Guest Services Director

8 hours ago


Scottsdale, Arizona, United States HYATT Hotels Full time
Job Description

As a Guest Experience Supervisor, you will be responsible for overseeing and enhancing the overall guest experience at the hotel as well as our Grand Club. This person will be the primary point-of-contact for VIP guests, ensuring their needs are met and expectations are exceeded. The Guest Experience Supervisor will collaborate with various departments to coordinate and deliver exceptional service, resolve guest-related concerns, and implement strategies to continuously improve guest satisfaction.

This person will report directly to the Front Office Manager and may assist with training. Responsibilities may include sending pre-arrival emails to VIPS, coordinating special arrangements to ensure a personalized experience, engaging in proactive and personalized communication & assistance with guests, addressing guest inquiries, requests, and complaints, reviewing GEM notes and profiles for VIP reservations, analyzing Medallia metrics, performing meet-and-greets at check-in and/or check-out, ensuring breakfast and evening service is up to Grand Standards, processing stock orders, organizing activations for the Grand Club, and monitoring Grand Club daily passes and liaising with Front Desk.



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