Director of Customer Experience

Daily Review & Planning

Daily Review & Planning: Review updates each morning, including admissions, discharges, concerns, celebrations, and follow-up needs. Ensure rooms are fully prepared and welcoming for new admissions.

Guest & Family Engagement

Guest & Family Engagement: Greet all new arrivals at the front door and escort them to their room to ensure a comforting first impression. Maintain visibility and availability throughout the day to address guest and family needs. Prepare guests and families for the discharge process, ensuring a smooth transition and supporting opportunities for positive Google reviews.

Service Recovery & Satisfaction

Service Recovery & Satisfaction: Address concerns promptly, offer solutions, and provide thorough follow-up to ensure satisfaction and positive outcomes. Monitor overall guest experience and intervene as needed to elevate service standards.

Team Morale & Recognition

Team Morale & Recognition: Acknowledge and recognize staff who go above and beyond in order to boost morale, motivation, and a culture of excellence. Collaborate with team members to support high-quality service.

Documentation & Reporting

Documentation & Reporting: Document all findings, follow-ups, and guest interactions in a detailed daily report. Share relevant information with department leaders and staff to maintain alignment and accountability.