Guest Experience Manager

About Us:

At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company

Location Description:

Lake Arrowhead Resort and Spa is nestled high atop the majestic San Bernardino Mountains at an elevation of 5,174. This Resort is surrounded by an ocean of Ponderosa Pines and gives guests exclusive access to Lake Arrowhead, a reservoir with a surface area of 780 acres. Lake Arrowhead is the perfect location for outdoor adventure enthusiasts and offers a variety of summertime and wintertime activities including hiking, mountain biking, fishing, kayaking, water skiing, snowboarding, snowshoeing, ziplining, and more. The resort includes a Bar & Restaurant, Spa & Wellness Center, Outdoor Pool & Lake Beach as well as over 23,000 sq. ft of meeting and events space.

Overview:

Basic Function

The Guest Experience Manager is responsible for the overall hotel guest experience by acting as an ambassador to the hotel. This Guest Experience Manager will create a persistent focus on the guest and synergize all departments to drive optimal guest experience. This position is also responsible for directing employees and resources to ensure guests have a positive and enjoyable hotel experience. The Guest Experience Manager is a strategic partner to all operating department leadership to create department standards and guides a unified approach to guest service to include measurement of overall guest sentiment.

Essential Functions

• Oversees guest experience and provides strategic direction to operating departments for training on guest service. Responsible for identifying areas of opportunity to elevate our guest journey and suggest solutions
• Observe our guests' experience/journey throughout their stay and collaborate with managers on delivering feedback and improvement actions.
• Measure, analyze, and report on guest service satisfaction performance metrics such as the post-stay survey, guest experience feedback channels, TripAdvisor, Yelp, Social Media platforms, and internal inspections.
• Work closely with Sales & Marketing Department on reputation management and response verbiage for guest feedback on online sites such as TripAdvisor, Yelp, Social Media platforms, etc.
• Partner with operating departments, regularly reviewing, and analyzing their guest service data to generate action plans to address service deficiencies and goals.
• Collaborate with departments to monitor the progress of their guest service action plans and assist in-service training as needed.
• Negotiate contracts for entertainers, plan and oversee event operations and staff, create, and manage a budget for each event and ensure a positive guest experience. Responsibilities revolve around creating memorable guest experiences.
• Respond to guest questions, comments, issues, and inquiries about the property in a professional and timely manner, achieving positive resolutions.
• Develop, implement, and monitor schedules for the operation of all outlets to achieve a profitable result.
• Regularly review and evaluate the degree of customer acceptance of the individual outlets, to recommend new operating and marketing policies whenever declining or constant sales imply dissatisfaction by the customers, a material change in the make-up or the customer market, or a change in the competitive environment.
• Continuously evaluate the performance and encourage improvement of the staff in the Spa and Recreation departments. Plan and administer a training and development program within the department which will provide well trained employees at all levels and permit advancement for those employees qualified and interested in career development.
• Guest Satisfaction Direct and ensure Spa and Recreation service standards and procedures are followed. Direct department staff schedules to ensure adequate coverage while managing the department budget. Ensure timely response to guest needs. Resolve guest complaints as appropriate to maintain guest satisfaction. Regularly review service scores to identify areas needing improvement and implement appropriate changes. Ensure the staff regularly adheres to all guest service basics such as uniforms, name tags and proper guest greeting.
• Sales/Profitability Develop, recommend, implement, and manage the Spa | Recreation annual budget, and objectives to meet/exceed expectations. In conjunction with Sales, market Spa | Recreation to meet/exceed sales and financial objectives. Investigate new and improved spa services, activities, and methods. Develop and direct implementation of package deals, promotions, displays, decorations, and presentations to capture more guests and a larger share of the local market. Ensure Spa | Recreation costs are within budgeted guidelines. Review vendors and products to ensure procurement of top-quality products at minimum prices. If necessary, develop action steps to correct any expense problems. Submit recommendations for changes and improvements to the General Manager.
• Leadership Direct all facets of Guest Engagement, up to and including Spa | Recreation. Keep abreast of brand standards and the competition's products and strengths to continually improve revenues and profit margins while maintaining quality in Spa and Recreation. Use business/management knowledge, applications in the industry, and experiences to provide leadership, both internally and externally. Be a coach with a positive attitude daily. Implement, manage, and comply with Company policies, practices and programs. Ensure compliance with brand standards and local, state, and national regulations. Ensure optimal levels of quality service and hospitality are provided to guests. Regular and timely attendance with high standards of personal behavior, appearance and grooming including wearing the proper nametag when working.
• Communication Ensure all communication containing Company, hotel, brand, and guest information is consistent with privacy policies, practices and regulations. Maintain a consistent professional and positive attitude when communicating with guests and associates. Maintain effective two-way communications that crosses departmental lines. Approach all encounters and actions with guests and associates in a friendly, service-oriented manner. Conduct regularly scheduled meetings with staff to provide organizational information and educate associates on changes and activities. Communicate activities and plans with peers and superiors to obtain appropriate consultation, guidance, and approval.

Qualifications:

• High school diploma or equivalent.
• Bachelors degree, preferred, or equivalent experience.
• Minimum of 5 years customer service experience in the hospitality industry or any other experience in a customer facing leadership position.
• Leadership ability and behavior consistent with our core values and Be The Difference attitude.
• Ability to break down barriers, make quick decisions in high stress situations, and resolve potential conflicts swiftly and effortlessly.
• Ability to create standard operating procedures and policies to train employees when interacting with guests and handling issues.
• Ability to change direction and work on multiple project aspects at once.
• Excellent customer service skills.
• Creativity and innovation are essential.
• Pleasant and positive personality.
• Enthusiastic, passionate, able to enthuse and motivate others.
• Ability to think freely and approach all issues with a completely fresh approach.
• Ability to anticipate needs and over deliver wherever possible.
• Excellent interpersonal and outstanding communication and presentation skills.
• Well organized.
• Strong computer skills (MS Suite, POS, PMS, HRIS, Scheduling).
• Must be able to review, comprehend, and respond to all necessary requests and documentation.
• Ability to operate and thrive in a working environment that is subject to varying levels of crowds, noise, vibrations, scents, and personalities.

Compensation Range:
The compensation for this position is $67,300.00/Yr. - $80,000.00/Yr. based on qualifications and experience.

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