.HSS Hospitality Staffing Solutions is recognized as the largest national hospitality staffing company today serving over 900 hotels nationwide. Our commitment to quality in servicing hospitality clients has earned HSS the trust and respect of the best hotel brands in the business.We are currently recruiting a Director of Hospitality and Guest Experience to support one of our primer clients. If you are open to relocating and/or just looking for a position in a specific area we want to talk with you! Whether you are looking for a position in your immediate area or looking to relocate we can help you find your next career! POSITION SUMMARY: We are seeking a highly-driven, efficiency and service-oriented Director of Hospitality and Guest Experience to work in a corporate office located in Glen Burnie, Maryland. This position works directly with the Chief Operating Officer to oversee Guest Services functions to accurately identify, resolve, and respond quickly and effectively to guest needs. The Director of Hospitality and Guest Experience has a unique opportunity to drive an innovative culture of the highest quality of customer service and professionalism. PRIMARY DUTIES & RESPONSIBLITIES:Develops and executes the strategic vision of the Guest Services functionIdentifies innovative and personalized opportunities for vacation experiences in each region leveraging local guest services teams or other regional knowledge. Responsible for ensuring optimum guest satisfaction through the management of front desk operations in vacation regions, guest service 24/7 call center operations and guest survey results. Contributes to the continual growth of the business by balancing strategy and delivery through guest retention and overall vacation satisfactionGuarantee the department provides a high level of service to field operationsFoster a positive culture of customer service, quality and continuous improvement in a shared services environmentManage, hire, monitor, evaluate, coach and enhance the performance of the guest services call center teamoversight of guest service resources including innovative scheduling and talent plans to meet the timing needs of our guestsMaintain diplomacy and tact when dealing with upset or escalated callsImplement effective quality assurance processes and policy improvements to continuously improve guest satisfaction by developing proper phone etiquette and issue resolution skills of team membersDevelop, implement, manage and monitor effective follow up communications with guests on outstanding issuesDevelop, implement and manage the generation and analysis of daily, weekly and monthly reportsREQUIREMENTS:A Bachelor's degree in Hospitality Management, Business Administration, Project Management, or Public Relations.10-15 years progressive customer/guest service experience, preferably in the Hospitality industry or a comparable fast-paced competitive environmentDemonstrated strategic and innovative thinking as it relates to enhancing and improving the customer journey and experienceExcellent communication and collaboration skills with the ability of understanding customers and tailoring messages to effectively communicate and to convey high quality feedback to supporting businesses to facilitate the formation of effective customer approaches and strategiesStrong conflict resolution and negotiation skillsDemonstrated leadership and team management and development skillsAbility to prioritize and multi-taskBENEFITS:Opportunity to drive growth and make a difference in a rewarding industryTravel Benefit ProgramRelaxed dress codeHealth, Dental, Vision, Life and Disability InsurancePTOPaid Holidays including 2 Floating Holidays per year401k ProgramEngaging work environment Apply here with your resume and references and let us connect you to your next career opportunity!Interested candidates please apply directly and/or email [Click Here to Email Your Resume].HSS is the largest staffing agency focused on hospitality staffing. We work every day to match people looking for work with: Hotels, Resorts, Banquet Halls, Colleges & Universities, Event Spaces, Medical Facilities, and more. If you're looking for work in the hospitality industry apply/search for our openings at: jobs2.smartsearchonline.com/hssstaffing/jobs/ HSS is an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.