Guest Experience Manager

 General Responsibilities Include:

• Review arrivals and VIP reports to ensure all special requirements are met or exceeded.
• Review reservations of VIP and SPG Ambassador Guests and ensure all preferences are appropriately uploaded to Starguest system.
• Review all arriving VIP and SPG Ambassador Guests at the morning meetings and provide details of special requests and preparations.
• Collect information about VIP and SPG Ambassador and act as main contact throughout stay offering tailored experiences and establish relationships with aim to build loyalty.
• Work with housekeeping and room service to ensure all requests are in place in rooms for requests/Amenities.
• Work with the Director of Front Office to manage calendar accordingly to ensure availability to greet VIP guests and build a direct relationship between guest and hotel. 
• Handle any VIP requests as requested by the Executive Office.
• Develop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, during and post guests stays.
• Meet, greet and escort guests as requested.
• Assist Front Desk check-in/check-out guests as needed.
• Experience Specialist will be expected to assist in the successful resolution of guest complaints in a professional and efficient manner, ensuring proper follow up, guest recovery and communication with involved departments.
• Keep a presence in the lobby 75% of shift.
• Ensure response to GSS reviews within 40 hours of receipt.
• Monitors and ensures adherence to all Brand standards.
• Monitors and ensures lobby and public space ambiance meet property specific standards.
• Give direction to Front Office Colleagues in Problem Resolution and creating Wow moments.
• Assist Hotel Managers in training and communicating Guest Recovery situations throughout the Hotel
• Be responsible to evaluating and maintaining service standards throughout the Hotel.
• Ownership of Amenity Program: Maintain program standards, budget accordingly, ensure proper Scheduling, and follow up to ensure completion of tasks.
• Monitor and Oversee compliance of Service Animal requests.

 

Skills/Knowledge Required:

• Hotel experience required.
• Proficiency on Lightspeed and Starguest preferred.
• Ability to interact with guest in a courteous and professional manner.
• Excellent computational and analytical abilities.
• Highly motivated individual who can work independently.
• Ability to handle confidential information discretely and in the proper manner.
• Self-starter, and possess excellent presentation skills and problem solving skills.
• Strong organizational skills.
• Will be required to work varying schedules including days, nights, weekends and holidays.
• Good English Language communication skills (verbal, listening, writing) Multiple language skills, a plus.
• Effective conflict management skills.
• Strong customer and colleague relation skills.
• Strong attention to detail
• Think clearly, quickly, maintain concentration and make concise decisions in  high pressure situations
• The ability to exercise the personal discipline and extra diligence to assure that projects are completed on timely basis
• The ability to subordinate one’s personal agenda in favor of working collaboratively with the team to achieve departmental goals

Qualification Standards:

Education: 4-year bachelor’s degree in Business Administration, Marketing, Hotel and Restaurant Management or related major preferred.

Experience: Ideal candidate will have 1-2 years previous Guest Relations experience or Concierge experience in a comparable hotel environment.  Proficiency utilizing Front Desk PMS technology preferred.  Proficiency in Power Point, Excel, and word preferred.

Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided).

This posting in no way states or implies that these are the only duties to be performed by the colleague occupying this position. Colleagues will be required to perform any other job-related duties assigned by their supervisor.

The expected pay salary for this position is $66,560.00

Viceroy Hotel Group is a leading hotel company that combines desirable location, unique design, destination dining and personalized service that touches the heart and soul of our guests. As an industry leader in creativity and innovation, our hotels draw upon the diverse backgrounds and talent of our extraordinary team for optimal success.

Viceroy Santa Monica will consider qualified applicants, including those with criminal histories, in a manner consistent with local "Fair Chance" ordinances.