Julian Michael Simpson

Customer Experience Manager @Asphalt Green

Brooklyn, NY, US

Supervises, trains, and supports a team of Guest Services Representatives. Conducts regular team meetings and performance reviews to ensure high standards of service. Provides ongoing coaching and development opportunities for staff. Develops and implements strategies to enhance customer satisfaction and engagement. Addresses and resolves escalated customer issues and complaints promptly and professionally. Monitors and analyzes customer feedback to identify areas for improvement. Ensures that all interactions with members and guests are handled with the highest level of professionalism, courtesy, and hospitality. Creates and maintains a welcoming environment by ensuring that all areas are clean, organized, and inviting. Ensures that all team members are trained in hospitality, best practices, and customer service excellence. Leads by example in delivering exceptional hospitality, greeting guests warmly, and anticipating their needs. Develops and implements programs that enhance the overall member and guest experience, such as special events, promotions, and personalized services. Regularly assess the facility and services from a guest perspective to identify opportunities for enhancing the customer experience.