The Opportunity
We are currently looking for a Guest Experience Manager at our Carneros Resort and Spa Property.
Title Guest Experience Manager
Department(s) Rooms
Reports to Director of Guest Services
Job summary
As Guest Experience Manager, you will work in an environment that values not only your results, but also the way in which you lead and interact with people. You will be responsible for creating and carrying out an engaged and unique experience for VIP guests. You will also be responsible for supporting the front office manager and the front office team in providing world class service to all guests.
Summary of essential job functions
• To understand, communicate, and facilitate the needs of VIP and high profile guests to include celebrity guests, luxury travel agent guests, owners, and private home guests as well as any other guests needing special attention prior to arrival and during their visit.
• To review daily arrivals to ensure proper handling of VIPs and Return Guests, groups, etc. and to escort VIPs and Return Guests to their rooms.
• To provide gracious and sincere customer service to all arriving hotel guests, including offering the assistance of a bell person; giving directions to guest cottages, restaurants, and other hotel facilities; and distributing and explaining package introduction letters, where applicable
• To understand and respond to all guest needs and request in a timely and professional manner
• To assist the Reception, PBX & Bell team in exceeding guest expectations and employee performance
• Ensure a strong and continuous line of communication within internal departments and guests is implemented and followed.
• To hire, recruit, train, schedule, support, review, discipline, and terminate employees directly accountable to his/her position, to maintain highest possible levels of employee morale and department productivity
• To monitor overtime and manage labor to ensure that payroll cost stay within budgetary guidelines
• To provide feedback to the Director of Guest Services and Director of Operations regarding guest issues.
• To ensure the proper handling of guest check-ins by Reception staff, including welcoming guests; obtaining; identification and establishing credit; accurately completing all necessary paperwork; accurately entering information into hotel computer system; explaining to guests all aspects of their package format or group arrangements; and ensuring guest satisfaction with rooms and other arrangements.
• To follow all specified procedures in administering the affairs of the Bell/Valet department, including coordination of bag pull, transportation, parking vehicles, rooming guests, amenity deliveries, up selling, property explanation.
• To provide service in accordance with our Mission Statement.
• To become a “property expert” on the property’s Springer Miller System.
• To personally ensure the satisfactory condition of VIP rooms prior to occupancy, including special attentions provided to repeat guest.
• To ensure that all Reception team members are kept informed of all status changes.
• To diplomatically and effectively handle all guest complaints, referring to the Director of Rooms or General Manager, if necessary.
• To maximize hotel revenue through salesmanship, status control and maintenance of the “Yield Management” system.
• To assist, as directed, to prepare annual departmental budget, according to the specifications set forth by the Director of Rooms with the assistance of the property Controller.
• To continually monitor and control departmental expenditures to ensure meeting operational standards while maintaining annual budget.
• To put out to bid, annually, all major vendor supplies needed for departmental operations.
• To be completely familiar with hotel emergency procedures, and provide calm reassuring assistance to guests and fellow employees in the event of an emergency.
• To ensure proper maintenance and control of guest cottage keys by Reception staff.
• To participate in Carneros Resort and Spa’s MOD program, and attend hotel functions, as directed.
• To follow all specified procedures to correctly handle all cash, credit and gift certificate transactions.
• To properly document Personnel/Payroll transactions, as directed, for processing in the Human Resources office.
• To promote and comply with all policies and procedures of Carneros Resort and Spa.
• To immediately report all suspicious occurrences and hazardous conditions.
• To maintain the cleanliness and safety of work areas at all times.
• To practice safe work habits at all times, to avoid injury to self and others.
• To ensure safe work practices of all staff under his/her direction, including compliance with company and departmental safety rules and regulations and the proper use of handling of all relevant equipment.
• To conduct departmental operations meetings, including monthly safety meetings.
• To attend al mandatory meetings as directed.
Minimum requirements
• College degree preferred
• Must have a minimum three years supervisor or concierge experience.
• Front Office Management experience strongly preferred.
Knowledge of the following theory, principles, practices and/or content:
• An operational knowledge of Microsoft Office suite
• Numerical operations including basic counting, adding, subtracting, multiplying and dividing
Skills / Ability to:
• Understand ultra-luxury hotel products and guest services.
• High level of customer service including five star service standards.
• Highly organized and efficient.
• Knowledgeable and adept in troubleshooting and problem solving.
• Diplomatic. Trustworthy. Reliable. Requires little supervision.
• A "team player".
• The ability to ensure the security and confidentiality of hotel guests and hotel event information is required.
• Work and interact well with departments throughout the organization
• Communicate clearly and directly with guests using a positive, clear speaking voice
• Effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact and diplomacy
• Handle stressful situations in a calm, professional manner
• Read, comprehend and write simple instructions and/or short correspondence and memos
• Use logic to define a problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
• Participate in the creation of an enjoyable work environment
Other Requirements and Characteristics:
• The work requires light physical exertion with long periods of standing, occasional sitting and walking; light bending, crouching, stooping, stretching, reaching, or similar activities; occasional lifting/moving of items up to 50 pounds.
An Equal Opportunity Employer
About Evolution Hospitality
Headquartered in Orange County, CA, Evolution Hospitality is one of the top privately-owned hotel management companies in the US. Evolution Hospitality has a well-defined vision, a strong sense of values and guiding principles, and a long-range, quality-minded approach to business. From unassuming beginnings with a single property, today Evolution Hospitality is recognized as a first-class operator of hotels.
We are proud to offer candidates a dynamic career, personal growth, a strong tradition of mutual trust, integrity and an opportunity to make an impact on the business. Simply put, it means that it feels a bit different to work here. We are universally driven by our fundamental values and beliefs. At Evolution Hospitality, all associates are selected and evaluated on two criteria equally: results and culture. Honesty and humility are equally important as intellect and ability, and each member of the team embraces the challenge of becoming a better human being, both personally and professionally, as part of the package. Superstars are those individuals that not only create value for the company but also genuinely embrace and live Evolution Hospitality’s unique culture.
Are you ready to evolve? If you are interested in establishing a solid career and taking giant strides in personal growth, Evolution Hospitality is just the family you’re looking for.
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