Skills Assessment Library

The Director of Customer Experience leads the development, implementation and evaluation of strategic, tactical and operational customer engagement plans, programs, and initiatives. This role is in charge of overseeing the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. By using their leadership and planning skills, they can come up with goals that can help improve customer experience. Those in this high-level position are responsible for overseeing the progress of different departments, ensuring everyone is working to meet these goals and objectives.

• Leadership
• Strategy
• Customer Acquisition/Retention

Guest Service Agents assist guests with check-in & check-out processes, provide guests with hotel services information, and accommodate guests during their stay in an attentive, courteous and friendly manner.

• Interpersonal Skills
• Initiative
• Customer Service