Service Excellence Manager

At Towne Park, It's More Than A Job

A career with us is rewarding in more ways than one. As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else's day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It's why we do what we do.

Towne Park is a place where you can make a difference and create smiles every day.

Summary

The Service Excellence Manager will lead and support service excellence at Towne Park, spanning more than 1,200 hospitality, commercial, and healthcare sites. This role is responsible for establishing and successfully managing core programs focused on Client and Guest Satisfaction. The manager will drive automation, partner with the Service Champion Network to support internal audits, and subsequently identify and close service gaps through data, structure, and accountability. The ideal candidate has a strong background in service, preferably luxury hospitality, and understands how to scale high standards across a large, dynamic organization.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

Service Performance Infrastructure

• Oversee all tools and workflows that track Guest and Client Satisfaction
• Partner with Business & Performance Analytics Team to maintain dashboards and ensure clean data flow from feedback tools (e.g., Survey submissions, QR / Text feedback).
• Define score thresholds, triggers, and follow-up logic across all service metrics.

Automation / Operational Systems

• Build and maintain automation rules for service alerts, escalations, reminders, and Plans of Action (POAs).
• Use Smartsheet to manage workflows for internal audits, follow-up tasks, and score tracking.
• Ensure real-time visibility for stakeholders via dashboards and automated reporting.

Internal Audit / Mystery Shops

• Own the internal mystery shop program executed by Service Champions.
• Define scoring methodology, cadence, and reporting standards.
• Track shop completion rates, trends, and follow-up actions across business lines.

Champion Program Leadership

• Build the Service Champion Network and establish a regular meeting cadence.
• Directly support the network of Service Champions across regions.
• Set expectations for audits, service coaching, and follow-up.
• Monitor Champion performance and drive accountability.

Recognition Culture

• Highlight top-performing teams and individuals for formal recognition.
• Promote a culture of continuous improvement, accountability, and pride.

Training Partnership

• Identify service gaps through feedback and audit trends.
• Partner with Talent Development Team to develop targeted development solutions.
• Align onboarding, coaching, and leadership messaging with Service Excellence goals.

Qualifications

Work Experience:

• 35 years in hospitality leadership, ideally luxury or high-standard service environments
• Familiarity with customer feedback systems (client and guest satisfaction tracking)
• Prior experience building automation in Smartsheet or similar platforms
• Experience influencing frontline, field leadership, and cross-functional teams

Knowledge & Skills:

• Strong data fluency; comfortable with Power BI, Smartsheet, or similar workflow automation tools
• Experience building or managing service audit or feedback programs
• Ability to drive projects cross-functionally
• Passion for systems thinking, service excellence, and scalable operations

Scope

Authority to Act:

Job is fairly routine. Incumbent follows established practices and procedures. Duties are performed with specific directions given and work is checked or verified on a frequent basis. Decisions are made within specific operational instructions and departmental guidelines. Errors in judgment could affect the smooth and efficient operation of the department.

Budget Responsibility:

The employee has control over resources available only.

Working Conditions & Physical Demands

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Lifting Requirements

Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or greater than 10 pounds of force constantly to move objects.

Working Environment

The majority of work will be performed in climate-controlled environments but may be exposed to inclement weather and varying degrees of temperatures on occasion.

Travel

Travel of up to 40% may be required.