Guest Experience Excellence Analyst
HEI Corporate Office
US - CT - Norwalk

HEI views our associates as our greatest resource, and we hire and develop the best. We have a culture of winning, we embrace change, thrive on challenge and always seek to surpass our personal bests. Defined by our unique business platform, our environment is fast-paced, expansive and ever-evolving, yet stable, consistent, enduring. It is a high-performance culture where innovation and entrepreneurial spirit are evident; initiative and results are rewarded.

Our people know they're in on the ground floor of a company with all the cornerstones of success in place: experienced leaders, steady investors, a strong track record and long - term career potential. And in turn, each of our associates thrive because HEI's distinctly advantaged infrastructure creates a supportive, educational culture as well as unlimited opportunities for personal and professional success on every level.

An engaging, high-energy environment, HEI presents a rare career opportunity: the chance to shape a powerful leader in the hospitality industry.

This position will support the Director of Guest Experience Excellence with the lead analysis of the monthly, quarterly, and semi-annual guest satisfaction results. Position will require to work remotely out of a home office, preferrably west coast.

Collect and organize best practices.

Assist with the distribution of game plans to improve process and measurement, communication

to stakeholders, and follow-up mechanism.

Support the evolving development of materials utilized in property visits, including

pre-work, tools and resources for conducting analysis of hotel operations, training materials, and

communications with property and regional leaders.

Assist with the development of the monthly guest satisfaction presentation.


Help support the Guest Experience initiatives within HEI Hotels and Resorts, through data analysis and report preparation.

Work in conjunction with the Director of Guest Experience Excellence in the oversight of our hotels'

guest satisfactions results. Primary responsibilities include:

1. Analyze individual property service score results and identify trends for improvement.

2. Analyze guest feedback and recognize trends for improvement.

3. Provide administrative support in the development improvement plans for individual hotels, focused on service score growth.

4. Provide administrative support to execute HEI initiatives including portfolio-wide calls, incentives/kickers and best practices;

5. Provide administrative support to assist in the development of a strong culture of service excellence.

Support the collecting, organization of documents and distribution best practices that improve guest satisfaction.

Analyze the guest feedback data and create a top problems analysis in support of on-property GEI high-priority visits.

Assist with the development of action plans and monitor execution.

Support the reinforcement of the action plan and help monitor daily progress of the service scores.

Assist with the development of training modules on key service gaps and trends and disseminate the material to key positions throughout the portfolio.

Monitor GSI compliance and properties not meeting benchmark results.

Assist with the preparation and development of company-wide Guest Satisfaction improvement programs. Design and deliver training.

Asist with the preparation and development of roll-out incentives and/or kickers based on key drivers or initiatives.


High School Diploma

1+ Hotel Front Office Experience.

Preferably familiar with Hotel Guest Satisfaction Portals.

Skills and Knowledge

Extremely high ethical standards.

Strong communicator and willingness to take direction.

Self-motivator, with the focus to work independently.

Strong computer technical skills. Proficient in Microsoft word, excel and PowerPoint.

Command of the English language both written and verbal.

Strong organizational and time management skills.

Extremely strong analytical/intellectual skills .

HEI Hotels and Resorts is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled