Guest Experience Architect & Loyalty Advocate

Guest ExperienceCurator This position is focused on driving customer retention,increasing brand advocacy, and elevating the overall guest unique experience atLa Colombe d’Or Restaurant and Hotel, LLC. Responsibilities: Guest Engagement: Welcome VIP/loyalty members uponarrival, personalize their stay, and maintain high visibility in public areasto obtain feedback. Relationship Management: Build rapport with guests,anticipating their needs to create "authentic personalized memories" Issue Resolution: Own guest concerns, handling guestopportunities promptly and professionally to ensure satisfaction. Loyalty Program Advocacy: Promote loyalty to LAColombe d’Or Restaurant and Hotel, LLC, by anticipating guest needs, resolutionof opportunities presented and cultivating a personalized relationship with ourguests. Data Analysis & Reporting: Monitor guest feedback(NPS scores, online reviews), analyze trends, and report on key performanceindicators (KPIs) to improve service. Operational Support: Coordinate with otherdepartments (Sales, front office, Housekeeping and Engineering) to ensurespecial requests and amenities are delivered. Skills and Qualifications: Communication: Excellent verbal and writtencommunication skills for interacting with guests, responding to emails, andhandling feedback Customer Service: Strong, proactive approach toservice with a passion for exceeding expectations Conflict Resolution: Ability to remain calm andprofessional while resolving guest issues. Organization: Detail-oriented, capable of managingguest lists and tracking preferences. Technology Proficiency: Experience with CRM softwareand hotel/property management systems (PMS). Will assist in Front Office operations as needed. Perform any other duties assigned by Management Be actively engaged with our guests and deliver memorableguest experiences Working conditions: Office,professional work environment with a combination of indoors and some exposureto outdoors. Capacityto safely lift and carry items between 10 to 35 pounds. Non-permanent work schedule, schedule is flexible depending on businesslevels and occupancy. Essentialphysical requirement of sitting and standing for long periods of time, stoopingand typing. Walking, usingstairs, bending, and squatting. #J-18808-Ljbffr La Colombe d'Or Hotel and Tonight & Tomorrow Restaurant