Director of Guest Experience

Job Description

Job Description

Detailers of Naples is looking for an exceptional  Director of Guest Experience to lead and elevate the customer experience across our organization.

This is not a traditional front desk position.

We are looking for someone who comes from a world where exceptional hospitality is the expectation. Luxury hotels, resorts, private clubs, fine dining, luxury retail, aviation, concierge services, or other high touch hospitality environments.

Our goal is simple:

We want the experience of doing business with Detailers of Naples to feel completely different from anything else in the automotive industry.

Our customers trust us with some of their most valuable possessions, from daily drivers to exotic and collector vehicles. The quality of our work is extremely important, but we believe the experience surrounding that work should be equally exceptional.

The Director of Guest Experience will own that experience.

The Role

You will oversee the customer journey from the moment someone walks through our doors to the moment their vehicle is delivered back to them.

You will be responsible for identifying opportunities to surprise customers, improving communication, maintaining hospitality standards, training the team, and making sure no detail of the customer experience is overlooked.

Think less like an automotive service advisor and more like the leader responsible for guest experience at a world class resort.

You should constantly be asking:

How can we make this easier?

How can we make this more personal?

How can we anticipate what the customer needs before they ask?

How can we create a moment they tell someone else about?

What You Will Own

• The complete customer experience inside Detailers of Naples

• Greeting and welcoming every customer with genuine hospitality

• Creating an exceptional arrival and vehicle drop off experience

• Ensuring customers receive clear and proactive communication throughout their project

• Coordinating customer updates, expectations, pickup times, transportation needs, and special requests

• Creating memorable vehicle delivery experiences

• Following up with customers after their service

• Recognizing repeat customers and understanding their preferences

• Identifying opportunities to surprise and delight customers

• Handling service recovery when something does not go as planned

• Monitoring customer feedback and reviews

• Developing hospitality standards and procedures for the company

• Training team members on communication, professionalism, presentation, and customer care

• Maintaining the presentation and atmosphere of all customer facing areas

• Working closely with Sales and Operations to ensure promises made to customers are executed properly

• Identifying friction throughout the customer journey and eliminating it

• Helping create a culture where exceptional service becomes everyone's responsibility

What Exceptional Looks Like

A customer should never have to wonder what is happening with their vehicle.

A returning customer should feel recognized.

A customer celebrating something important should feel like we noticed.

A vehicle delivery should feel intentional, not transactional.

Problems should be handled quickly and professionally.

Customers should leave feeling like the experience exceeded what they expected from an automotive business.

Ultimately, your responsibility is to make customers think:

"I've never been treated like this at an automotive shop before."

Who We Are Looking For

The ideal candidate is naturally warm, polished, organized, observant, and extremely detail oriented.

You notice things other people miss.

You remember people's names.

You understand body language.

You can recognize when someone needs assistance without waiting for them to ask.

You understand that luxury service is often about small details performed consistently.

You are also comfortable holding people accountable when the customer experience does not meet the standard.

Preferred Background

Experience in one or more of the following is highly desirable:

• Luxury hotels or resorts

• Four Seasons, Ritz Carlton, St. Regis, Mandarin Oriental, Waldorf Astoria, or similar hospitality brands

• Private clubs or country clubs

• Luxury retail

• Fine dining

• Private aviation

• Yacht or marine hospitality

• Concierge services

• Luxury automotive customer experience

Leadership or management experience within hospitality is strongly preferred.

Automotive experience is  not required .

We can teach automotive.

We are much more interested in finding someone who already understands genuine hospitality.

About Detailers of Naples

Detailers of Naples is a premier automotive protection and appearance company specializing in Paint Protection Film, Window Tint, Ceramic Coatings, detailing, and vehicle protection.

For more than 15 years, our goal has been to continually raise the standard of what customers should expect from an automotive business.

We operate from a roughly 16,000 square foot facility in Naples and work with everything from everyday vehicles to some of the rarest and most valuable vehicles in Southwest Florida.

Our next evolution is not simply becoming better at what we install.

It is becoming  one of the best customer experience companies in any industry.

We are looking for the person who wants to help us build that.

\nCompany Description

Detailers of Naples is a premier automotive protection and appearance company serving Naples and Southwest Florida for more than 15 years.

We specialize in Paint Protection Film, Window Tint, Ceramic Coatings, detailing, and premium vehicle protection services. Our team works with everything from daily drivers to exotic, luxury, and collector vehicles, all from our approximately 16,000 square foot facility in Naples.

We have built our reputation around craftsmanship, attention to detail, communication, and delivering an experience that goes far beyond the typical automotive shop.

Detailers of Naples was recognized as the 2024 XPEL Florida Dealer of the Year and has earned more than 500 five star reviews from customers throughout Southwest Florida.

Our mission is bigger than simply protecting vehicles. We want to redefine what the customer experience should feel like in the automotive industry.

From the moment a customer contacts us to the moment their vehicle is returned, every interaction should feel intentional, professional, personal, and memorable.

Our standard is simple:

Protect Your Investment™ while delivering a level of service customers would expect from the world's best hospitality brands.

Company Description

Detailers of Naples is a premier automotive protection and appearance company serving Naples and Southwest Florida for more than 15 years.\n\nWe specialize in Paint Protection Film, Window Tint, Ceramic Coatings, detailing, and premium vehicle protection services. Our team works with everything from daily drivers to exotic, luxury, and collector vehicles, all from our approximately 16,000 square foot facility in Naples.\n\nWe have built our reputation around craftsmanship, attention to detail, communication, and delivering an experience that goes far beyond the typical automotive shop.\n\nDetailers of Naples was recognized as the 2024 XPEL Florida Dealer of the Year and has earned more than 500 five star reviews from customers throughout Southwest Florida.\n\nOur mission is bigger than simply protecting vehicles. We want to redefine what the customer experience should feel like in the automotive industry.\n\nFrom the moment a customer contacts us to the moment their vehicle is returned, every interaction should feel intentional, professional, personal, and memorable.\n\nOur standard is simple:\n\nProtect Your Investment™ while delivering a level of service customers would expect from the world's best hospitality brands.