Director of Guest Experience & Revenue Enablement

CIVANA Wellness Resort & Spa; Carefree (AZ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Affordable health insurance starting 1

Complimentary shift meal

Access to wellness classes & programs

Team & friends & family resort rates

401K with matching

Job summary

CIVANA Wellness Resort & Spa in Carefree, AZ seeks a seasoned leader for our Guest Experience Guides team. You will manage a high-volume, multi-channel centre delivering exceptional guest service while driving revenue through strategic upselling and seamless experiences across channels.

The ideal candidate brings 5+ years in guest services or hospitality operations, excellent Zendesk skills, and a data-driven mindset to improve satisfaction and loyalty.

Qualifications

• 5+ years leading customer success, contact center, reservations, or guest services — hospitality, wellness, luxury, or premium DTC preferred.
• Proven track record running high-volume, multi-channel operations (10,000+ monthly touchpoints or comparable).
• Deep, hands-on Zendesk proficiency — workflows, reporting, and more.

Responsibilities

• Lead the Guest Experience Guides team and run the guest success center across phone, email, chat and text.
• Define goals, training, and operational processes for a best-in-class guest success team.
• Own staffing, queue management, response times, and channel strategy; be the Zendesk SME.
• Drive revenue through identifying upselling and cross-selling opportunities across rooms, spa, classes, F&B, retail, and packages.

Skills

Customer success

Leadership

Analytics

Hospitality mindset

Tools

Zendesk

Job description

CIVANA Wellness Resort & Spa in Carefree, AZ seeks a seasoned leader for our Guest Experience Guides team. You will manage a high-volume, multi-channel centre delivering exceptional guest service while driving revenue through strategic upselling and seamless experiences across channels.

The ideal candidate brings 5+ years in guest services or hospitality operations, excellent Zendesk skills, and a data-driven mindset to improve satisfaction and loyalty.