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Guest Experience Manager

2 months ago

Nashville, United States Hyatt Hotels Corp. Full time

Come join our Hyatt family We are searching for someone like you who enjoys taking care of people We provide on-the-job training and enjoy watching our Colleagues grow with us. We offer great benefits including but not limited to Medical, Dental, Vision, 401k, Life Insurance, Short-Term Disability, Long-Term Disability, EAP, Tuition Reimbursement & Awesome Travel Perks

Greet VIP guests as they arrive at and depart from the property. Responsible for attending to immediate needs of each guest upon arrival and throughout their stay. Ensures that rooms are prepared according to standard and ready for guest based on eta. Thorough knowledge of all hotel services and the community. Ensures that all VIP rooms are blocked 2 days prior to arrival. Works in coordination with the F&B team to ensure that amenities are placed in room prior to guest arrival.

Job functions to include but not limited to:

* Reach out to VIP's at a minimum of 7 days out to anticipate guest needs, ensuring proper blocking of room and internal communications
* Work closely with internal Sales Managers, VIP travel managers/assistants to coordinate needs of arrival, hotel stay and departure
* Work in tangent with Concierge team to ensure guests needs are satisfied during entire stay.
* Assist VIP Guests with any needs during their stay, including dinner reservations, tours/transportation and any other special requests.
* Attend daily leadership briefing to review the VIP arrivals for the day highlighting key arrivals and departures.
* Provide final room inspection on arriving and in-house VIP's
* Participate in Site Visits
* Partner with the Culinary team for the preparation of thoughtful VIP amenities
* Be present for VIP arrivals and departures and ensure that the team is prepared and anticipating the days VIP's movement
* Update VIP guest profiles in Opera with guest preferences to maintain guests likes and dislikes in order to customize the guest future stays
* Acts as a presence in the lobby welcoming guests during key hours
* Genuine immersion in local culture/happenings
* Utilize preferred mode of communication to seek feedback about stay and facilitate departure
* Offer help or suggestions for post-stay travel
* Respond to guest surveys in a timely manner
* Minimum of two years supervisory experience in a high-volume setting preferred
* Previous hospitality experience in a Four Diamond quality organization preferred
* Previous experience with Windows, Office, and property management systems highly desirable
* Must be able to understand, speak, read, and write in the basic English language
* Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
* Demonstrate ability to compute basic arithmetic
* Must be available to work varied shifts and flexible schedules

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