• Oversight of team operations including front-desk interactions, concierge services, and lobby management.
• Coaching and motivation to ensure consistent delivery of brand standards and personalized service.
• Customer journey management including pre-arrival communications, in-stay engagement, and post-stay follow-up.
• Service process optimization leveraging customer feedback and data insights.
• Quality assurance and brand standards ensuring adherence to brand standards in all customer interactions and operational processes.
• Data analysis and reporting analyzing customer feedback, satisfaction surveys, and operational data to identify trends, measure performance, and propose improvements.
• Team development and training fostering a culture of hospitality excellence by identifying skill gaps and organizing training programs.