Guest Experience Manager

Job Summary:

The Guest Experience Manager shares our passion for excellent customer service and is enthusiastic about creating the ultimate guest experience. The Guest Experience Manager will work with the Front Desk team, playing an important role in creating and maintaining an elevated and luxurious guest experience.

Responsibilities:

Assist the Director of Guest Experience with the implementation and oversight of Guest Experience initiatives and ideas. Assist in the resort's arrival and departure experience, coordinating with various departments to ensure the highest level of guest experience is provided. Cover Front Desk management shifts, ensuring smooth daily operation. Maintain complete knowledge of hotel systems and operations; including property management systems and Night Audit procedures. Hire, train, develop, coach and discipline all Front Desk staff. Enforce standard operating procedures and Company policies. Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands. Ensure all Front Desk employees report to work as scheduled. Document any late or absent employees. Ensure all required training for new hires is complete according to standards. Empower employees to take necessary steps to satisfy guest needs and make decisions. Ensure Front Desk staff have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Ensure accuracy of all guest charges by continuously reviewing for accuracy and legitimacy. Handle guest complaints, accident reports, and incident reports and investigate as directed by upper management, and in adherence with all hotel requirements. Monitor employee interaction with guests and each other to ensure prompt and courteous service; resolve discrepancies with respective employees. Handle disputed charges by guests courteously, following proper procedures. Keep department overtime costs to an absolute minimum. Maintains productivity and labor cost goals. Monitor staff performance in all phases of job functions ensuring all procedures are carried out to departmental standards; rectify any deficiencies with respective employees. Communicates, updates, and train all Front Desk staff in the safety/security/emergency procedures of the hotel. Ensure proper security is maintained over all cash funds, deposits and safes at the Front Office. Maintain procedures for credit control and handling of financial transactions. Monitor and ensure all cashiering procedures comply with Accounting policies and standards. Review previous night's no-shows and ensure billing of such. Anticipate low occupancy periods and coordinate blocking of rooms with Housekeeping to minimize labor costs. Review arrivals report for accuracy. Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and report guest concerns. Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures. Check for VIP/amenities requests and coordinate delivery time of amenities/special requests with applicable departments. Review requests for late checkouts and approve according to policy; communicate with housekeeping accordingly. Participate in hotel executive meetings on a weekly, monthly, or as-needed basis. Assist with Front Desk duties when necessary including, but not limited to, guest check-in / check-out, booking reservations over the phone and responding to customer inquiries regarding hotel services, room rates, entertainment schedules and restaurants. All other duties as assigned.

Minimum Requirements:

High school or equivalent education required; Bachelor's degree preferred. At least two (2) years of previous experience as a Front Desk Supervisor or Manager or other related guest-services position in a mid-size hotel / resort. Ability to speak, read and write fluent English; other languages beneficial. Professional communication skills, both written and verbal. Problem solving, reasoning, motivating, organizational and training abilities. Ability to prioritize and organize work assignments. Proficient with Microsoft Office, including Outlook, Word and Excel Advanced knowledge of property management systems; Opera systems preferred. Strong understanding of Revenue Management The ability to positively communicate and instruct employees and offer training and guidance to entry-level employees. Ability to work flexible hours in a 24 x 7 operation; including nights, weekends and holidays. Ability to frequently sit, stand, bend, climb, kneel, and move about the facility. Must be able to carry, lift or pull items weighing up to 50 pounds. Competitive Compensation / Health Benefits / 401(k) /

Paid-Time-Off Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Vision insurance

Experience:

Hotel Front Desk Management:

2 years (Preferred) Ability to

Commute:

Cape May, NJ 08204 (Required)

Work Location:

In person