Live! Hospitality & Entertainment · 1 month ago
Director of Training - Service Excellence
Arlington, TX
Full-time
Onsite
Director/Executive
7+ years expLive! Hospitality & Entertainment is a leading company in the hospitality and entertainment industry, known for its high-profile destinations that attract millions of visitors each year. The Director of Training - Service Excellence is responsible for establishing service standards and training procedures to enhance guest experiences across the company's various concepts. This role involves strategic leadership, collaboration with operational teams, and continuous improvement of service quality.
Restaurants
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
Qualification
Required
7-10 years of proven leadership experience in an industry-leading hospitality service leadership/management role; luxury operator experience 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
Preferred
Bachelor's degree in hotel, hospitality, business or related program highly preferred
Benefits
Competitive Pay with annual reviews
Comprehensive Benefits Package
401K, with contribution
Career Advancement Opportunities
Paid Time Off
Company
Live! Hospitality & Entertainment
Live! Hospitality & Entertainment was created in 1999 and have been a staple in The Cordish Company developments thereafter.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Allison Albright Varlan
Chief Financial Officer
Bradley Bittermann
COO of Live! District, 2nd Avenue and Green Hills
Company data provided by crunchbase