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Guest Experience Manager

4 months ago

New York, United States The Roxy Hotel Full time

***
The Guest Experience Manager at The Roxy Hotel is a high energy, hospitality professional experienced with taking care of hotel guests and VIPs. Working hand in hand with the reception team, Sales and Food & Beverage to curate exceptional guest experiences. In addition to working with Security, Housekeeping and Engineering to make sure all details are addressed pre-check-in and guest rooms are serviced to expectation during their time with us. The GEM looks for ways to improve guest service, manages all current service efforts to ensure we are proactively setting our team up for success. This individual has previous involvement in hotel operations, managing multiple projects, acute attention to detail is an effective communicator and has an innate ability to handle guest concerns quickly and successfully. The GEM is able to prioritize tasks and manage time to ensure the day is set up and there is time to spend in the lobby greeting and meeting guests. Prior comparable NYC Hotel Front Desk experience a must

**ROLE RESPONSIBILITIES**
- Forge relationships with guests to build loyalty by executing an experience that exceeds their expectations
- Makes and confirms hotel reservations and send amenities when needed for VIPs
- Setting up VIP and Guest arrivals, including but not limited to sourcing amenities, bulletins and blocking per preference
- Welcoming Guests: presence in lobby, greeting and checking in VIPs
- Inspect VIP guest rooms, Special Event set-ups and spaces
- Source & set up special amenities
- Support guest needs throughout all Departments, ensure communication is set to succeed
- Manage Guest Experience Survey platform, guest feedback and all review sites
- Check-in on guests during their stay and pre-departure, facilitate service needs
- Employ service recovery to build guest retention
- Grow repeat guest % with team, incentivize and inspire great guest reviews on all platforms
- Review quality of guest profile information in Opera, Revinate and Alice to seek improvement
- Be onsite for VIP arrivals when required and be available for hotel guests as required

**QUALIFICATIONS**
- Identify and assess future and current training needs across departments
- Develop training schedules with new hires and current team members
- Experience in managing training budgets
- A proven track record of training program development and management
- Maintains the confidentiality of sensitive guest and hotel information
- Must possess solid guest service, communication and presentation skills
- Maintain a keen understanding of training trends, industry best practices and developments
- Optimizing training processes for efficiency
- Proven work experience in front of house and back of house day-to-day hotel operations
- Assist with amenities, all special requests, reconfirm details
- Experience in monitoring review sites ensuring to respond to comments and queries in a timely manner
- Ability to share the feedback and online reviews with appropriate departments coaching when necessary

**ABILITY TO**
- Communicate with excellent written and oral communication skills
- Work well with all levels of internal management and team as well as outside clients
- Must possess solid guest service, communication and presentation skills

**WORK ENVIRONMENT**
- Front of house and back of house areas
- Guest rooms and guest floors
- Off-site requests if needed
- Standing or sitting for prolonged periods of time
- Under variable temperature conditions
- Under variable noise levels

In return, we offer:
401k plan (With matching after 1 year)
Health insurance (medical, vision, dental, life and even IVF services included)

EEO/AA including Vets and Disabled

Pay: From $70,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

**Experience**:

- Hotel management: 1 year (preferred)
- Hospitality: 1 year (preferred)

Work Location: In person