Guest Experience Director

Motek New York; New York (NY); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Competitive salary

Weekly pay

Growth opportunities

401k plan

Health insurance

Dental insurance

Vision insurance

Commuter benefits

Employee discounts

Job summary

Motek New York, part of Happy Corner Hospitality, seeks a Service Director to oversee all guest-facing service operations across departments and drive guest satisfaction, efficiency, and revenue goals.

You will set service standards, lead front-line and supervisory staff, collaborate with General Manager and Events teams, handle escalated issues, and monitor key metrics such as guest satisfaction and NPS while upholding health and brand standards.

Qualifications

• Bachelor's degree in hospitality management, Business, or related field (or equivalent experience) preferred.
• 5+ years of progressive experience in hospitality management, with at least 2 years in a leadership role.
• Proven track record of improving guest satisfaction metrics.

Responsibilities

• Develop, implement, and enforce service standards and protocols across all guest touchpoints (front desk, dining, concierge, housekeeping coordination, etc.).
• Lead, mentor, and evaluate department managers and supervisors; foster a culture of hospitality excellence.
• Monitor guest feedback (surveys, reviews, direct complaints) and translate insights into actionable service improvements.
• Partner with HR on training programs for service staff.
• Collaborate with all operational management members, such as General Manager and Events teams to ensure seamless guest experiences.
• Handle escalated guest issues and complaints with professionalism and swift resolution.
• Track and report on key service metrics (guest satisfaction scores, NPS, response times, etc.).
• Ensure compliance with health, safety, and brand standards.

Education

Bachelor's degree in hospitality management or related field

5+ years hospitality management

2+ years in leadership role

Proven track record of improving guest satisfaction

Strong leadership and conflict-resolution skills

Excellent verbal and written communication

Job description

Motek New York, part of Happy Corner Hospitality, seeks a Service Director to oversee all guest-facing service operations across departments and drive guest satisfaction, efficiency, and revenue goals.

You will set service standards, lead front-line and supervisory staff, collaborate with General Manager and Events teams, handle escalated issues, and monitor key metrics such as guest satisfaction and NPS while upholding health and brand standards.