Guest Experience Manager

Profile

Guest Experience Manager','NAS001762','!*!The Guest Experience Manager is responsible for ensuring high levels of guest satisfaction property wide, from pre-arrival to post-stay. The Guest Experience Manager will lead by example and set standards for attentive guest service; they will assist in the supervision of the hotel’s guest relations team (Front Desk, Bell Services, Valet, PBX, Reservations, Concierge, Guest Services) and liaise with other departments (including the Food & Beverage teams) as needed. The Guest Experience Manager will handle guest complaints and incident resolution, oversee VIP guest stays, and respond to all guest feedback.

General:

·         Can manage day to day operations of the Front Office, including covering MOD shifts as necessary.

·         Ensure all guest requests are responded to in a timely manner. Set and monitor goals for guest responsiveness using the property work order system (Alice or similar).

·         Develop, update, and maintain all guest-experience related SOPs and policies, and conduct regular audits to ensure compliance with brand standards

·         Oversee the VIP program, including reviewing arrivals, arranging amenities, pre-arrival/in-house/post-stay guest outreach, and inspecting VIP rooms for check-in and during stayover service.

·         Conduct property tours as requested for VIPs of Corporate, Sales, Ownership.

·         Liaise with Corporate team and other hotel and food & beverage department managers to execute VIP and SVIP stays seamlessly.

·         Ensure guest profile information is being updated properly with guest data, preferences, stay history, and incidents/positive feedback in all relevant operating systems. Ensure team is merging profiles regularly in Opera PMS.

·         Oversee guest complaint and incident resolution, ensuring proper and thorough follow up from relevant parties.

·         Ensure all incident reporting standards are followed and the daily and updated daily incident logs are sent out, as well as monthly/quarterly/yearly summaries.

·         Manage valet parking complaints and build a relationship with valet parking company.

·         Manage and ensure timely responses to all positive and negative guest feedback, whether reported in-person or by phone, email, guest survey, or online review (including but not limited to Trip Advisor, Yelp, Google, OTA site reviews).

·         Manage Revinate and monitor guest satisfaction scores and reviews; report on guest scores as required (e.g. Weekly/Monthly Ownership Reports).

·         Develop and implement corrective action plans to improve guest satisfaction scores.

·         Create and drive department strategies targeting guest engagement and delight, and positive guest reviews (particularly Trip Advisor).

·         Attend the weekly Owner’s meeting and manager meetings.

·         Build Concierge program; ensure all Front Office/PBX/Reservations employees have thorough and current knowledge of property and city events, activities, dining and nightlife options, etc.

Team:

·         Assist in the recruitment and development of Front Office/Guest Services team as needed, including interviewing, training, and developing team members.  

·         May be responsible for scheduling of employees to business demands, including third party and contract employees (e.g. valet); track employee time and attendance.

·         Reviews staffing levels to forecast to ensure the guest service, operational needs, and financial objectives are met.

·         Ensures all employees have proper supplies, equipment, and uniforms.

·         Participate in 1-on-1 performance reviews with Front Office/Guest Services/Reservations team as needed.

·         Ensures employees understand expectations and parameters; property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.

·         Observes service behaviors of employees and provides feedback to individuals, including employee recognition.

·         Hold guest services/relations trainings and meetings regularly; continually communicates a clear and consistent message regarding the departmental goals to produce desired results.

·         Provide guidance and direction to ensure overall departmental success versus predetermined KPI’s. Create and nurture a culture of exceeding set targets.

·         Plan department goals for guest satisfaction (e.g. review and survey goals), and direct team members in order to achieve budgeted goals.

Financial:

·         Collaborate with the Director of Operations, Director of Finance, other department heads and managers, and Corporate Office on all required reporting, such as forecasts, monthly P&L reports, ownership reports, etc.

·         Contribute to the annual Front Office department budget and CAPEX budget; back up any requests for spending with guest feedback/incident metrics as needed.

·         Manage budgetary and capital expenses, including regular inventory of all required OS&E.  

·         Ensure department adherence to all financial policies, including but not limited to amenity procedures, credit and cash handling procedures, guest disputes/chargebacks, credit limit and authorizations, deposits, third party billing forms, etc.

·         Manage the amenities budget and track departmental spend.

·         Track guest recovery allowances and spending; generate regular reporting as needed.

·         Understand the importance of department’s operation on the overall property financial goals and educate  staff on details as appropriate; manages to achieve or exceed budgeted goals.

Miscellaneous:

·         Represent Dream Hotel Group and the Hotel in a professional manner at all times.

·         Participate on committees and special projects as needed.

·         Stay up to date on competitors’ offerings, market trends, and overall industry trends.

·         Travel as necessary to different properties, venues, industry trade shows, etc. within the region and overseas, to study benchmarks and represent the hotel.

·         Travel as necessary to Corporate Office and other Company hotels.

·         Perform all reasonable requests assigned by the management team.

·         Attend and participate in all scheduled meetings and training sessions.','!*!·         High school diploma or GED; minimum 3-years experience in Front Office in a luxury hotel in a management position, OR:

·         2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business   Administration, or related major; minimum 2-years experience in Front Office in a luxury hotel in a management position.

·         Experience working in a lifestyle luxury hotel environment strongly preferred.

·         Must be able to communicate fluently to the level of ‘business English’ in all forms of communication.

·         Additional languages proficiency is a plus.

·         Business acumen and forward-thinking approach to analyzing business opportunities, proposing cost-management initiatives and efficiencies, short and long-term goal planning, budgeting, forecasting, business planning and profit and loss analytics.

·         Excellent interpersonal skills, with the ability to quickly establish and maintain positive relationships with: Ownership, Corporate Office, the hotel’s leadership team, employees, clients, vendors, and the wider external community.  

·         Demonstrated ability and experience in successfully leading and coordinating team members in a high volume, pressurized and time-sensitive environment, and the ability to prioritize or adjust workloads to meet deadlines.

·         Ability to develop and maintain effective operating and control processes designed to deliver maximum operating efficiency, while ensuring strict adherence to established operating criteria.

·         Ability to effectively handle dynamic challenges in the workplace; adept in anticipating, preventing, identifying, and solving problems, complaints, and concerns as necessary.

·         Ability to effectively and confidently present financials, strategies, and other presentations in both oral and written form to all concerned stakeholders.

·         Ability to work flexible schedules, and be present as required by business demand.

·         Proficient in computer systems including the full Microsoft Suite, Opera PMS Cloud, and commonly used hospitality systems including but not limited to: work order systems (Alice/Nuvola/HotSOS); CRS; purchasing / inventory platforms.

·         Knowledgeable in all prevailing health and safety guidelines, and specifically COVID-19.','US-TN-Nashville','','Dream Nashville','','Yearly','US Dollar (USD)','Department Head/Manager','Full-time','Guest Services','Guest Experience Manager

Company info

Hyatt Hotels Corporation.
Website : http://www.hyatt.com