Director of Guest Experience

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Overview:

This role is responsible for overseeing the arrival/departure experience within the hotel of all VIP Guests while offering a bespoke luxury service. As the first and last impression of the Hotel, this high-profile department carries a special responsibility. They ensure accurate communication between department managers, following up on guest requests and problems. The Front Services is also the natural place where guests direct comments, questions, suggestions, and concerns. The Director of Guest Experience will oversee the CORE & Concierge departments. The individual, along with the Guest Relations Manager, will liaison between other room departments and hotel operations.

Essential Duties and Responsibilities:

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Drive Guest Satisfaction via Trust You Surveys and respond accordingly.
• Checks guests in and out efficiently and friendly, using guest names whenever possible. Ensures that the guest is assigned the type of room requested and charged the correct rate.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of:
• all hotel features/services and hours of operation.
• all hotel restaurant food concepts, menu price range, dress code, and ambiance.
• all hotel room types, numbers/names, layout, appointments, amenities, and locations.
• all hotel room rates, special packages, and promotions.
• daily house count and expected arrivals/departures (particularly VIPs).
• scheduled daily group activities, names, and locations of meeting/banquet rooms.
• local events, attractions, and holiday schedules.
• Meet with fellow associates to review business status and follow-up actions.
• Access all functions of a computer system in accordance with departmental specifications.
• Maintain updated resource materials on all vendors and information to accommodate guest requests.
• Review the designated in-house guest list and be familiar with guests' name preferences.
• Collect and monitor guest feedback, updating Opera accordingly.
• Implements guest recognition initiatives and maintains a relevant guest history database.
• Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of the request.
• Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
• Inspect blocked VIP rooms, using the checklist, before guest arrival; rectify any deficiencies.
• Escort VIPs upon arrival to their assigned room. Inform guests of hotel services/features and room amenities.
• Telephone newly registered guests after check-in to establish their needs and satisfaction and follow up on any guest requests.
• All other duties as required.

Administration:

• Interview and recruit direct reports
• Update and maintain operational manuals based on best practice and changes in standards.
• Assist in the recruitment and selection of all employees. Following a competency based approach during the selection process.
• As necessary, assist with conducting annual Performance Development Discussions with the associates while supporting them in their professional development goals.
• Develop the skills and effectiveness of all associates through appropriate training, coaching, mentoring, and disciplinary action.
• Oversee upsell and commission for direct reports.
• Review call accounting reports and adjust staffing to account for peak periods.
• Develop a robust pre-arrival communication program for the CORE team, measuring the overall capture ratio of guest connections.
• Oversee and delegate communication from outside guests via the main resort email inbox, ensuring complete satisfaction and closure of all inquiries.
• Assist in preparing weekly, biweekly, or monthly work schedules based on occupancy and adjust as needed.
• Responsible for handling guest history records and preferences in coordination with the team.

General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Language: Required to speak, read, and write English. Fluency in other languages is a plus but not required.

Physical Requirements: Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Experience: Minimum 3 years’ experience in a similar capacity for a luxury or ultra-luxury hotel.

Salary: $90,000-$110,000/annual salary