Director of Guest Experience

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Job s ummary –

Director of Guest Experience will manage and lead the Guest Experience Team. Consisting of the Guest Relations Managers, Suite Ambassadors, and Guest Experience Coordinators. You will be responsible for creating and implementing the various activities associated with the overall guest experience to provide a product and level of service which is consistent and of outstanding value in terms of quality and satisfaction. Possess a positive demeanor, an in-depth knowledge of all facets of the operation along with a strong sense of attention to detail.

Essential Duties and Responsibilities –(Key Activities)

• Train Guest Relations department in established programs and procedures. Maintain schedules, attendance controller and payrolls to maximize profits.

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily basis.

• Coordinate and arrange all welcome, escort and farewell procedure for all guests. Personally welcome all top VIP in the absence of a member of the EC.

• Ensure amenity placement, organize welcome cards for greetings and special occasions.

• Ensure all guest requests, likes and dislikes are collected through the property and documented.

• Inspect arriving guest accommodations. Ensure all standards are met and correct amenity placements as well as any request made by guest prior to arrival. Coordinate and communicate efforts with Housekeeping, Room Service and Engineering, assuring all is in order.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Ability to interact with various departments to ensure all guest requests are completed

• Maintain presence throughout public areas during busy times or when directed.

• Handles complaints, settling disputes, and resolving grievances and conflicts with guests and patrons.

• Assigns guest relations managers to perform Personal assistant / hotel ambassador duties for high profile guests and top 18 suites through their visit.

• Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs.

• Support the hotel philosophy concerning hiring, employee relations, disciplinary action, training, counselling, evaluating, etc.

• Control and monitor payroll and expenditures for department.

• Prepare work schedules for effective staffing, ensuring efficient operation of the department within specific labour standards.

• Constantly monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective personnel.

• Anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

• Assist staff with their job functions to ensure optimum service to guests.

• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations

• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

• Maintain complete knowledge at all times of:

1. All hotel features/services, hours of operation.
2. All room types, numbers, layout, decor, appointments and location.
3. All room rates, special packages and promotions.
4. Daily house counts and expected arrivals/departures/ VIP’s.
5. Room availability status for any given day.
6. Scheduled in-house group activities, locations and times.
7. All hotel and departmental policies and procedures.

• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations

• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

• Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.

• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

• Constantly monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective personnel.

• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

• Assist staff with their job functions to ensure optimum service to guests.

• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

• Ensure security of guestroom access.

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

• Models the company’s culture, vision, mission and core values at all times.

• Foster and promote a cooperative working climate, maximizing productivity and employee morale.

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Ensure that standards, inclusive of grooming and attire of staff, are maintained at a superior level daily.

• Maintain effective flow of communication by attending required hotel meetings and conducting departmental pre-shift and monthly associate meetings.

• Interact and respond in a courteous and professional manner with all guests, staff and community members, inclusive of resolving all guest and staff difficulties.

• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.

• Maintain clean and safe work area.

• Ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

• All other duties as required.

Others

• While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Required Skills –

• Must be able to perform job functions with attention to detail, speed and accuracy

• Be a clear thinker, remaining calm and resolving problems using good judgement

• Follow directions thoroughly

• Understand a guest’s service needs

• Work cohesively with co-workers as part of a team

• Work with minimal supervision

• Detail oriented and hands on, being able to maintain an organization in a multi-tasking environment.

• Team player with strong interpersonal skills, capable of engaging emotionally with guests and colleagues.

• Comply with quality assurance expectations and standards as directed by management (Forbes, LQA and Rosewood Brand Standards).

• Maintain confidentiality of guest information and pertinent hotel data

• Prior heavy exposure to Guest relations manager job duties.

• Thorough knowledge of Hotel Operations, Hotel Services, Hotels policies and regulations, technical knowledge of Opera, HotSOS and Microsoft Office Application

• Ability to be resourceful, creative and maintain flexibility

• Ability to perform mathematical operations with units of measure including, but not limited to dollars, cents, feet, inches, cups, pounds and ounces

• Required to speak, read and write English, with fluency in at least one other languages highly preferred.

• Must be able to exert physical effort in transporting 15 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

Qualifications –

• Minimum Bachelor Degree in Hospitality Management or equivalent work experience

• Licenses & Certifications: None required

Experience –

• Minimum 3-year experience in a similar capacity for a luxury or ultra-luxury property.

Salary Range - $103,000 - $107,000 annually based on experience.