Guest Service Manager

1 month ago

New York, United States Arlo Williamsburg Full time
Job DescriptionJob Description

SUMMARY DESCRIPTION

 Are you someone who is passionate about people, driven by purpose, and clever in your approach? If so, keep on reading Here at Arlo we strive to create a sense of awe that leaves those we touch wanting more”….. The Guest Experience Manager plays a pivotal role in shaping the guest experience at Arlo, focusing on creating memorable and personalized experiences for guests while ensuring high levels of satisfaction and engagement. This role requires a passion for hospitality, strong communication and organizational skills, and a commitment to delivering exceptional guest experiences.

RESPONSIBILITIES AND AUTHORITIES

• VIP Room Assignments & Inspections: Oversee VIP room assignments and inspections to ensure exceptional guest experiences. o Coordinate VIP room assignments based on guest preferences and availability, ensuring VIPs receive the best rooms and views.

         o Conduct regular inspections of VIP rooms to ensure they meet the highest standards of cleanliness, maintenance, and guest readiness. o Work closely with the housekeeping team to prioritize VIP room cleaning and preparation, ensuring quick turnaround times.

• Localized VIP Program: Develop and manage a localized VIP program, including connecting with local restaurants, attractions, and partners to offer unique experiences to guests.

        o Collaborate with the Concierge team to curate personalized experiences for VIPs, such as private tours, special dining experiences, and access to exclusive events.

        o Coordinate the delivery of special amenities and services to VIP guests, such as welcome gifts, personalized notes, and special room setups ensuring a memorable and personalized stay.

• Property Activation Calendar: Create and manage a property activation calendar aligned with the hotel’s brand for the year, enhancing guest stays with diverse events and experiences that appeal to guests interests and preferences. o Collaborate with the F&B, Marketing, and Operations team to promote events and drive guest engagement, utilizing channels such as social media, email marketing, and in-room promotions. 261 5th Avenue New York N.Y. 10016

         o Evaluate the success of events and activation through guest feedback and metrics, adjusting the calendar as needed to enhance guest satisfaction and drive revenue.

 • Guest Satisfaction Management: Assist in managing guest satisfaction through tools such as Medallia, Whistle, Cendyn, etc., ensuring prompt addressing of feedback for continuous improvement.   

         o Work closely with the Director of Front Office and Director of Operations to implement strategies and initiatives to improve guest satisfaction scores and enhance the overall guest experience.

         o Provide regular reports and updates on guest satisfaction metrics and initiatives, highlighting successes and areas for improvement. 

 

SPECIFIC DUTIES 

Amenity Order Requests:

 • Facilitate amenity order requests from guests, ensuring timely delivery and setup of amenities in guest rooms.

• Coordinate with the F&B and Front Desk team to fulfil amenity orders, enhancing accuracy and guest satisfaction.

 • Maintain inventory of amenity items and replenish supplies as needed to meet guest demand.

• Ensure proper charging for amenities, including room service, minibar items, and other guest requests.

 • Process charges accurately and promptly, following hotel policies and procedures.

 • Coordinate the ordering of amenities, ensuring timely delivery and setup in guest rooms.

• Work closely with vendors and suppliers to ensure the quality and availability of amenities. • Set up amenities in guest rooms according to guest preferences and hotel standards.

 Reconciliation of Amenity Commissions and Petty Cash:

 • Reconcile amenity commissions and petty cash in a timely manner, in accordance with the accounting schedule.

• Ensure accuracy in reporting and documentation of all transactions related to amenity orders and charges.

• Collaborate with the Finance team to resolve any discrepancies or issues related to amenity commissions and petty cash. 

Cash Handling:

• Accept advance deposits for guests and posts the advance to guests' accounts. 261 5th Avenue New York N.Y. 10016

• Makes change and balances the personal and/or individual floating bank. 

Local Connections:

• Build and maintain strong relationships with local businesses, attractions, and cultural institutions to enhance the guest experience.

• Organize and facilitate partnerships and collaborations that showcase the best of the local area and provide unique experiences for the guests.

• Stay updated on local events, festivals, and happenings to offer guests recommendations and create tailored experiences.

REQUIREMENTS

• Minimum of Hospitality, Retail or Services related industries experience preferred

• Must be able to stand for periods of time (Up to 6 hours)

• Efficient in Computer and Typing Skills.

• Previous Guest Service Agent or Guest Experience Coordinator preferred 

 

 

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