Guest Experience Manager

3 weeks ago

Fort Lauderdale, United States Pier Sixty Six Full time

Overview:
South Florida’s beacon of hospitality, Pier Sixty-Six Resort is returning to Fort Lauderdale with an opening date of October 2024. From the famed superyacht marina to the iconic spires of the rotating Pier-Top lounge, a new world of elevated experiences is set to unfold around it. The lush 32-acre waterfront enclave will be home to the extraordinary luxury resort hosting 325 guest rooms, suites and villas, plus an exclusive collection of 91 Private Resort Residences, 12 restaurants and lounges, a luxurious spa, curated pool options and a waterfront promenade with retail and dining. Every space is impeccably designed to both inspire and relax. All met with exceptional service and refined touches that result in truly extraordinary experiences. The Resort will assemble over 600 diverse and talented Team Members to bring Pier Sixty-Six to life and create a new legacy by providing memorable experiences and stellar service to our guests and residents. We aspire to create a caring culture for our team, with state-of-the-art facilities, a first-class employee dining room and most importantly a focus on you as an individual, including your welfare and wellbeing. Pier Sixty-Six invites dedicated, energetic and polished hospitality enthusiasts eager for growth and stardom to join our team, and enjoy highly competitive wages, comprehensive benefits and a culture that honors and respects you.

We currently have an opportunity for a well-rounded and seasoned **Guest Experience Manager** to join our Pier Sixty-Six Resort opening team

Reporting to the Director of Rooms, the Guest Experience Manager will ensure a seamless guest experience by involving all departments within the hotel. This role requires an experienced individual to implement strategies to elevate the guest experience in accordance with Pier Sixty-Six standards, AAA and Forbes Travel Guide Standards.

**Responsibilities**:

- Coordinates correspondence with guests pre and post-stay: accommodates special requests whenever possible and assists in all inquiries related to hotel services, hours of operation, key hotel personnel, in-house events, directions, etc. Responds to guests' requests in an accurate and timely manner.
- Develop and maintain relationships with VIP guests, recognizing their preferences and ensuring extra attention and special treatment for this group of guests. Conduct proper arrival meet-and-greets and maintain communication throughout the stay.
- Inspect VIP rooms before arrival to ensure essentials are delivered
- Coordinate special amenities based on guest preferences.
- Takes personal responsibility for correcting service problems from all areas of the resort, and creating memorable guest experiences with the highest level of hospitality and professionalism. Responds to guests' needs and anticipates their unstated ones.
- Updates guest history remarks for any guest complaint or comments to ensure delighted service presentation upon next arrival.
- Create, lead, and maintain the VIP and amenity program to increase guest loyalty and retention.
- Analyze, evaluate, and respond to all guest feedback.
- Monitors and updates guest history database. Ensures guest preferences are collected and action upon in order to delight our guests.
- Ensures guest recognition program is maintained.
- Supervises and guides the Chief Concierge to ensure that hotel policies and procedures are adhered to.
- Meet, greet and escort VIP guests to their rooms.
- Performs check-ins and checkouts; confirm that all SOPs are being followed properly. Perform additional Front Desk tasks as needed.

Qualifications:

- 3 years of experience in a related position within luxury hospitality brands
- Must be highly organized, efficient, and detail-oriented.
- Strong written and verbal communication skills.
- Must have excellent interpersonal/relationship-building skills.
- Ability to cope effectively with change, comfortably handle risk and uncertainty, and shift gears at a moment’s notice while remaining composed under pressure. Do not show frustration when dealing with upset guests or team members.
- Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends, to accommodate the business and property's demands.

As a valued member of the CoralTree team, you'll receive a comprehensive benefits package that includes:

- Group medical, dental, vision, life, and disability benefits
- Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement
- An employee assistance program
- Paid time off/sick time
- Participation in a 401(k) plan with a company match
- Complimentary team member meals
- Complimentary room nights at CoralTree Hospitality managed properties

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality.

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