Analyst, Guest Experience, Western United States

Job Description:

Job Description

Signature aspires to become truly guest-obsessed by transforming into a hospitality company. The Guest Experience and Engagement (GX&E) team is pivotal in driving this transformation. The GX&E team seeks an analyst of guest experience to deliver the guest experience to an assigned region of bases.

The GX&E team needs a solutions-oriented and driven person to 1) gather guest insights, 2) provide valuable feedback to guest experience designers, 3) evaluate the execution of guest experience strategies, 4) coordinate unique GX needs for peak events and new FBOs, and 5) ensure guest care is delivered to key guests and key FBOs, and 6) provide timely internal customer care by coordinating the resolution for all GX OpsAssist tickets including coffee machine issues, amenity supply, loyalty, survey, rental car, advertising, etc. Ultimately, the Regional GX Delivery team executes GX Strategies for the locations in the assigned region and provides feedback to the GX Design and Strategy team to continuously refine and improve. 

This position is remote reserved for candidates residing in the Western United States. 

Responsibilities

• Proactively identify peak events and coordinate all GX elements to ensure readiness, including coffee, amenities, rental car, advertising, activations, as well as any other peak event design strategies, including experiences and guest interactions
• Lead GX execution for new/acquired FBOs, ensuring all GX elements are in place
• Provide timely response and resolution for all GX OpsAssist tickets, including coffee machine issues, coffee/amenity supply issues, loyalty, survey, rental car, etc
• Conduct field data collection to gather insights under the guidance of the Manager of Guest Insights at key FBOs to evaluate amenities, GX experiences, or evaluate the success of various GX tests
• Shepherd resolution of all Guest Care under the guidance of the Manager of Guest Care at key FBOs, including driving responses and resolution of all NetJets Deviations with a goal of achieving 100% response rate
• Create a catalog/inventory of marketing and guest experience elements at key FBOs.  Examples include a full inventory of TVs, Signature marketing assets, Signature logos, 3rd party logos, various amenity offerings, facility condition, signage in disrepair, etc
• Under the guidance of the Manager of GX Strategy, create an evaluation of key FBOs for renovation and/or refresh to optimize the R&M budget to make the guest experience exceptional
• Be the day-to-day liaison between the assigned FBOs and the GX&E team to resolve issues and answer questions for rental cars, hotels, advertising (Clear Channel/JetSet), surveys, TailWins, and any other GX&E question/issue

Qualifications

Minimum Education and/or Experience:

• Bachelor's degree preferred
• 5+ years' experience in Guest Experience delivery, preferably in the hospitality field 

Additional knowledge and skills:

• Demonstrated ability to successfully coach team members to achieve excellent execution of GX standards
• Strong project management skills and experience balancing multiple projects or responsibilities simultaneously 
• Strong interpersonal skills, demonstrating the ability to create strong relationships while maintaining a professional relationship