Guest Experience Manager - Miami, United States - EAST Miami

EAST Miami

Verified Company

Miami, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

JOB DESCRIPTION

Position Title:
Guest Experience Manager

Department:
Guest Experience (GE)

Report to:
Director of Guest Experience

Nature of the Job

Basic Purpose & Objective of the Position
Oversee the daily operations of the Guest Experience Department. Ensure that Front Office communications meet hotel standards for maximum guest satisfaction.

Act as the main contact for guests and other hotel departments in the absence of the Director of Guest Experience/Assistant Director of Guest Experience.

Main Duties
Customer Services

Delivers the brand promise and provides exceptional guest service at all times.
Provides excellent service to internal customers.
Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to Director of GE/ Assistant Director of GE.
Maintains positive guest and colleague interactions with good working relationships.

Financial

Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.

Operational

Ensures efficient guest registration, check out and telephone service. Observes Front Office agents and ensures that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.
Observes Front Desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensures follow through.
Directs and trains front office staff. Assists in newhire and ongoing training. Directs and assists guest experience staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
Arrives at workplace on time in full uniform prepared with tools and all equipment needed for service. Reviews current day's expected arrivals and checks all VIP and special request reservations to ensure that they are preregistered, blocked properly and other departments are notified of room assignment. Reviews the daily room availability and informs staff. Checks status of departures on a daily basis. Relays all pertinent information to front desk agents, telecommunications, the following shift supervisor.
Ensures all necessary reports and forms are completed daily.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
Assists Guest Relations/Receivables as necessary.
Any other duties as required by supervisor.

People Development

Supports Swire Hotels' cultural and people development implementations and characteristics.
Supervises ongoing training initiatives.
Uses all available on the job training tools for employees.
Communicates performance expectations in accordance with job descriptions for each position.
Coaches and counsels employees regarding performance on an ongoing basis.

Other Duties

Attends and contributes to all training sessions and meetings as required.
Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels.
Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.
Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
Ensures high standards of personal presentation and grooming.
Responds to changes within Guest Experience, as dictated by the industry, company and hotel.
Carries out any other reasonable duties and responsibilities as assigned.

Skills, Qualifications and Experience Requirements

Bachelor Degree preferred.
3+ year's minimum experience in a luxury hotel environment in the Front Office Department.
12 years Supervisor's experience.
Experience with Infor and HotSOS preferred
Ability to multitask and set priorities.
Strong project management skills.
Detailoriented with strong followup and decisionmaking skills.
Flexibility in a fastpaced global environment.
Strong work ethic.
Demonstrate initiative and exercise good judgment.
A willingness to work a