Head of Guest Experience & Revenue Growth

Civana-Wellness-Resort-and-Sp; Carefree (AZ); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Shift meal

Wellness class access

Resort rates for staff and family

401K Matching

Job summary

CIVANA Wellness Resort & Spa in Carefree, AZ is seeking a Director of Planning and Customer Success to lead the Guest Experience Guides and transform guest interactions across phone, email, chat, and text. You will drive service excellence as a revenue-focused center and curate memorable stays with a strong emphasis on hospitality and data-driven decisions.

You will build a high-performing team, optimize staffing and workflows, and collaborate with Brand, Marketing, and Operations to ensure

Responsibilities

• Lead, manage, and hold the team accountable
• Hire, develop, and retain Guest Experience Guides to a defined "raver" profile
• Run the weekly team L10, own scorecards, and performance manage with care
• Define goals, training, and operational processes for a best-in-class guest success team
• Manage thousands of monthly touchpoints across phone, email, chat, and text — no dropped guests, leads, or dollars
• Own staffing, queue management, response times, and channel strategy
• Act as the Zendesk SME — workflows, reporting, and more
• Drive innovation in tools, tech, and service models that scale with growth
• Hit monthly targets
• Identify selling, upselling, and cross-selling opportunities — rooms, spa, classes, F&B, retail, packages
• Build closing skills and train the team in the power of soft selling
• Treat every touchpoint as a revenue moment without it ever feeling transactional
• Champion guest happiness pre-arrival — treat guests as human beings, not numbers
• Drive customer loyalty and healthy guest sentiment scores
• Make every Guide a walking encyclopedia of CIVANA — classes, healers, treatments, rooms, dining, journeys
• Build the knowledge systems (playbooks, training, certifications, content library) that power curated stays
• Develop, monitor, and report on KPIs against satisfaction, quality, and revenue goals
• Bring guest insight and conversion data into the weekly Marketing L10
• Collaborate with Design and Marketing to improve the pre-arrival journey
• Partner with Brand, Performance, Group Sales, and Delivery for a flawless handoff to property

Job description

CIVANA Wellness Resort & Spa in Carefree, AZ is seeking a Director of Planning and Customer Success to lead the Guest Experience Guides and transform guest interactions across phone, email, chat, and text. You will drive service excellence as a revenue-focused center and curate memorable stays with a strong emphasis on hospitality and data-driven decisions.

You will build a high-performing team, optimize staffing and workflows, and collaborate with Brand, Marketing, and Operations to ensure