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Guest Recognition Manager

3 months ago

Orlando, United States Lake Nona Wave Hotel Full time

Overview:

In this role you are responsible to directly manage the Guests Recognition department by providing supervision, training, scheduling, and evaluating team member performance, ensuring that all procedures are performed to hotel standards. Focus on pre-arrival coordination with all guests and VIPs. Secondarily, work closely with the hotels Front Office team and valet services to ensure an efficient operation that provides service at a high level. Elevate departments in all aspects of service as part of ongoing goal to exceed guest service standards. Where necessary, performs the daily responsibilities of the department.

Responsibilities:
  • Implement and upkeep pre-arrival coordination for all guests with special accommodation for VIPs, including, ownership group, asset management, Leisure Sales, and Sales.
  • Identify appropriate system, roll-out and maintain CRM for guest preferences. Develop system to contact guests prior to arrival, collect preferences, arrange for dining and experiences, VIP arrival, connecting throughout visit, communicating with all hotel employees, recognizing guests at every connection, and following up with guests after their stay.
  • Build the Guest Recognition team comprised of two Guest Experience Ambassadors.
  • Utilize the hotels existing software platform Alice for preferences, itineraries, and information about VIP guests.
  • Personalize guests stays with surprise and delights that resonate with guests to create loyal return guests.
  • Roll-out program throughout the restaurant, bars, and events team to improve preferences and information for dining guests and community locals.
  • Implement guest preference system to collect and respond to guest preferences.
  • Utilize the freedom to go beyond to become an expert in the local community and confidently connects guests to unforgettable experiences.
  • Create customized itineraries.
  • Coordinate and book reservations/appointments as requested by guests to include, but not limited to dining, Chopra Spa, and other community activities.
  • Print reports and traces to ensure a satisfactory guest experience.
  • Ensure proper booking information and VIP status is recorded for each reservation and according to hotel standards.
  • Order amenities for VIP guests who are celebrating special occasions, etc.
  • Create personalized welcome notes.
  • Access all functions of the computer systems: PMS, Alice, OpenTable, Revinate, Unifocus, UKG, and others.
  • Closely monitor Revinate, create tickets for response internally and ensure that follow-up is occurring in a timely manner.
  • Ensure all VIPs are assigned an appropriate and individualized amenity.
  • Facilitate guest requests to send mail, packaging items guest if need be.
  • Focus on creating systems within the valet and welcome desk team for luggage storage, drop procedures, bag pulls and all group requests.
  • Create ability to check-in priority guests at the welcome desk and roll out the elevated offering in all aspects of communication and execution.
  • Attend pre-cons regularly.
  • Assist and support hotel ownership as needed.
  • Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
  • Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, and location.
  • All room rates, special packages, and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations, and times.
  • All hotel and departmental policies and procedures.
  • Ensure that current information on rates, packages and promotions are available at Concierge and that all staff is knowledgeable on such.
  • Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
  • Conduct pre-shift meeting with staff and review all information pertinent to the day's business. Inspect grooming and attire of staff; rectify any deficiencies.
  • Monitor the hotel front entrance and resolve any congested situations.
  • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  • Assist staff with their job functions to ensure optimum service to guests.
  • Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
  • Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
  • Review transportation request forms and chart information on booking calendar. Ensure that all pick-ups have room reservations and that all departures are still in-house; reconfirm departure times with in-house guests.
  • Double-check room inspections for VIP guests.
  • Foster and promote a cooperative working climate, maximizing productivity and employee morale.
  • Prepare and submit daily/weekly payroll records.
  • Assist the front desk and concierge when needed.
  • Consistently recognize and appreciate team members.

SECONDARY JOB FUNCTIONS
Prepare weekly forecast of revenues and labor costs.
Conduct regular departmental meetings.
Attend designated meetings.
Provide guest room tours.
Assist the Director of Rooms with preparation of annual forecasts and rooms budget.
Follow up on assignments given by Director of Rooms.
Act as the manager on duty as required.

  • Perform other duties as assigned.
Qualifications:
  • Bachelors degree in hospitality, business administration, or Hospitality preferred.
  • Five (5) or more years experience as a Guest Services Manager leading a Concierge team in the Hospitality Industry; preferably in a luxury 4 or 5 star/diamond rated hotel or resort.
  • Ability to communicate, both verbally and written in English required.
  • Strong understanding of hotel management best practices and data entry software.
  • Outstanding interpersonal communication and customer service skills.
  • Exceptional leadership abilities with great attention to detail.
  • Ability to multi-task, prioritize, and is organized.
  • Impeccable attention to detail and follow directions thoroughly.
  • Maintains confidentiality of guest information and pertinent hotel data.
  • Thorough knowledge of Forbes hotel service standards.
  • Critical thinking, problem solving, judgement and sound decision-making abilities.
  • Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift at a moments notice while being composed under pressure. Ability to remain calm and professional in frustrating circumstances.
  • Relates to all types of people inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
  • Demonstrated ability to implement and maintain a guest service focused culture consistently.
  • Professional and appropriate business appearance and demeanor aligned with the Lake Nona Wave Hotel brand, culture, and grooming guidelines.
  • CPR certification required.
  • Valid FL driver's license.
  • Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, we are all required to work varying schedules, including holidays and weekends to accommodate the business and demands of the hotel.#lakenonawavehotel