Guest Experience Manager

4 weeks ago

Carmel by the Sea, United States La Playa Hotel Full time

The Guest Experience Manager at La Playa Hotel and The Hotel Carmel is responsible for the direct leadership of the Front Office. This position must respond to a wide variety of guest requests by accurately assessing the guest needs and desires, adding personal recommendations and touches to achieve maximum customer satisfaction. This leader will constantly be demonstrating the Marc & Rose Pillars of Character and Leadership Behaviors while bringing world class service to our guests.

Job Summary:

• Leads the activities of Front Office (Front Desk & Bell Team) and acts as the Leader on Duty. Directs staff and ensures communications and follow-up on any problems, guest requests or special requirements.

• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.

• Ensure top VIPs (Elite and other Guests selected by Front Office Team) point of contact prior to arrival until departure for the arrangement of their stay.

• Work with guests or Travel Agents to plan itineraries and special requests.

• Perform Top VIP room inspections to make sure amenities, welcome cards and special touches have been arranged.

• Be a driving force behind guest centric projects, aimed at elevating the experience and recognition of qualifying guests. Understands the trends of our guests and can identify opportunities for new experiences.

• Interviews, trains and provides real time feedback. Conducts Performance evaluations and disciplines staff when needed.

• Performs daily team meetings and briefings.

• Leads Front Office Trainings and department meetings.

• Create and monitor schedules of staff and assist in processing payroll.

• Coordinates arrivals, departures and billing requirements with Sales and Catering Department.

• Blocks rooms for arrivals and ensures and discrepancies are resolved.

• Reviews daily arrivals to ensure proper handling of Special Attention Guests, VIP Guests and Groups.

• Assures that all financial and credit procedures are followed.

• Follows up on credit problems with Front Office Team and/or Corporate Billing.

• Reviews all paid-outs, rebates, petty cash disbursements and direct billings.

• Checks cashier’s work at the end of the shift to ensure all transactions are reconciled with proper approvals and endorsements.

• Acts in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees.

• Responds swiftly and effectively in any hotel emergency or safety situation.

• Responds to all guest requests in an accurate and timely manner.

• Interactions with guest will be in person, on the phone, via email and any other means of communication

• Assures that guest is assigned type of room requested and the correct rate is charged.

• Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.

• Works harmoniously and professionally with employees, co-workers and upper management.

Your Skills and Qualifications Include: 

Minimum of 4 years Front Office Management experience required University/College degree or an equivalent combination of education and work-related experience, preferred  Previous 5-star luxury experience an asset  Experience working with INFOR HMS advantageous  Must have excellent computer and troubleshooting skills  Excellent organizational skills  Outstanding communication skills - oral and written  Excellent interpersonal skills  Displays a team philosophy and leads by example  Excellent problem solving skills  Ability to remain calm under pressure  Strong attention to detail  Physical Aspects of Position (include but are not limited to): Frequent standing and walking throughout shift; Occasional kneeling, pushing, pulling, lifting; Occasional ascending or descending ladders, stairs and ramps

Source: Hospitality Online

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