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Guest Experience Specialist

3 months ago

Temecula, United States Windsor Hospitality Full time

Job Details

Description

POSITION PURPOSE

The Guest Experience Specialist (GES) serves as a specialized customer service representative and act as liaison between clients/vendors and all operating departments to ensure a high standard of organization and guest service throughout all areas. The GES role goes beyond traditional front desk responsibilities and requires a "guest-first" mindset to take ownership of the guest experience throughout their stay.

POSITION SUMMARY

The GES is responsible for assisting with the fielding and fulfilling of personal and professional requests from guests, including dining, entertainment and travel arrangements, information about local attractions, special event and functions and providing information about the hotel’s services, facilities, and amenities in addition to managing suite packages. They must be able to speak clearly, communicate with all types of people, including VIPs, dignitaries, and celebrities. The GES must maintain a professional appearance and friendly attitude toward guests, other employees and staff and always conduct themselves in a professional manner to reflect the high standards of the company. Review all materials concerning arrival schedules for suite packages, VIPs and dignitaries, daily events, and function sheets. Welcome hotel guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established policies and procedures. Be familiar with and accurately quote room and rate availability for current and future dates. Project an image of friendliness, professionalism, and willingness to provide personalized services to guests. Properly handle room keys according to department policies and procedures Ensure all appropriate departments are informed of guests’ special needs and requests. Assist in escorting VIPs and return guests to their rooms as requested. Follow all procedures when responding to any hotel emergency or safety situation.

MINIMUM QUALIFICATION/OTHER EXPECTATION

Excellent overall computer skills with knowledge of PMS (OnQ) & POS systems (Agilysys), excel and PowerPoint. Ability to communicate effectively. Proficiency in a second language preferred. Previous customer service experience preferred. Strong attention to detail and the ability to handle multiple tasks. Excellent communication and organizational skills. Experience working in an environment providing a high level of customer service to guests of high social standing with discretion and professionalism. Ability to work with management staff and other employees in a professional manner.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the requirements of the hotel. Provides support to the Sales Catering/Convention Services team and Food & Beverage team to ensure effective operation of either department, or any other supportive functions based upon the requirements of the hotel and guest needs and expectations.

QUALIFICATION STANDARDS

Education

High school or equivalent education required. Bachelor’s Degree preferred.

Experience

Prior hospitality and customer service leadership experience preferred.

Licenses or Certificates

Not applicable.