Guest Experience Manager

Position Summary:

Responsible for providing strategic direction and managing the Guest Services Department to ensure smooth operation of all systems and services required to meet Company standards and standards to provide outstanding guest service while maintaining financial profitability. Areas of responsibility may typically include Front Office, Concierge, Bellmen and Guest Service. Builds, and manages teams effectively and pre-arrival experience and enhance the guest experience during their stay.

Duties & Responsibilities

Primary Responsibilities/Essential Functions:

1. Consistently deliver results that contribute to overall success of the resort and the departments by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service.
2. Ensure exceptional guest service is delivered at the Front desk, Concierge, Bellmen and Housekeeping departments.
3. Designs the organization and promotes excellence for optimal guest service.
4. Possesses expertise at combining extensive business knowledge to integrate and develop sound budgets.
5. Develops detailed, realistic, and comprehensive plans that support organizational objectives.
6. Successfully manages people to achieve performance goals.
7. Excellent people management skills including resolving conflict, coaching and developing others, promoting teamwork, and performance management.
8. Resolve guest concerns expediently and in a professional manner.
9. Supervise the training of all Front Office and Housekeeping employees and motivate them to perform their jobs effectively.
10. Develop and maintain open lines of communication within the department and with other departments within the property.
11. Attend property required meetings as a representative of assigned departments.
12. Handle disciplinary action, coaching and counseling sessions and related personnel issues.
13. Ensure compliance with all systems, control policies and procedures and guest service delivery.
14. Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures Team Members receive any required training or attend mandatory meetings.

Qualifications (relevant experience, education and training):

1. At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 2 or more years of related experience; or a 4-year college degree and at least 1 year of related experience. Supervisory and management in Guest Services experience required.
2. Prior experience in luxury hotel/resort setting with concentration in Forbes rating guide preferred.
3. Possess solid knowledge of Front Office, Guest Services and Housekeeping operations, luxury hotel service standards, guest relations and etiquette. Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
4. Requires ability to serve needs of guests through verbal interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion.
5. Completes required training as scheduled.
6. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction.
7. Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.
8. Ability to read and comprehend simple instructions, short correspondence and memos.
9. Able to work independently with minimal guidance and as part of a team.
10. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
11. Must maintain a clean and appearance and professional demeanor.