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Company Name Delaware North- Patina Restaurant Group

Take your career beyond the ordinary—to the extraordinary.

At Delaware North, you’ll love where you work, who you work with, and how your day unfolds. Whether it’s in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there’s no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision, grow with us.

Delaware North is one of the largest privately held hospitality companies in the world. Founded in 1915 and owned by the Jacobs family for more than 100 years, Delaware North has global operations at high-profile places such as sports and entertainment venues, national and state parks, destination resorts and restaurants, airports, and regional casinos. Our 55,000 employee associates are dedicated to creating special experiences one guest at a time in serving more than a half-billion guests annually. Delaware North operates in the sports, travel hospitality, restaurant and catering, parks, resorts, gaming, and specialty retail industries and has annual revenue of about $3 billion. Learn more about Delaware North, a global leader in hospitality, at www.DelawareNorth.com.

All applicants will be subject to a pre-employment background check and may be subject to a pre-employment drug test depending upon the position and/or client requirements.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.  Delaware North is an equal opportunity employer.

What is GuestPath®

Throughout our organization, “creating special experiences one guest at a time” is more than just our mantra for GuestPath® — it’s the way we do business.

GuestPath®, designed and developed exclusively for Delaware North, is a customer experience management platform that drives exemplary customer experiences throughout our operations.  Built upon the principles of Customer Experience (CX), GuestPath is a companywide infrastructure that embodies Delaware North’s commitment and passion for providing the utmost hospitality. Relying on a proven scientific approach to customer centricity and continual improvement, Delaware North empowers our leaders and associates with the knowledge and skills they need to deliver first-class service.

The Role 

Our Managers of Customer Performance Experience serve as a Performance Consultant, advising and influencing the actions, initiatives, and efforts of the assigned portfolio of locations (Travel Hospitality Services). This is accomplished through the following:

·        Partnering with subsidiary and operating unit leadership, this role ensures the customer experience (CX) and GuestPath processes and best practices are embedded in each operating unit. 

·        Analyze data from various resources including; guest feedback, quality assurance, social media, P&L statements, etc., to identify opportunities for CX improvement.

·        Develop and deliver unit and subsidiary level presentations/reporting on analysis findings as well as best practices.

·        Conduct regular subsidiary meetings (phone, online, in-person) to communicate with the unit level leadership team on all aspects of GuestPath®

·        Educate unit level teams on GuestPath® and performance improvement tools and processes.

·        Monitor and report on unit progress in CX creating an atmosphere of accountability

·        Monitor and report on unit compliance to GuestPath® standards

·        Assist in the GuestPath® onboarding of unit personnel

·        Cultivate a service culture

·        Provide high levels of support to underperforming units

·        Assist locations in embracing change through change management principles

·        Using the data provided, drive the components for success such as

o   Brand standards

o   Customer service and leadership skills training

o   Quality assurance and Voice of the Customer initiatives

o   Associate recognition programs

o   Analysis and action planning to close performance gaps

·        Administrative duties include coordinating, scheduling and expense management for business travel, and supporting the administration of GuestPath systems including Salesforce, VOC and QA

Success in the role

To achieve success as a Manager of Customer Performance Experience, you will accomplish the following within their portfolio:

·        Build strong relationships at the subsidiary executive level and at the unit level

·        Successful roll outs of new programs, initiatives, and new location launches

·        Growth in Net Promoter Scores and Overall Guest Satisfaction

·        Growth in Quality Assurance Results

·        Elevate and continually enhance the customers’ experiences across the entire customer journey from purchase exploration to brand loyalty

·        Provide a competitive advantage within our business

·        Growth in company and client revenues

Experience Requirements

Our ideal candidate has 2 - 5 years in a performance improvement and/or customer experience management role.  Additional experience in the techniques of change management, quality improvement, and CX practices is necessary, preferably in a hospitality environment (food service, lodging, etc.).  Hospitality operations experience is also a plus.  A college degree, quality and/or CX related certification (CCXP) are all advantageous.

Passion for great customer experiences and subject matter expertise on customer experience strategies are keys to success. Someone who is highly influential and possesses persuasive communications ability that builds relationships using influence over authority. The ideal candidate is able to facilitate unit level CX strategy and quality improvement plan development with unit leadership across a multi-unit environment. This includes being able to educate, communicate, and persuade for organizational change and culture shift. Other required qualities include:

·        Aptitude to analyze customer-centric and operational data and prepare influential reporting/presentations to drive CX metrics improvement

·        Self-driven, motivated and detail-minded with strong deductive reasoning and verbal skills

·        Highly ethical

·        Working knowledge of Salesforce and MS Office (Word, Excel, and Power Point)

·        Ability to travel up to 80% to Buffalo NY, NYC,  Los Angeles CA, Orlando FL.

Division Patina Restaurant Group
Internal Reference Code/Reference No.
Location Name United States
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