Head of Guest Experience & Revenue

Civana; Arizona; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Health insurance

Meal provided

Wellness access

Resort discounts

401K matching

Job summary

Civana invites an accomplished Director of Planning and Customer Success to lead a premier guest experience organization at our Carefree resort. You will own multi-channel guest interactions, optimize processes, and partner with Marketing and Brand to deliver extraordinary stays.

Ideal candidates have extensive hospitality experience, strong analytics, and a track record of driving guest loyalty and revenue growth through service excellence.

Qualifications

• 5+ years leading customer success or guest services in hospitality or luxury sectors.
• Experience with high-volume multi-channel operations.

Responsibilities

• Lead the team with clear goals, accountability, and development plans.
• Oversee the Guest Success Center across phone, email, chat, and text with no drops.
• Identify and act on opportunities to drive monthly revenue and upsell.
• Curate intentional stays by enhancing guest journeys and knowledge assets.
• Be the voice of the guest, reporting KPIs and liaising with brand/marketing.

Skills

Team leadership

Zendesk proficiency

Data analytics

Revenue ownership

Cross-functional collaboration

Guest-centric hospitality

Tools

Zendesk

Job description

Civana invites an accomplished Director of Planning and Customer Success to lead a premier guest experience organization at our Carefree resort. You will own multi-channel guest interactions, optimize processes, and partner with Marketing and Brand to deliver extraordinary stays.

Ideal candidates have extensive hospitality experience, strong analytics, and a track record of driving guest loyalty and revenue growth through service excellence.