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Customer Experience Business Partner

Posted January 14, 2022

Delaware North at KeyBank Center - NHL Buffalo Sabres
Buffalo, NY
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About This Job

The Opportunity 

Delaware North Global Headquarters is hiring a Customer Experience Business Partner to join our GuestPath team in Buffalo, New York. As a Customer Experience Business Partner, you will be responsible for the improvement of key guest metrics as well as operational metrics across an assigned portfolio of owned or operated locations. 

Responsibilities 
  • Drive the implementation of the Delaware North guest experience program's core components.
  • Ensure guest experience processes and best practices are embedded in each operating unit. 
  • Analyze guest experience data collected from various sources and identify opportunities for improvement.
  • Monitor and report on guest experience compliance.
  • Educate stakeholders at all levels on the guest experience, and related performance improvement tools and processes.
  • Provide high levels of support to under-performing units and support the administration of GuestPath and guest services systems and programs.
Qualifications 
  • 3 or more years in a performance improvement or customer experience leadership role in hospitality or a similar environment.
  • Experience with change management, quality improvement, and customer satisfaction practices.
  • Ability to travel up to 70%, possibly including international travel.
  • Excellent motivation, attention to detail, organizational, communication, interpersonal, and problem-solving skills.
  • A college degree in quality or Certified Customer Experience Professional certificate is a plus.
Who We Are 

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 and grow with us.

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.

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About this Employer

Delaware North at KeyBank Center - NHL Buffalo Sabres

1 SEYMOUR H KNOX III PLAZA
Buffalo, NY 14203

Regional Office

www.delawarenorth.com

Managed By

Delaware North operates concessions, clubs and suites for the NHL's Buffalo Sabres at KeyBank Center. Delaware North has been a partner of the Sabres since 1970, the year the team was founded.

Delaware North manages 42 concession outlets, 81 suites and two clubs, including the Lexus Club, a members-only fine dining restaurant with two full-service bars, at the 19,200-seat arena.