<p>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.</p> <p>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.</p> <p>What we offer:</p> <ul> <li>Competitive Pay with annual reviews </li><li>Comprehensive Benefits Package </li><li>401K, with contribution </li><li>Career Advancement Opportunities </li><li>Paid Time Off </li></ul> <p>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.</p> <p>Reports to: Vice President Talent & Development</p> <p>Key Responsibilities:</p> <ul> <li>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. </li><li>Partner with local operational leaders in building successful service teams, ensuring efficient operations and adherence to company policies, standards and procedures. </li><li>Develop and implement strategies to improve guest satisfaction and service quality across the entire Live! estate. </li><li>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. </li><li>Lead hourly team member training initiatives, including a comprehensive Trainer the Trainer Program. </li><li>Oversee the company's quality assurance program, including secret shopper and on-line guest review tracking. </li><li>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 </li><li>Support new unit opening training for all service teams. </li><li>Monitor service metrics and performance indicators; identify areas for improvement and implement corrective actions as needed. </li><li>Collaborate with culinary, development, training, HR, Talent Acquisition, Operations & Marketing to coordinate service delivery and address customer needs effectively. </li><li>Ensure compliance with health and safety regulations, as well as industry standards. </li><li>Partner with management to resolve escalated customer issues and complaints in a professional and timely manner. </li><li>Stay updated on industry trends, technologies, and best practices to enhance service offerings. </li><li>Perform related duties as required. </li></ul> <p>Qualifications:</p> <ul> <li>7-10 years of proven leadership experience in an industry-leading hospitality service leadership/management role; luxury operator experience highly preferred </li><li>Bachelor's degree in hotel, hospitality, business or related program highly preferred </li><li>Strong leadership skills with a track record of managing teams effectively. </li><li>Excellent communication and interpersonal skills. </li><li>Strong analytical and problem-solving abilities. </li><li>The ability to thrive in a fast-paced, dynamic environment and manage multiple priorities in multiple locations. </li><li>Proficiency in relevant software and tools for service management and customer relationship management (CRM). </li><li>Able to work nights, weekends and holidays. </li></ul> <p>Travel Requirements:</p> <p>Must be willing and able to travel up to 50% of the time to meet and lead service staff in the field.</p>