The Issue

A well-functioning guest experience organization relies on leaders who understand how their specific department impacts the entire guest journey. However, finding this cross-functional mindset is difficult; over-defined job descriptions often weed out agile, high-potential internal and external candidates.

Strategies

Current Employees: Staff often become “siloed,” losing the big picture and causing cultural stagnation. To correct this, implement structured development programs focusing on management communication and cross-departmental training.

External Candidates: Outsiders bring fresh perspectives. Do not discount older professionals, who often offer significant insight and adaptability. Similarly, consider entry-level through middle management candidates with diverse backgrounds who can synthesize wide-ranging experiences.

Rethinking Your Approach: Prioritize potential over restrictive checklists. Seek individuals who take the initiative to broaden their skills; they bring the innovation necessary to benefit the entire organization.

The Final Word 

By looking beyond the “qualified on paper” candidate, you ensure your venue hires adaptable leaders. However, developing these paths is complex. Care must be taken to define roles accurately.

The result is a unified organization capable of seamless transitions throughout the entire guest journey process, ensuring you fully deliver on your guest experience promise. To find out more about developing future leader programs and how they can be incorporated into and benefit your organization, contact us at connect@guestexpstudio.com