Guest Experience Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Guest Experience Manager Full Time 30-39 Hour Miami Beach, FL, US

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

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, standards of good business practice and local laws and regulations.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities: Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Must be able to read and write to facilitate the communication process. Requires good communication skills, both verbal and written. Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision. Must possess basic computational ability. Must possess basic computer skills. Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required. Extensive knowledge of the hotel, its services, and facilities. Other Duties as assigned.

PHYSICAL DEMANDS

Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems. Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required for the rest of the working day. Length of time of these tasks may vary from day to day and task to task. Position requires walking and giving direction most of the working day. Length of time of these tasks may vary from day to day and task to task. Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Must be able to lift to 15 lbs. occasionally. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity. Talking and hearing occur continuously in the process of communicating with guests, supervisors, and subordinates. Vision occurs continuously with the most common visual functions being those of near vision and depth perception. Requires manual dexterity to use and operate all necessary equipment. Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.

QUALIFICATION STANDARDS

Understanding of all hotel management best practices and relevant laws. Hands-on experience with OPERA PMS. Proficiency in English; knowledge of other languages is a plus. Customer service drive with outstanding communication and active listening skills. Excellent problem-solving and multitasking skills. Leadership skills along with the ability to motivate a team to high performance. Ability to work flexible hours. Strong sense of responsibility and a professional presentation. Education: Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or relevant field. Experience: Two to four (2-4) years' experiences as a Front Desk Manager, Guest Service Manager, or similar role required. Licenses or Certificates: Ability to obtain and/or maintain any government required licenses, certificates, or permits. Grooming: All employees must maintain a neat, clean, and well-groomed appearance per Mondrian South Beach standards. #J-18808-Ljbffr SFlaHHRA