Welcome to the Golf Ranch, where every guest interaction drives us closer to exceptional hospitality! Located in Richardson, we pride ourselves on delivering unparalleled experiences for golf enthusiasts of all levels. If you thrive on creating memorable guest experiences and are passionate about hospitality, then this role is for you. Join us in shaping unforgettable moments for our guests and advancing our service standards to new heights.
Position Overview:
We are seeking a dynamic and customer-focused individual to join our team as a Hospitality and Service Manager. This pivotal role will lead our hospitality efforts by gathering insights and learnings to ensure that every guest receives exceptional service and leaves with a lasting positive impression. The Hospitality and Service Manager will coach team members on meaningful guest interactions and oversee customer engagement to enhance guest satisfaction and loyalty.
Characteristics We're Looking For:
- Guest-Centric Approach: Dedicated to providing exceptional service and creating memorable experiences for every guest.
- Effective Communication Skills: Proficient in both receiving and capturing guest insights and the ability to convey those findings to the team.
- Coaching and Development: Ability to coach and mentor team members to deliver impactful guest interactions, recogonize key points in conversation, and uphold service standards.
- Customer-Facing Expertise: Comfortable and skilled in direct guest interactions, ensuring every guest feels valued and attended to.
Responsibilities:
- Guest Experience Enhancement:
- Lead efforts to enhance the overall guest experience through personalized service and attention to detail.
- Proactively identify opportunities to exceed guest expectations and deliver exceptional service.
- Customer Feedback and Satisfaction:
- Solicit, analyze, and act upon guest feedback to continuously improve service delivery and guest satisfaction.
- Implement strategies to address guest concerns and ensure swift resolution of issues.
- Implement strategies to maximize the use of Toptracer to meet guest preferences and enhance their enjoyment.
- Monitor and respond to Google reviews and other feedback platforms to maintain a positive online reputation.
- Staff Training and Development:
- Train and mentor team members on effective guest communication, service standards, and hospitality best practices.
- Empower staff to utilize Toptracer effectively to enhance guest engagement and satisfaction.
- Promoting the /"Golf Lite/" Vibe:
o Engage guests to embrace the relaxed and enjoyable atmosphere of /"Golf Lite/" through personalized interactions and service excellence.
o Encourage guests to experience the fun and accessible side of golf with our unique amenities and welcoming environment.
- Guest Subscription Conversion through Service Excellence: