Guest Experience Manager

4 weeks ago

Aspen Colorado, United States Hotel Jerome Full time
Job Description

This key role is instrumental in setting the tone for our guests and our team members to ensure the delivery of an exceptional guest experience.  Will oversee, mentor and lead front office team members through all aspects of the guest journey from pre-arrival to check-out and follow-up.  

Oversees the day-to-day operation and coordination of the Guest Experience, working closely with Concierge, Front Desk, PBX and Guest Services, and is able to offer support to all other departments as needed. Areas of responsibility include coordinating and working with operational departments within the rooms division, focusing on the experiences of our guests.

Responsible for all Guest Experience functions and proper execution: Update guest  profiles, update & complete guest itineraries, assign amenities, prepare personalized welcome letters and envelopes, cross reference guest comments, profile notes, traces & verify room assignments & Notable Guest standards

Enhance the pre-arrival guest interaction by following up with guests via email or phone to complete the pre-arrival process. Double-check the most important details for the guest profile: ETA & ETD, room preference location and view, preference on amenities, snacks and beverages, water etc.,requests for extra toiletries or room amenities, time for housekeeping services

Inspect all Notable Guest rooms and itineraries and ensure the set-up is in accordance to the guest preference or requests, learn guest behavior and record the notes in the guest profile 

Is responsible for proactively enhancing the whole guest experience from post arrival to pre departure and when required

Act as an ambassador of the hotel by providing Guests assistance with reservations, information, amenities, area attractions, spa, and dining bookings, as needed. 

Works as an active member of the leadership team. Creating professional relationships and active involvement with all hotel operations, including but not limited to; daily, and weekly.

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