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Guest Experience Manager
3 months ago
What makes us unique: In the heart of Sedona, AZ, L'Auberge de Sedona resort is an award winning Forbes 4 Star propety located on the banks of Oak Creek. This is where guests encounter one of a kind experiences of soaking up the sun at our resort-style pool, savour award-winning cuisine at Cress Restaurant and discover a new level of wellness at our L'Apothecary Spa.
The Guest Services Manager oversees the operation of all guest experiences to include Concierge, Amenity Program, VIP's, and Retail. The position will curate exceptional guest offerings, provide continuous new and creative ideas that will enhance the guest experience. Responsibilities
Job duties include but are not limited to:
- Oversight of Guest Experience, Amenities, Retail and Concierge. Reports to the Managing Director.
- Build a Guest Experience team that extends into other Rooms departments, Food & Beverage, working with and guiding Guest Recognition Specialist and Executive liaison, etc.
- Lead Guest Experience Meetings, maintains Guest Experience database and preferred vendor list, generate action plans to provide world-class one of a kind experiences of guest.
- Communicates and liaise closely with Reservations, Front Office, Concierge, In Room Dining, Housekeeping and various other departments to ensure follow up on any special requests, guest requests (to include amenities, room set ups, preregistration etc.)
- Review arrivals, departures and in house guests to ensure proper handling of VIPS and their preferences and be able to discuss in daily and weekly meetings.
- Provide seamless arrival/departure experience for VIPs starting with pre-arrival emails, room inspection, curbside meet and greet, personalized itinerary and amenity programs, reviewing bill prior to departure, to meet upon departure, etc
- Activate different Guest Relations programs including and not limited to VIP amenity, retails etc.
- Ensuring coverage in the lobby meeting and greeting guests
- Ensure correspondence with guests pre and post stay meet established guidelines
- Manages relevant expenses of the department and reviews daily amenity consumption
- Maintains inventory of retail and amenity product
- Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required ensuring guest issues are resolved within 24 hours.
- Perform any additional duties as assigned.
- Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.
- Assist guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
- Respond to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices, taking opportunities to create extraordinary experiences whenever possible
- Communicate with team members to ensure the highest level of personalized service
Skills/QualificationsIdeal candidate will have:
- Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.
- Luxury hotel experience required with a minimum of five years management experience in guest facing departments
- Excellent personal presentation and interpersonal skills
- Knowledgeable about the local area, have a high degree of patience and work with discretion
- Reading, writing and oral fluency in English language (additional language a plus)
- Successful candidates will be a willing team player, comfortable with electronic systems and will to accept assignments on a needed basis in order to promote teamwork. Flexibility to work early mornings, late evenings, weekends and holidays.
- Exceptional organizational skills, attention to detail, problem solving abilities and the ability to manage several demanding tasks in a consistently busy environment.
Source: Hospitality Online
- Exceptional organizational skills, attention to detail, problem solving abilities and the ability to manage several demanding tasks in a consistently busy environment.
- Successful candidates will be a willing team player, comfortable with electronic systems and will to accept assignments on a needed basis in order to promote teamwork. Flexibility to work early mornings, late evenings, weekends and holidays.
- Reading, writing and oral fluency in English language (additional language a plus)
- Knowledgeable about the local area, have a high degree of patience and work with discretion
- Excellent personal presentation and interpersonal skills
- Luxury hotel experience required with a minimum of five years management experience in guest facing departments
- Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.
- Communicate with team members to ensure the highest level of personalized service
- Respond to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices, taking opportunities to create extraordinary experiences whenever possible
- Assist guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
- Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.
- Perform any additional duties as assigned.
- Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required ensuring guest issues are resolved within 24 hours.
- Ensure correspondence with guests pre and post stay meet established guidelines
- Ensuring coverage in the lobby meeting and greeting guests
- Activate different Guest Relations programs including and not limited to VIP amenity, retails etc.
- Provide seamless arrival/departure experience for VIPs starting with pre-arrival emails, room inspection, curbside meet and greet, personalized itinerary and amenity programs, reviewing bill prior to departure, to meet upon departure, etc
- Review arrivals, departures and in house guests to ensure proper handling of VIPS and their preferences and be able to discuss in daily and weekly meetings.
- Communicates and liaise closely with Reservations, Front Office, Concierge, In Room Dining, Housekeeping and various other departments to ensure follow up on any special requests, guest requests (to include amenities, room set ups, preregistration etc.)
- Lead Guest Experience Meetings, maintains Guest Experience database and preferred vendor list, generate action plans to provide world-class one of a kind experiences of guest.
- Build a Guest Experience team that extends into other Rooms departments, Food & Beverage, working with and guiding Guest Recognition Specialist and Executive liaison, etc.
