Director of Training - Service Excellence

Live!•Arlington, TX

44d

About The Position

Live! destinations are among the highest-profile sports, entertainment, hotel, and gaming projects in the country. Each one delivers our signature blend of excitement, design, amenities, and customer service. In major U.S. cities, Live! destinations are the most-visited ones in their respective regions, attracting more than 55 million people per year. Live! embodies the special flair and culture of each community while offering residents and visitors a mix of best-in-class local, regional, and national dining, entertainment, and hospitality. Live! invites people into the energy and excitement of electric environments. Concerts. In-person performances. Festivals. Community events. Watch parties. Position Summary: The Director of (Training) Service Excellence establishes and implements the standards, training and quality assurance procedures needed to ensure superior service and guest hospitality experience across the Live! Hospitality & Entertainment estate. This position is responsible for developing and implementing strategic initiatives that ensure a guest-centric culture and improve guest satisfaction within all concepts - from fine dining, vibe dining, and casual and quick service concepts. The Director of Service Excellence leads unit-level teams in achieving operational service-related KPI's and delivering best in class service experiences. Reports to: Vice President Talent & Development

Requirements

7-10 years of proven leadership experience in an industry-leading hospitality service leadership/management role; luxury operator experience highly preferred
Bachelor's degree in hotel, hospitality, business or related program highly preferred
Strong leadership skills with a track record of managing teams effectively.
Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.
The ability to thrive in a fast-paced, dynamic environment and manage multiple priorities in multiple locations.
Proficiency in relevant software and tools for service management and customer relationship management (CRM).
Able to work nights, weekends and holidays.
Must be willing and able to travel up to 50% of the time to meet and lead service staff in the field.

Responsibilities

Provide daily strategic and tactical leadership for the Live! service experience; establish and communicate brand standards, and work closely with unit operating teams to evaluate, correct and consistently improve the guest service experience.
Partner with local operational leaders in building successful service teams, ensuring efficient operations and adherence to company policies, standards and procedures.
Develop and implement strategies to improve guest satisfaction and service quality across the entire Live! estate.
Build and maintain the training document library which shall include service guides, sequence of service, hospitality best practices, and training checklists and among other materials.
Lead hourly team member training initiatives, including a comprehensive Trainer the Trainer Program.
Oversee the company's quality assurance program, including secret shopper and on-line guest review tracking.
Monitor guest feedback and ensure local operator recovery of all negative guest reviews; work with local operators to ensure reviews are recovered to the best degree possible
Support new unit opening training for all service teams.
Monitor service metrics and performance indicators; identify areas for improvement and implement corrective actions as needed.
Collaborate with culinary, development, training, HR, Talent Acquisition, Operations & Marketing to coordinate service delivery and address customer needs effectively.
Ensure compliance with health and safety regulations, as well as industry standards.
Partner with management to resolve escalated customer issues and complaints in a professional and timely manner.
Stay updated on industry trends, technologies, and best practices to enhance service offerings.
Perform related duties as required.