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Director of Guest Experience

3 months ago

Marquette, United States Base Hospitality Group Full time
Job DescriptionJob Description

JOB DESCRIPTION

The Director of Guest Experience is accountable for all aspects of the guest experience, ranging from first impressions of the hotels’ online presence to the hotels’ responses to post-stay online surveys and everything in between. The DGE is responsible for making everyone's stay at Base properties as remarkable as can be. This includes the check in, stay, and check out experience, the hotel’s aesthetic appearance, and the amenities guests use and touch throughout their stay.

The Director of Guest Experience is also responsible for contributing to the plan for the ongoing improvement of the property’s physical appearance.

The DGE must work collaboratively and cooperatively with the Director of Operations, Director of Design and Development, and Base senior leadership.

Essential Functions

× Responsible for Front Desk staff (with particular emphasis on guest service and sales practices) training and service.

× Support group sales effort and oversee coordination with appropriate department heads for catering, meeting spaces, etc.

× Learn rate management strategies and pricing.

× Oversee Base’s Central Reservation System

× Begin developing relationships with key business clients and contacts.

× Oversee Base’s rental and experience program of pontoons, kayaks, bikes etc.

× Utilize tools and human resources available to him or her to ensure front desk and central reservations are following best practices

× Ensure guest-facing staff (front desk and restaurant/bar) are providing high standards of comfort, service, and quality exist for our guest.

× All personnel issues handled efficiently and in accordance with the employee handbook.

× Maintain positive guest relations and present an image through our employees which reflect Base’s company ethos.

× Operate the front desk and restaurant/bar FOH according to the annual budget.

× Ensure all policies, procedures, federal, state and local laws are adhered to by all employees, in regard to personnel and guest relations.

× Communicate Base’s company plans, strategy, and ethos consistently and effectively to managers, supervisors, and staff.

× Motivate, empower, and support property teams

× Create a culture of outstanding service

× Handle problems that arise.

× Eliminate drama

× Develop staff members’ skills and help them achieve their goals for growth

× Ensure departments’ adherence to budgets, schedules, and operations manuals

Qualification Standards

· Ability to work well in stressful situations, remaining calm and demonstrating good judgment and self-control in emergency and difficult situations.

· Ability to delegate, give direction and set priorities.

· Dependable; reliable; able to handle any situation that presents itself.

· Ability for strong organizational skills and excellent verbal communication.

· Ability to use tact and diplomacy to resolve conflict.

Reporting
The Director of Guest Experience reports to Base Senior Leadership.

The Director of Guest Experience’s direct reports are:

- Central Reservations Team

- Assistant General Managers

- Front Desk Managers/Supervisors

- Guest Experience Specialists