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Director of Guest Experience

By Ben Gross

Director of Guest Experience

Summary of Role & Capabilities: We are looking for bright, driven, and dynamic problem solvers. The Director of Guest Experience dynamically works across many aspects of Minty Living’s business. One moment, you are on the phone, gracefully and with confidence, putting out a fire with an above-the line actor only to be pulled into a white-boarding ´session to help Minty Living build its next guest services automation. You are an exceptional, well-polished, go-getter with a strong ability to communicate clearly yet possess a deep sense of empathy to understand and meet our customer’s needs. You remain calm under pressure, are meticulously organized, and enjoy the challenge of solving day-to-day problems with creative solutions. You get a deep sense of fulfillment from resolving issues that require verbal communication and relationship management and love the fluid and dynamic work environment commensurate with a tech-enabled, hospitality Startup.

Job Description: The Director of Guest Experience will:

  • Communicate with Guests and manage the tactical needs of guest inquiries
  • Guide onboarding guests from pre-arrival to post-departure and ensure that all elements of the guest experience exceed expectations
  • Keep up-to-date knowledge and familiarity with all Minty Living properties (and the neighborhoods in which they are located) so you can handle any questions that come your way
  • Answer guest queries, schedule & troubleshoot issues in a timely fashion, resolve & follow up by initiating communication with the appropriate departments
  • Contribute to and lead client de-escalation discussions
  • Oversee & schedule in-the-field teams of Housekeeping & Quality Assurance to ensure the Minty Living brand standards are met
  • Working closely across departments to develop strategies to improve brand experience that will translate “big picture goals” into operational plans that will elevate the overall guest experience
  • Develop scalable processes that Minty Living can deploy as we continue to grow across multiple markets
  • Communicate departmental activity to and from senior management
  • On occasion, you will help field reservations and provide information to potential guests about Minty Living spaces
  • Guest services is 24/7 so the ability to plan, schedule, and occasionally work after hours

Qualities Include:

  • Strong Verbal & Written Communication: Able to listen, relate, and communicate clearly & effectively with empathy and compassion, maintaining a high degree of confidentiality and mindfulness
  • Flexible and Adaptive: Able to thrive within a dynamic and demanding work environment that stays atop the continually evolving hospitality industry
  • Critical Thinker: Able to solve unconventional problems by approaching them in a creative, innovative, and analytical way
  • Process Oriented: Able to develop and follow detailed processes and conduct work in a highly organized and reliable manner
  • Humble: self-aware and able to ask for & accept help, give and receive constructive feedback while remaining respectful, kind, and thankful
  • Iterative: speedy, willing to break, build, refine, & improve things
  • Digital Embrace & Fluency: Excited to adopt and leverage new & emerging technologies and knowing how & when to use existing technologies to improve workflows

If you're interested in this position please fill out an application using this Application Form!