Guest Experience Manager - Boston, MA, USA
2 days ago
Job description
Reports directly to the Senior Guest Service Manager.The Guest Experience Manager is responsible for providing high-quality customer service to all guests while handling the front desks' responsibilities and other duties as requested by the Senior Guest Service Manager.
This position is Full time and flexible.Specific Duties
Provides optimal guest satisfaction by offering professional and efficient service through guest interaction.
Responsible for all aspects of operating the front desk.
Handles guest requests in a timely manner
Handles all phone calls to the front desk in a professional and courteous manner
Greet all arriving guests with a warm and sincere welcome
Communicates guest needs to appropriate departments to ensure guest satisfaction
Interacts directly with guests on all front desk issues i.e. reservation, billing inquiries, concierge duties, etc.
Handles and responds to all guest complaints received at the front desk communicating to the FOM as needed
Assists co-workers and works as a team to create a positive environment for guests and staff
Monitors arrangements for all V.I.P., Special Attention and Long Stay guests
Makes appropriate decisions, analyze situations and react accordingly when the hotel operation is affected
Remains calm and authoritative in fire & safety issues.
Proficient in the use of SMS and other equipment including kiosks; able to analyze and resolve problems with PMS and/or interfaces in a timely manner; knowledgeable of procedures related to the front desk operation
Provides Concierge Service for guests and remain knowledgeable and updated on local events, services etc.
Attends departmental meetings and/or events for the front desk and hotel as requested by the FOM
Responsible for cash drawer assigned amount and cash handling
Supervises Guest Service Representatives duties for guest requests
Balances room inventory for arrivals daily to maximize room revenue as per policy
Responsible for appropriate revenue collection from all guests by ensuring they receive a bill for services provided, all credit cards on file are valid, credit is not extended beyond the appropriate levels, etc.
Provides reservation services when requiredPerform any other duties as requested by the FOM or Hotel Manager
Perform night audit shift as needed.
Job RequirementsFlexible Schedule. Must be Customer Service oriented. Must be able to work AM, PM, overnight shifts, holidays and weekends.
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