Guest Experience Manager

Charleston's first-ever hotel dedicated to the arts, The Vendue, inspires guests and team members alike with an ever-changing canvas of art for all the senses. Providing the ultimate guest experiences through a culture that values our team members is our number one priority. Time and again we excel in this pursuit as evidenced by our many accolades and awards in the industry. Start a new career journey with creativity, fun, and passion at The Vendue

WHAT WE HAVE TO OFFER

Location:

• Located at 19 Vendue Range, Charleston, SC 29401, The Vendue is in the heart of Charleston's French Quarter and Art District.
• Steps away from Waterfront Park, Charleston City Market, and Rainbow Row, along with other historic attractions, shopping, and dining.

Salary:

• $45,000 annual salary with commission and tips opportunities
• Commission opportunities monthly
• Bonus opportunities annually up to 20%
• Exempt, full-time position

Benefits:

• A culture that values curiosity, boldness, intentionality, and delight
• Opportunities for internal growth and development
• Earned wage access through PayActiv - access your earned wages before payday
• Paid Time Off & Paid Holidays
• Affordable medical, dental, and vision insurance plans
• Company-provided life insurance
• Short & Long Term Disability and Accident and Critical Illness Insurance
• Traditional 401(k) and Roth 401(k) with employer matching of up to 3.5%
• Referral program & Employee Assistance Program & Tuition Reimbursement Program
• Discounts at all Avocet-owned hotels and restaurants

WHO WE ARE LOOKING FOR

Our Guest Experience Managers (aka GEMs) are the consummate hosts, advocates, and managers of the entire guest experience with a 360-degree approach. Beyond the traditional guest service and front desk agent, GEMs are breaking new ground in the hospitality industry. We are looking for a dedicated, professional to join their team - someone with a passion for customer excellence and eager to make each guest feel welcomed and wanted in our home.

PRIMARY DUTIES & RESPONSIBILITIES:

• Welcome guests to The Vendue. Communicate with guests prior to arrival to ascertain their reason for staying with us and to be prepared for any special requests both pre-arrival and during their stay. Ensure their room is ready prior to arrival. Upon arrival welcome guests at their car and into our living room, offering refreshments as you complete any check-in tasks. Provide guests with an orientation of our offered amenities and recommend any local offerings that will complement the reason for their visit.
• Coordinate with Valet/Bell Person to ensure luggage is delivered to room and car is parked.
• Maintain communication with guests throughout their stay both in person and through our app to ensure needs are met (laundry, clean linens, ice, etc.) Take ownership of guests amenity requests by following procedures and working with appropriate staff to create and deliver personalized amenities on time to guests.
• Be knowledgeable of all the artwork and artists exhibited on property and of our relationships with local galleries. Be able to discuss and relay accurate information for artwork in main exhibition spaces including Featured Artist Exhibits and Gallery 26 exhibits. Connect guests with the art department and/or local galleries as needed. Assist with the sale of art as appropriate.
• Make hotel reservations for guests when necessary. Coordinate with guests to make reservations in our restaurant outlets as requested.
• Assist guests with check out when requested.
• Record relevant information in the End Of Shift google doc as it occurs throughout the shift. Keep all guest areas as well as the guest services office clean and organized.
• Perform administrative tasks on a rotating basis with peers to ensure efficient and effective operations and communication among Guest Services and all other departments.
• Be available two nights per week for overnight audit shift and duties including managing all necessary paperwork and end-of-day reports including balancing the cash drawer and drop log receipts, running next-day arrival reports with alerts and notes, and completing end-of-day tasks. Ensure that senior management has complete and up-to-date information regarding guest operations. Proper handling of all third-party reservations and payment methods. Prepare and deliver guest breakfast bags.

Note that this is not an inclusive list and team members are at times asked to assist with other tasks to best serve the business. Other tasks may be assigned by the Guest Services Manager or other managers.

JOB REQUIREMENTS:

Education/Experience:

• A high school diploma or equivalent. An associate's or bachelor's degree in tourism, hospitality, or hotel management is a plus.
• At least one year in a guest-facing role, preferably in the hospitality industry.
• Experience with Opera management software is a plus.
• Food & Beverage and/or Art background a plus.

Skills & Abilities:

• Commitment to guest satisfaction and service excellence. Welcoming and positive attitude to make guests feel at home and relaxed during their stay, actively asking and looking for ways to help guests.
• Critical thinking and adaptability. Self-motivated and able to recognize what needs to be done and take the initiative to do it with minimal supervision. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Team player mentality, looking for ways to help each other. Being aware to read and anticipate people's desires/behavior or reactions. Collaborate and work well with others.
• Accuracy and speed in executing assigned tasks. Detail-oriented with the ability to work under pressure, be calm, and remain organized. Managing one's own time and being aware of the time of others.
• Ability to read, speak and understand English in order to give and follow directions, and procedures, and to communicate with the team and guests (using a translator app if necessary).
• Ability to learn and perform all essential job functions accurately and safely.
• Ability to become TiPS certified within 30 days of employment. Course and certification paid by The Vendue.

WORKING CONDITIONS:

Equipment to Be Used:

• Computer and Ipad using Opera, Micros POS, Hello Shift, Gmail, and Google apps.
• Basic office equipment - copier/scanner/phone system.
• Systems to create keys, allow for guest remote check-in/out, manage guest room television programming, obtain credit card authorization and payment, enhance client relationship management, provide valet parking, and make restaurant reservations.

Physical & Mental Requirements:

• Maintain regular and punctual on-site attendance with the ability to work a flexible schedule which may include days, evenings, weekends, and holidays when business requires
• Must be able to stand, sit and walk for long periods of time.
• Must be able to climb stairs, both indoors and outside.
• Frequently required to use hands and arms to reach and handle. Frequently required to climb, balance, stoop, kneel, and crouch.
• Must be able to push, pull, lift, and carry up to 35 pounds.
• Must be professional in appearance and demeanor.
• Ability to adapt to an ever-changing and sometimes stressful work environment.

Work Environment:

• While primarily an indoor job, one must be able to walk outside in a variety of weather conditions.
• Will work primarily in public areas of the hotel as well as guest rooms and restaurant outlets.
• Must be comfortable working in a shared space, with frequent noise, without the use of a private office.

The working conditions described are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WHO WE ARE

The Vendue is not traditional in its aesthetic, vibe or the way we serve our guests. Neither is this position. We're here to shake things up to bring our guest experience to the next level–with some flair, and a touch of showmanship. You'll have everything you need to shine - great location? Check. An epic rooftop bar? Best in the city 200+ piece curated art collection? Yup, but we don't want to brag. We could go on. But we are missing one thing - YOU. What level of creativity, fun, beauty, and inspiration can you bring to the team? Can you match our moxie? We'd love to find out. To learn more, visit

Up top is where it's at The Rooftop, a legend unto itself, Charleston's original rooftop bar. Constantly voted #1, Vendue's lively rooftop boasts views for miles – harbor or city skyline. Pick your pleasure. With tasty food and pulse-pounding drinks to help fuel our guests' merry-making, this is where it's at. Every guest should leave thinking, "damn, that was good fun." - and you can be part of the team that makes it happen

Modern cuisine with Southern flair… Tastefully creative... Revival tastefully merges traditional local heirloom ingredients with modern concepts and delicious execution. A true fusion of old school and new school. Working with local farmers to "revive" seasonal, indigenous ingredients has injected a unique spin on our menu and is a nod to our fair city.

EOE/DFWP