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Director, Hospitality

Main Office: Off Site (MOO)

 

 

Position Summary

 

The Director of Hospitality is responsible for leading the development and execution of the Sun Outdoors guest experience and team standards. As Sun Outdoors champion of our guests, this critical role will be tasked with designing the framework for hospitality training and standards for the brand. This person will have a relentless focus on delivering an unrivaled and consistent guest experience. Additionally, the Director of Hospitality will partner with our learning & development team to implement and execute division-wide training and initiatives which will drive the Sun Outdoors brand through our valued team members. This position will also assist on all Sun Outdoors transitions of newly acquired properties.

 

**This position has the option to work from home**

Duties

  1. Work with Brand Director to design industry leading experiences for our guests across the customer journey including booking process, pre-stay, during their stay, and post-stay.
  2. Proactively identify problems associated with the guest experience to solve for improved NPS and more efficient operations.
  3. Lead training and development of team members as it relates to guest experience.
  4. Set clear expectations for guest experience standards.
  5. Partner with content development team to design and improve team resources and training materials in the functional areas of core hospitality functions, such as food & beverage, guest services, activity programming, etc.
  6. Partner with Brand Director and learning & development to lead the implementation and ongoing development of the Brand Ambassador program.
  7. Take a data-driven approach to identify and analyze trends associated with our guests to inform decisions and strategy.
  8. Coordinate with internal stakeholders including learning & development, marketing, and strategy teams to implement solutions.
  9. Partner with learning & development to ensure objective and proactive talent and succession planning activity.
  10. Ensure the team embodies guest experience standards across all guest-facing interactions.
  11. Become a subject matter expert on Sun Outdoors brand standards and best practices.
  12. Become a subject matter expert on Sun Outdoors marketing channel policies as they relate to guest experience and marketing.
  13. Lead the implementation of robust solutions drives behaviors to meet and exceed strategic objectives.
  14. Review customer service processes, correspondence with guests, guest feedback, and consumer trends to address missed opportunities and ensure optimal guest experience.

 

Requirements

  • Bachelor's Degree (Required)
  • Master's Degree (Preferred)
  • 10+ years experience in customer service
  • 8 years experience in a management role
  • 5 years experience in training
  • 10+ years experience in the hospitality industry
  • Ability to travel by car or plane with overnight stays as required: 50-75%
  • Ability to use Microsoft Office suite (Word, Excel, Outlook)
  • Ability to work under minimal supervision
  • Demonstrated ability to manage multiple competing priorities
  • Excellent interpersonal skills
  • Excellent organizational skills
  • Excellent problem solving skills
  • Excellent written and verbal communication skills
  • Flexibility to work events during non-business hours
  • Strong customer service skills
  • Ability to lead, motivate, and communicate effectively
  • Ability to work well under pressure in a fast-paced environment
  • Ability to resolve conflict in a calm and professional manner
  • Ability to respond to business needs after normal business hours

 

BENEFITS

At Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities, paid time off, great benefits, and flexibility.

  • Comprehensive Medical and Prescription coverage with 4 plan options so you can choose the plan that best meets the needs of you and your family
  • Comprehensive Dental and Vision Plans
  • On-Site Fitness Center with Free Personal Training & Group Fitness Classes
  • Voluntary Health and Dependent Care Reimbursement Accounts
  • Life, Accidental Death & Dismemberment Insurance and Dependent Life
  • Short and Long-Term Disability Coverage
  • 401(k) Plan with Sun matching contribution
  • Paid Parental Leave
  • Employee Assistance Program
  • Identity Theft Insurance
  • Legal Assistance Plan
  • Pet Insurance
  • Tuition Reimbursement program providing financial support to team members who further their formal education
  • Vacation RV Site Discounts for team members when visiting SunRV Resorts across the nation
  • Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more
  • Free Virtual 1:1 Tutoring for the children of Sun Team Members
  • Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty

 

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Southfield, MI, US

Employment Type:  Regular
Classification:  Full Time
Job Reference:  98566


Nearest Major Market: Detroit

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