Guest Experience Leader
3 weeks ago
Resort Operations Management: Join our team at The Hotel at Avalon and Alpharetta as a Guest Experience Leader, offering an estimated salary of $65,000 - $85,000 per year. In this role, you will be responsible for ensuring that guest service standards are met, including implementing company programs, managing operating supplies, and monitoring guest service scores.
Job Responsibilities:
- Ensure efficient guest registration, checkout, and telephone service, while ensuring all brand standards are being applied.
- Implement company and franchise programs.
- Prepare forecasts and reports and assist in the development of the room's budget.
- Monitor and maintain front office systems and equipment to ensure their optimum performance.
- Track guest satisfaction surveys and maximize usage of the guest response tracking system.
- Develop and implement controls for expense management.
- Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members.
- Communicate both verbally and in writing to provide clear direction to staff.
- Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
- Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
Requirements:
- Minimum of 2 years Front Desk experience, preferably in a leadership role.
- High School Diploma or equivalent required, Bachelor's degree preferred.
- Proficient with PMS system.
- Able to handle cash and credit transactions.
- Computer literacy and financial management a must.
- Able to effectively deal with internal and external customers.
- Able to observe and detect signs of emergency situations.
- Able to establish and maintain effective working relationships with associates and customers.
- Able to make sound business decisions and take action quickly based on previous experience and good judgment.
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