Queen City Distillers is currently seeking a Director of Guest Experience for our Regina, Saskatchewan location. The Director of Guest Experience is responsible for designing, leading, and continuously improving the end-to-end guest journey across all venues and touchpoints. This role oversees guest services, box office and ticketing support, reservations, coat check, valet, ushers, washroom attendants, janitorial guest-facing teams, volunteer coordination, CRM systems, and service recovery programs.

This position develops and executes a comprehensive guest experience strategy tailored to concerts, dining outlets, VIP programming, and special events. The Director ensures that hospitality standards adapt to each concept — from casual sports bar energy to elevated cocktail lounge or VIP experiences — recognizing that hospitality is not one-size-fits-all.

The Director of Guest Experience is a guest-obsessed leader who transforms operational touchpoints into memorable experiences while maintaining strong analytics, incident management, and service recovery systems.

Who We Are

Queen City Distillers is a premier craft distillery and entertainment destination, located in the heart of Regina, Saskatchewan. More than a distillery, Queen City Distillers is a multi-venue complex featuring a restaurant, premium wine and spirits bar, a sports bar, speakeasy, retail liquor store, and a two-storey live music venue. Guided by distilling the prairie spirit, every space is designed to celebrate local craftsmanship, community, and culture—bringing together food, drink, and entertainment under one roof.

Required Skills

What You Will Be Responsible For

Guest Experience Strategy & Service Standards

• Develop and implement a property-wide Guest Experience Strategy.
• Establish and maintain service standards across Sports bar, Restaurant, Music venue, Speakeasy, Wine & cocktail bar, Banquets and special events.
• Design adaptable hospitality models based on concept, audience, and event type.
• Develop accessibility programs and inclusive hospitality initiatives.
• Create VIP and premium guest experience programs.
• Ensure guest-facing standards evolve with brand positioning, guest expectations, and industry best practices.

Guest Services Operations Oversight

• Oversee all guest-facing service operations including:

o Box office and ticketing support

o Reservation systems (including full OpenTable ownership)

o Coat check services

o Valet services

o Ushers and event support staff

o Bathroom attendants

o Guest-facing janitorial and support roles

o Volunteer coordination

• Supervise Guest Experience Manager/Coordinator and volunteer coordinator roles.
• Manage guest-facing hourly teams and ensure staffing levels align with event and service demands.
• Coordinate with host teams and Food and Beverage teams to align guest flow and service pacing.

Reservations, Ticketing & CRM Management

• Own and oversee OpenTable across all dining concepts.
• Oversee reservation strategy, pacing, and guest segmentation.
• Respond to dining, reservation, ticketing, and road sales inquiries.
• Oversee CRM systems and guest database integrity.
• Develop and implement guest retention and loyalty strategies.
• Leverage guest data to improve repeat visitation and targeted outreach.
• Ensure system accuracy across reservations, ticketing, and POS integrations where applicable.

Incident Management & Service Recovery

• Lead incident management and guest escalation protocols.
• Oversee lost and found procedures and documentation.
• Develop structured service recovery programs to resolve guest issues effectively.
• Monitor and respond to online reviews across platforms like Google, Yelp, TripAdvisor, OpenTable

Guest Analytics & Reporting

• Collect and analyze guest feedback from surveys, review platforms, CRM systems, comment cards and post-event reports
• Produce weekly and monthly guest experience performance reports.
• Track KPIs including review scores, response times, incident frequency, and recovery outcomes.
• Develop action plans to improve guest satisfaction metrics.
• Collaborate with marketing and operations to implement improvements.

Event & Crowd Flow Coordination

Coordinate with Entertainment, Food & Beverage, and Security teams on:

• Crowd management strategies Show-day service models
• Entry and exit logistics
• VIP and premium guest logistics
• Develop guest journey mapping for large-scale events.
• Ensure smooth transitions between ticketing, entry, dining, and entertainment experiences.
• Support emergency operations planning and implementation.
• Serve as hospitality lead during high-capacity or high-profile events.

Training & Culture Development

• Serve as lead hospitality trainer for Guest relations best practices, Emergency procedures, Service personalization, Accessibility standards, Brand tone and guest interaction standards

• Train staff on recognizing individual guest needs and adapting service styles.

Required Experience

• 5+ years of leadership experience in high-volume guest experience environments such as hospitality venues, restaurants, hotels, stadiums, arenas, casinos, resorts, or cruise ships.
• Strong understanding of customer journey design and service standards.
• Experience managing large guest-facing teams.
• Proficiency with Microsoft Office Suite, OpenTable (advanced knowledge), Ticketing and box office systems, CRM platforms, Online review platforms (Google, Yelp, TripAdvisor, OpenTable)
• Experience improving and managing online reputation scores.
• Experience in crowd management and emergency operations in large-capacity venues.
• Excellent written communication skills with polished email etiquette.
• Strong phone presence and guest communication skills.
• Experience handling escalated guest concerns and service recovery.
• Strong analytical skills and comfort working with guest data and reporting.
• CPR/First Aid certification preferred.

What We Offer

• Competitive compensation: we offer competitive wages that recognize your skills, experience, and contributions.
• Continuous Learning: through on-the-job training and educational opportunities.
• Opportunities for advancement within a growing company that values initiative and teamwork.
• Comprehensive benefits coverage: including health, dental, insurances, and more to support your and your family’s wellbeing.
• Retirement savings programs: Company matching pension and RRSP programs to help you invest in your future.

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