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Guest Experience Manager

4 months ago

Hyattsville, United States Vie Management Full time
Job DescriptionJob DescriptionSalary:

Vie Towers is seeking a talented Guest Experience Manager (Assistant Manager) in Hyattsville, MD 


Who we are –

Vie offers an environment where our employee's ideas are not only heard but implemented. We offer a team-based and structured environment; however, employees are expected to be self-disciplined, creative, and entrepreneurial.


We attract and retain the best people by encouraging a culture of diversity and inclusion.  We collectively bring the shared experiences and unique characteristics of our team to identify the best concepts for creating inspired lifestyles.


Who you are –

Audacious, Adventurous, Bold, and Enthusiastic

Health conscious and active

Connected and sociable

Accessible and charitable

Diverse and unique


Must have abilities -

Natural Credibility and Leadership Skills - Diversity of experience through Hospitality, sales, operations, development and Student Housing

Energetic and Supportive – Entrepreneurial spirit; “go-getter”

Ability to Communicate – Open, honest, gives and receives feedback; expresses ideas and thoughts

Empathetic – Kind; treat other fairly

Ability to Make Tough Decisions – Problem solver, provokes thought, and moves quickly towards action


Qualifications –

Minimum 3 years management experience in, Hospitality, Resort or Property Management

Sales and business development experience

Experience with Microsoft Office (word, excel, powerpoint)

Experience with Entrata preferred

Field management, experiential marketing, sales, marketing, business development

Managing integrated marketing campaigns from inception to completion


Un jour dans la vie de (A day in the life of) –

Provide professional upscale guest service experience:

  • Greet and welcome guests in a friendly and courteous manner.
  • Ensure a positive first impression for guests through excellent service.

Manage customer experience staff:

  • Direct the hiring, training, and performance evaluations of customer experience staff.
  • Oversee and guide their daily activities to ensure exceptional guest service.

Maintain and enhance the Resident Perks program:

  • Create, lead, and maintain the Resident Perks program to increase guest loyalty and retention.
  • Continuously evaluate and update the program to meet residents’ needs and preferences.

Develop and implement marketing plans:

  • Create, budget, and organize marketing plans that align with company objectives and enhance resident satisfaction.
  • Incorporate pricing strategies to attract and retain residents.

Plan and execute resident events:

  • Organize and manage various resident events to foster community engagement and enhance resident satisfaction.
  • Coordinate logistics, vendors, and activities for successful event execution.

Engage in community outreach activities:

  • Participate in community outreach initiatives to create brand awareness and promote the apartment community in the marketplace.
  • Collaborate with local organizations, attend events, and build relationships with key stakeholders.

Conduct resident follow-up:

  • Make follow-up calls to residents for maintenance requests, birthdays, move-ins, and addressing any resident concerns.
  • Ensure timely and effective resolution of resident issues.

Perform customer service walks and calls:

  • Conduct regular customer service walks to evaluate the property's appearance, cleanliness, and maintenance.
  • Make customer service calls to assess resident satisfaction and address any concerns or needs.

Manage guest lifecycle:

  • Oversee various stages of the guest lifecycle, including roommate matching, new move-in orientation, move-in process, renewal interactions, and move-out process.
  • Ensure a smooth and positive experience for guests throughout their stay.

Assist General Manager (GM) with property management tasks:

  • Support the GM by assisting with property walks and inspections, especially during the GM's absence.
  • Provide updates and recommendations for property improvement and maintenance.

Handle incoming phone calls and data entry:

  • Answer all incoming phone calls in a professional manner and direct them to the appropriate department or staff member.
  • Perform accurate and timely data entry of resident information using Entrata or relevant systems.

Collaborate with the Marketing Department:

  • Work closely with the Marketing Department to gather social media content related to the apartment community.
  • Provide input and support marketing initiatives to enhance brand visibility and resident engagement.

Evaluate and respond to guest feedback:

  • Regularly review guest feedback and take appropriate actions to address concerns and improve guest satisfaction.
  • Demonstrate a proactive approach to resolving service problems and creating memorable guest experiences.

Maintain excellent communication:

  • Foster regular and seamless communication with guests by being approachable, detail-oriented, results-driven, and gracious.
  • Ensure effective communication between all departments that impacts the guest's experience.

Ensure property maintenance and compliance:

  • Regularly inspect and maintain the model apartment home(s) to ensure they are consistently in outstanding condition.
  • Stay updated on apartment terminology, community policies, rules, and regulations to provide accurate information to guests.

Leasing and renewal processes:

  • Gain a thorough understanding and manage the renewal process for all guests.
  • Assist prospective residents with inquiries, For Show, and lease agreements when necessary.
  • Maintain Renewal Log

Maintain confidentiality and adhere to fair housing laws:

  • Respect the boundaries of confidentiality regarding resident information and uphold fair housing laws in all interactions and decisions.

Manage property operations in GM's absence:

  • Take on responsibilities for managing property operations when the General Manager is out of the office.
  • Provide direct oversight and support to on-site team members to ensure smooth operations.