Job Title: Director of Guest Care

TEG Level: HQ Director

Role:

The Director of Guest Care is the position responsible for the success of Guest Care. They are expected to achieve their KPIs, balancing revenue growth and hospitality to ensure the thousands of guest interactions per day that come through tickets and calls are at and above TEG standards. This person is a guest-obsessed, growth-orientated leader who embodies CGP every single day. They are looking towards the future and constantly testing and tweaking to make sure Guest Care is achieving optimal results while scaling in a sustainable fashion. On a team that operates 7 days a week, there is an on-call expectation if other management is not available. This role isn't easy and the expectations are high but at its best, this person gets to lead a highly successful team with a very clear impact on the success of TEG.

KPIs:

• Percent of calls answered
• Guests booked per call
• Calls per GC hour
• Ticket response time
• % of staffing budget used

Responsibilities:

Coaching

Guest Care takes on a high volume of guest interactions every single day, handled by a fairly large group of team members. With this in mind, the Director of Guest Care must be one of the best coaches in the company. To be successful in this role, CGP has to be on your mind at all times and daily coaching needs to take place. Challenging, celebrating, realigning team members with every single call or email they send.

Team Vision and Strategy

Guest Care is the ultimate challenge and also the ultimate testing ground for ways to scale along with TEG's growth effectively. This role has a responsibility to be finding new ways, new structures, new softwares, new tools, and more, to give Guest Care the best path to scale forward.

Budgeting and Staffing

This role will be responsible for Guest Care beating their budget each year and also maintaining staffing needs. This position will ensure every dollar spent by the department is tracked meticulously and they will work to ensure consistency with Finance's tracking. In addition, they will keep the team staffed properly so everyone is getting expected hours and service levels stay at or above standard during our busiest times of year.

Data and Guest Insights

Guest Care is a wealth of information and should be one of the leaders in the company for understanding our guests needs. This role has an obligation to intently study Guest Care interactions for ways TEG can improve the guest experience across all departments and functions with a mind towards hospitality and revenue generation. This will require consistency, a strong internal locus of control, and an ability to clearly report data.

Requirements & Expectations:
• Minimal travel expected
• Minimum 40-45 hours per week. More will be required during peak seasons. More may be required based on projects, priorities and task list other times of the year.
• Some work on nights and weekends with on-call expectations for shifts when other managers are not scheduled.
• Xola, Hubspot, and RingCentral expertise
• Consistent cookie attitude
• TEG brand ambassador
• Natural "excellence" reflex
• Intense work ethic
• TEG GM experience strongly preferred

Direct Leader: : Sr. Director of Guest Care