Guest Experience Manager

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Full Time 30-39 Hour Miami Beach, FL, US

3 days ago Requisition

GUEST EXPERIENCE MANAGER

POSITION PURPOSE

The Guest Experience Manager is responsible for making our guests feel welcome and ensuring their pleasant and comfortable stay at our hotel. Additional responsibilities include greeting guests as they arrive and depart, coordinating their check-ins to assigned rooms and informing them about the hotel’s facilities. You will see that the Front Office and Concierges offer stellar customer service and provide memorable hospitality experiences for our guests.

ESSENTIAL FUNCTIONS

• Provide upscale guest service experiences for clients throughout their stay.
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.
• Communicate to staff all activities, group, and VIP arrivals as well as any special request and frequent guests.
• Coordinate luggage collection and storage.
• Oversee check-in and check-out procedures, including reservations and financial transactions.
• Act as manager on duty for the hotel in the absence of the Director of the Front Office and Assistant Director of the Front Office dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Effectively manage systems OPERA, HOTSOS and Canary.
• Promptly address guests’ requests
• Actively listen to and resolve complaints.
• Ensure special guests, like disabled people, elderly, children, and VIPs, receive personalized services.
• Ensure the hotel maintains the highest standards of service, guest service, cost control and consistency in accordance with the hotel's expectations.
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
• Inform guests of our hotel services, including breakfast and dining options.
• Promote all hotel amenities, conveniences and programs offered.
• Assist the Front Office team to ensure we comply with all standards and operating procedures.
• Report shifts notes to all Front Office, Hotel Management, and Executive Committee members at the end of every shift.
• Liaise with Housekeeping and F&B Staff to provide an overall comfortable guest experience.
• Analyze customer feedback from hotel guestbooks and online reviews and suggest ways to improve Trip Advisor ratings.
• Recommend local tourist spots, including places to dine, shop and sight-see.
• Establish friendly relationships with regular hotel guests and owners.
• Coordinate and oversee Mondrian South Beach Lobby Ambassador Program with all applicable Department Heads.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

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:

• Responsible for promoting the product and services to the targeted customer/guest group.
• Responsible for enhancing the product and service that is presented to the guest. Able to make changes that respond to the marketplace and to guest needs, both present and anticipated. Recommend changes to the product and services. Use market research to develop new products and services.
• Responsible for maintaining quality of product and ensuring consistency in its delivery and standards.
• Work in support of team goals and measure effectiveness by the quality of decision making at all level as well as through the profit and service performance at the individual unit level.
• Responsible for the selection, training, and development of the personnel. Able to exercise hire and fire discretion within Mondrian South Beach policies.
• Operate the department within Mondrian South Beach policies as they relate to the ethical codes,…