Charles Hotel In Harvard Square - Guest Loyalty Manager

Charles Hotel In Harvard Square - Guest Loyalty Manager Address Bennett Street, Cambridge, MA, 02138, US Compensation $70,000.00/year

Description

The Guest Loyalty Manager is responsible for on-property management of Aimbridge Hospitality's and/or Hotel brand frequent guest program, including the coordinate of all departments involved in the service of Member/VIP guests. He/she will be responsible for updating the guest information database, training front office associates, managing local inventory of program collateral, and providing every VIP guest with a personalized and memorable stay.

Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates, overtime does apply and is calculated accordingly.

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Previous supervisory experience required.
• Must be proficient with Windows operating systems
• Internal candidates must have a minimum of an above average score on most recent performance appraisal.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must routinely meet deadlines.
• Must be able to multi task.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

• Approaches all encounters with guests and associates in an attentive, friendly, courteous and service-oriented manner.
• Maintains the guest profile information system, updating it as necessary to reflect current preferences (i.e. newspapers, smoke sensitivity, dining reservations, cultural interests, etc.). Ensure preferences are communicated to central database as necessary.
• Prior to the arrival of all members/VIP's confirms reservations, transportation needs, room type, requests/amenities and social reservations.
• On the day that members/VIP's arrive determines that everything is ready for them including: reservation information, transportation, key packets, room accommodations, welcome note, amenities, and special requests.
• Assists all departments with the implementation and maintenance of the standard frequent guest program, including conducting training sessions as necessary.
• Produces welcome letter/packet of member/VIP arrivals.
• Attends and provides input at the PM rooms meeting (Daily Line Up) for all GSA's, supervisors, bell staff, and door staff.
• Works with the HR to coordinate the delivery of all customer service training programs to all front desk associates.
• Greets arriving guests and assist members/VIP's with check-in.
• Meets with Manager on Duty (MOD) to review arrival/evening business; associate may even act as MOD at respective property.
• Calls all members/VIP's departing the following day to offer assistance with departure arrangements; follow up with transportation requests.
• Develops rapport with return guests while maintaining a professional attitude and image.
• Meets with PM supervisor/MOD to review remaining member/VIP arrivals.
• Ensures guest privacy and security by correctly following Aimbridge Hospitality SOP's.
• Maintains a presence in the lobby during peak check-in and/or check-out times to assist with guest requests.
• Operates radios and pagers efficiently and professionally when communicating with other departments.
• Maintains a professional working relationship and promote open lines of communication with other managers, associates, and departments.
• Ensures implementation of all Aimbridge Hospitality policies and procedures.
• Works with the Property…