What are the responsibilities and job description for the Director of Customer Experience position at Dyer Nursing & Rehabilitation Center?
Job Title: Director of Customer Experience
Position Summary:
The Director of Customer Experience (DCE) plays a vital role in managing every aspect of the guest and family experience, ensuring that all individuals receive exceptional customer service throughout their stay. This position focuses on proactive communication, hospitality, follow-through, and the creation of a warm, supportive environment for guests, families, and team members.
Key Responsibilities:
Daily Review & Planning:
Review updates each morning, including admissions, discharges, concerns, celebrations, and follow-up needs.
Ensure rooms are fully prepared and welcoming for new admissions
Plan and execute introductions for new guests to promote comfort and confidence.
Guest & Family Engagement:
Greet all new arrivals at the front door and escort them to their room to ensure a comforting first impression.
Maintain visibility and availability throughout the day to address guest and family needs.
Prepare guests and families for the discharge process, ensuring a smooth transition and supporting opportunities for positive Google reviews.
Service Recovery & Satisfaction:
Address concerns promptly, offer solutions, and provide thorough follow-up to ensure satisfaction and positive outcomes.
Monitor overall guest experience and intervene as needed to elevate service standards.
Team Morale & Recognition:
Acknowledge and recognize staff who go above and beyond in order to boost morale, motivation, and a culture of excellence.
Collaborate with team members to support high-quality service
Documentation & Reporting:
Document all findings, follow-ups, and guest interactions in a detailed daily report.
Share relevant information with department leaders and staff to maintain alignment and accountability.
Qualifications:
Required:
High school diploma or equivalent
Minimum of 2 years of experience in healthcare or hospitality
Strong communication, interpersonal, and problem-solving skills
A passion for delivering outstanding customer service
Preferred:
Associate’s or Bachelor’s degree in a related field (not required)
Skills & Attributes:
Warm, professional, and welcoming demeanor
Ability to multitask in a fast-paced environment
Strong organizational and follow-through skills
Commitment to building positive relationships with guests, families, and staff
Ability to remain calm and solution-oriented under pressure
Position Summary:
The Director of Customer Experience (DCE) plays a vital role in managing every aspect of the guest and family experience, ensuring that all individuals receive exceptional customer service throughout their stay. This position focuses on proactive communication, hospitality, follow-through, and the creation of a warm, supportive environment for guests, families, and team members.
Key Responsibilities:
Daily Review & Planning:
Review updates each morning, including admissions, discharges, concerns, celebrations, and follow-up needs.
Ensure rooms are fully prepared and welcoming for new admissions
Plan and execute introductions for new guests to promote comfort and confidence.
Guest & Family Engagement:
Greet all new arrivals at the front door and escort them to their room to ensure a comforting first impression.
Maintain visibility and availability throughout the day to address guest and family needs.
Prepare guests and families for the discharge process, ensuring a smooth transition and supporting opportunities for positive Google reviews.
Service Recovery & Satisfaction:
Address concerns promptly, offer solutions, and provide thorough follow-up to ensure satisfaction and positive outcomes.
Monitor overall guest experience and intervene as needed to elevate service standards.
Team Morale & Recognition:
Acknowledge and recognize staff who go above and beyond in order to boost morale, motivation, and a culture of excellence.
Collaborate with team members to support high-quality service
Documentation & Reporting:
Document all findings, follow-ups, and guest interactions in a detailed daily report.
Share relevant information with department leaders and staff to maintain alignment and accountability.
Qualifications:
Required:
High school diploma or equivalent
Minimum of 2 years of experience in healthcare or hospitality
Strong communication, interpersonal, and problem-solving skills
A passion for delivering outstanding customer service
Preferred:
Associate’s or Bachelor’s degree in a related field (not required)
Skills & Attributes:
Warm, professional, and welcoming demeanor
Ability to multitask in a fast-paced environment
Strong organizational and follow-through skills
Commitment to building positive relationships with guests, families, and staff
Ability to remain calm and solution-oriented under pressure