Service Excellence Manager

POSITION TITLE:

Service Excellence Manager

REPORTS TO:

Chief Executive Officer

PURPOSE OF POSITION:

The Glencoe Club and The Glencoe Golf & Country Club (The Glencoe) are seeking a Service Excellence Manager to join the Senior Leadership Team and lead the development of a consistent, exceptional service culture across both Clubs.

Reporting directly to the Chief Executive Officer, this role is responsible for creating a common understanding of what exceptional hospitality looks like at The Glencoe and driving that culture by equipping leaders to build, coach, recognize, and sustain those standards throughout the organization.

The Service Excellence Manager will develop and implement service standards, coaching frameworks, training programs, recognition initiatives, service recovery practices, and measurement systems that elevate both t...