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Manager - Guest Experience

4 months ago

New York, United States Hard Rock International (USA), Inc. Full time

Overview:
The Guest Experience Manager will manage and analyze Guest Satisfaction, trends, Medallia, Trip Advisor, HRI Mystery Shops, Standard Tests in Ops Departments (Both Rooms and F&B) and overall hospitality. Primary goal is to achieve customer satisfaction 100% of the time. Position is responsible for managing Guest Relations. Recommends and implements services and procedural changes. Requires complete knowledge of Front Office, MOD and F&B procedures.

**Responsibilities**:

- Respond to all guest reviews whether positive or negative in Medallia, Trip Advisor and any relevant portal as needed. Reach out to certain guests to encourage them to write a review on their stay feedback.
- Provide information from Medallia, Trip Advisor and other guest feedback to their respective departments to help ensure optimum guest satisfaction through appropriate action to trends.
- Provide tracking of guest issues and repeated patterns. Review trends with Director of Rooms & Director of F&B and Executive Committee. Recommend and implement procedure changes.
- Perform Standard Tests in both Front Office and F&B outlets to adhere to HRI standards as well as Forbes and any other relevant industry standards.
- Service each guest comment/complaint according to procedure. Resolve customer issues or complaints and anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and Quality.
- Execute, and follow up on all guest pre-arrival of VIP guests. Ensure F&B amenities, HSK amenities and any other preferences are correctly traced. Communicate with IRD staff to ensure all items are accurate prior to sending items up.
- Develop, empower, coach and counsel. Resolve problems; provide open communications and recommend discipline and termination, as appropriate.
- Manage daily operations of Guest Relations to comply with LSOPs, SOPs, and safety regulations and to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
- Escort and service VIP guests from HRI, Ownership and as requested by senior management. Assist Sales Staff with site visits and servicing VIPs and meeting planners as needed.
- Coordinate and manage activities and foster good relations with guests in the public areas and assure proper cleanliness and operations in all areas.
- Be readily accessible to guests in lobby for any/all requests and concerns.
- This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications:
EXPERIENCE, EDUCATION, AND CERTIFICATIONS
- 4 year college degree or equivalent education/experience.
- 2-3+ full years of full employment in a related position with HRI or other Hotel Companies.
- Represent the hotel in local community service organizations.
- Perform special projects and other responsibilities as assigned. Participate in task force and committees as requested.

SKILLS
- Through knowledge of hotel services and guest relations profession. Requires knowledge of discipline-specific HRI/hotel policies, procedures and services and general knowledge of other departments in the hotel and the ability to determine course of action based on these guidelines and policies.
- Supervision/management skills.
- Ability to achieve positive guest relations and maximize guest satisfaction.
- Oral and written English communication skills; second language is desirable.
- Ability to handle cash credit transactions.
- Ability to enforce all company rules and SOPs.

PHYSICAL DEMANDS
- Ability to move throughout the business (standing, walking, kneeling, and bending) for extended periods of time.
- Ability to climb stairs
- Ability to make repeating movements of the arms, hands, and wrists.
- Ability to express or exchange ideas verbally and perceive sound by ear.
- Ability to obtain impressions through the eyes.
- Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
- Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
- Ability to turn or twist body parts in a circular motion.
- Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
- Ability to operate potentially hazardous equipment.
- Ability to Drive vehicles to shuttle guests, personal vehicles to seminars, purchase emergency equipment and court hearings.

Additional Details:

- Deep understanding of lifestyle hotels.
- Self-starter with an entrepreneurial spirit and strong organizational skills
- Ability to work evenings, weekends, holidays, special events. Forty to fifty hours over a five-day period. Scheduled days may vary based on need
- For this New York, New York United States-based position, the expected annual base salary is $72000-$75000
- #indeedNY