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Guest Experience Manager

4 months ago

Washington, United States Churchill Living Full time
ROLE AND RESPONSIBILITIES
•Meet and greet guests
•Oversee Revel Inventory
•Manage and develop client referrals, walk-ins, and tours
•Respond to guest requests professionally and in a timely manner
•Responsible for responding to client surveys
•Manage housekeeping staff and quality of cleanings
•Conduct pre-move in calls to clients checking into the property
•Monitor the quality and condition of the apartments & buildings
•Maintain building relationships
•Manage quality of inspections, warehouse exchanges, and cleanings at the property
•Assist with ensuring household inventory and storage is organized and stocked
•Communicate with property management for timely maintenance and repairs
•Process customer service Inquires and additional requests
•Manage guests' arrival and check out process
•Process guests move-in instructions and orientation process
•Troubleshoot and process customer service requests
•As needed process after-hours emergencies, including those from call center and ER coverage
•Perform apartment inspection, following company process
•Perform apartment light maintenance as needed
•Perform and follow process of apartment key, parking, and access device control
•Ensure residents are following property rules
•Provide coverage for team members as needed
•In Churchill managed buildings, ensure public areas are clean and presentable for guests.
•Ensure offices are kept clean and organized.
•When scheduled, provide support at other local offices or buildings within in the market.
•Assist with cable repair appointments as scheduled.
•Assist guests with storing their luggage as well as delivering to a unit upon request.
•Assist with additional customer service and building operation tasks as they arise.

Hours/Days: Rotating Schedule 5 days a week off 2 days during the week 8:00am to 5:30pm. Additional hours as needed. Weekends, legal and company holidays

*After hours emergency on call: Must be available to physically assist guest if necessary.