Guest Experience Manager

TRESTLE CHOO CHOO HOTEL MANAGER LLC

Chattanooga, TN Job Details 16 hours ago Qualifications Visitor query response Customer communication Customer relationship building Managing teams in a customer support role Client inquiry handling Answering guest questions Managing hospitality teams Frontline customer support management Client database systems Supervising experience Customer service training (staff training program) Customer engagement Mentoring Computer skills Hotel and accommodations guest complaints handling Customer satisfaction improvement Customer information system software Team motivation (leadership skill)

Full Job Description Job Purpose:

The Manager of Guest Experience at The Hotel Chalet is responsible for overseeing and enhancing the overall guest experience. This role involves managing guest services, ensuring high standards of customer satisfaction, and leading a team to deliver exceptional service. The Manager of Guest Experience liaises with various departments to create a welcoming and memorable environment for all visitors.

Key Responsibilities:

Act as Manager on Duty for the property. Lead and supervise the team to ensure a seamless and exceptional guest experience. Develop and implement strategies to enhance guest satisfaction and address any service-related issues promptly. Oversee the daily operations of the guest services department, ensuring that all procedures and standards are adhered to consistently. Train, mentor, and evaluate team members to maintain a high-performance culture focused on guest satisfaction. Collaborate with other departments to coordinate and improve guest services and amenities. Handle guest inquiries, feedback, and complaints effectively, ensuring a positive resolution and maintaining the studio's reputation. Monitor and analyze guest feedback and service metrics to identify areas for improvement and implement necessary changes. Ensure compliance with health, safety, and security regulations to provide a safe environment for guests and staff. Assist in developing promotional and marketing initiatives to enhance guest engagement and studio visibility. Prepare and manage budgets for the guest services department, ensuring cost-effective operations and resource allocation.

Required Education:

Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

Required Experience:

Minimum of 3 years of experience in a hospitality or customer service role. At least 1 year of supervisory or leadership experience in a guest service environment. Proven track record of enhancing guest satisfaction and managing guest relations. Experience in training and mentoring staff to improve service delivery.

Required Skills and Abilities:

Strong leadership and team management skills with the ability to motivate and inspire a team. Excellent communication and interpersonal skills to effectively interact with guests, team members, and management. Ability to handle guest complaints and resolve issues promptly and professionally. Proficiency in using customer relationship management (CRM) software and other relevant technology. Strong organizational skills with the ability to manage multiple priorities and tasks efficiently. Keen attention to detail and commitment to delivering high-quality guest experiences. Ability to work flexible hours, including weekends and holidays, as required by the business needs.