Regional Guest Experience Manager

Areas USA - Miami, FL

Full-time - Mid Level

Miami, FL

Accommodation

About the position

The Regional Guest Experience Manager is responsible for leading the implementation and management of the Guest Experience Training program across Areas USA. This role involves training staff, managing guest satisfaction metrics, and collaborating with various departments to enhance the overall guest experience. The manager will also address guest complaints, monitor service performance, and support marketing initiatives related to guest engagement.

Responsibilities

• Manages the implementation and training of the Guest Experience program throughout the Areas USA organization.
• Trains Guest Experience Champions in the field and Operations teams to coach to the Guest program and handle guest complaints.
• Partners with location management to address individual guest issues and service performance problems.
• Collaborates with Marketing on upselling and promotional communications related to guest metrics and success stories.
• Monitors and reports on guest satisfaction metrics like NPS scores to senior management.
• Supports the implementation and audits of all reward and recognition programs related to guests.
• Creates and maintains training materials based on brand requirements and business initiatives.
• Coordinates with other departments to ensure effective guest service and feedback on service failures.
• Spends the majority of time in field operations to ensure hands-on management of guest experience.
• May perform other talent management duties as assigned.

Requirements

• Minimum of 2 years' experience in training design and delivery in the F&B/Hospitality space preferred or 3-5 years in an F&B/Hospitality role required.
• Associate or bachelor's degree in human resources, Organizational Development, Communications, or related field is a plus.
• Excellent written and verbal communication skills for delivering training programs.
• Ability to adapt to changing needs and stay updated on training and guest experience trends.
• Strong analytical skills to assess training effectiveness and analyze guest feedback.
• Understanding of change management principles to support transitions and adjust strategies accordingly.
• Ability to encourage teamwork and collaboration across all levels of leadership.
• Proficient in conducting needs analysis to recommend appropriate training interventions.
• Highly motivated individual with a background in guest experience.
• Ability to work with a diverse population of associates and managers.
• Superior organizational skills and time management abilities.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with social media platforms and virtual classrooms is a plus.

Nice-to-haves

• Experience in the F&B/Hospitality industry.
• Familiarity with social media management and analytics.