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    Guest Experience Manager - Portland, United States - Kiwanda Hospitality Group LTD

    Kiwanda Hospitality Group LTD
    Kiwanda Hospitality Group LTD Portland, United States

    3 weeks ago

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    Description


    The Headlands Coastal Lodge & Spa Assistant General Manager is responsible for assisting the General Manager in the day-to-day operations of the lodge.

    The AGM will directly oversee the daily operations at Tidepools Spa & Wellness and the Adventure Center and will provide leadership and direct support for the Welcome Team at the direction of the General manager.

    This position will work to ensure that all guest experiences are flawless and fully in-line with our brand promise of "Extraordinary Coastal Experiences." The AGM will work closely with the General Manager to achieve overall goals for the property and to receive direction, clear expectations, and goals within their areas of responsibility.


    Key Accountabilities:


    Lead the teams at Tidepools and Adventures to ensure that all team members are professional, kind, and ready to deliver a flawless experience to our guests.

    Be responsible for curating and delivering the highest level of service through well trained and managed team members.
    Be available at peak business times to ensure that guests are receiving the best experience possible.
    Be ready to follow up quickly on guest issues. Will reach out immediately and will work with teams to prevent future issues, when necessary.

    Work with all HL teams to ensure that the guest experience and our brand "story" is seamless throughout our property.

    Work with the GM to ideate and create new processes and programs that will continually add value to our brand.

    Always maintain a professional appearance and demeanorCollaborate with other departments and stakeholders to improve communication, create opportunities for our guests, and solve problems.

    Be responsible for overseeing the day-to-day operation of Tidepools Spa & Wellness and the Adventure Center.
    Be accountable for the financial success of the above businesses.
    Provide leadership and direct support for the Welcome team, who will be directly led by the Guest Relations manager.
    Work with the GM to understand vision and business goals for their departments and be responsible for achieving them.
    Monitor daily sales and performance information to ensure that all areas of our business are meeting goals. Will work with teams to correct course quickly if we are off from our goals.
    Work with and develop managers, leaders, and PICs within the businesses they are responsible for.
    Work with the GM to create and analyze budgets for the Headlands teams.

    Provide direction and assistance to all Headlands departments in the absence of the GM.Champion culture for the Headlands team, fostering an environment of accountability, learning, and funEnsure that we are hiring and retaining excellent people that are ready and able to deliver amazing experiences.

    Help ensure that all team members are trained on the Headlands brand and knowledgeable on the overall goal of the Headlands experience.

    Ensure each team member understands their unique role in delivering amazing experiences.
    Provide feedback, coaching and growth opportunities for team members.

    Help create a Headlands team that is united across all areas and works as one We are ALL part of the same great Lodge and the same incredible experience we offer to our guestsEnsure that the Tidepools experience consistently meets the standards of our brand promise.

    Regularly collaborate with stakeholders to create, improve, and deliver a seamless guest experience.
    Optimize the treatment schedule to ensure the maximum number of available treatments for guests.
    Resolve all guest issues through the lens of our core values.
    Be knowledgeable and work to optimize all software and systems.
    Complete daily and monthly reporting and review to see trends and opportunities.
    Accurately complete and submit payroll and invoices to meet the set deadlines.
    Partner with Human Resources to meet all standards.

    Ensure all physical spaces, equipment and tools are maintained and meet the brand standards along with local, state and federal regulations.

    Be an expert in spa product lines and ensure that Tidepools is always offering the best products that meet our brand's standard.

    Plan and forecast the business needs to meet the seasonal guest demands.
    Manage ordering retail and backbar inventory to meet business demand and budget.
    Develop spa treatment offerings that highlight relevant partners, are on brand and change seasonally.
    Collaborate with the Director of Brand Engagement to develop and maintain the retail guest experience in Tidepools.
    Ensure all team members maintain all certifications and health and safety guidelines.


    Preferred Skills:


    High School Diploma or GED1 to 2 years of experience in Salon, Spa, Hospitality or Retail LeadershipExperience with Microsoft Office such as Word, Excel, Outlook and PowerPointSpa Manager CertificationHigh school diploma or equivalentPrior spa reservations experience preferredPrior hospitality experience preferredAt least two years customer service experience requiredMust be a United States citizen or possess a valid work permitAbility to work a flexible schedule that may include evenings, weekends and holidaysMust possess a current and valid OLCC servers permit and CPR card.5 years previous hospitality experience with 2 years of management experience necessary.

    Ability to interpret and respond to financial resultsExcellent written and oral communication skills required.
    Knowledge and enthusiasm for Central Oregon outdoor and other activities strongly desired.
    Positive interpersonal skills required.
    Excellent computer and typing skills are required. Excel and Word proficiency desired.
    Excellent listening and comprehension skills required.
    Must be able to remain standing for long periods of the day.
    Ability to lift and carry items up to 25 lbs without assistance.


    Compensation details:
    Yearly Salary

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