Director of Guest Experience, Front Office, and Reservations Operations

POSITION PURPOSE

The Guest Experience Manager plays a crucial role in managing the operations of the front desk, reservtaions, concierge, transportation services, coordinating events, and ensuring a positive guest experience prior to and throughout their stay, while maximizing room revenue and occupancy. Responsibilities include addressing guest complaints, ensuring employee training in customer service, and collaborating with marketing and management on outreach initiatives.

ESSENTIAL RESPONSIBILITIES

• Display a professional and approachable demeanor consistently.
• Possess strong verbal and written communication skills to effectively engage with employees and guests in a friendly and service-oriented manner.
• Demonstrate active listening skills in addressing concerns raised by individuals.
• Prioritize tasks and manage department functions efficiently to meet deadlines.
• Interact with guests and employees in a courteous and attentive manner.
• Attend all mandatory hotel meetings and training sessions.
• Provide coverage as needed for Manager on Duty shifts.
• Stablish up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Follow hotel policies and procedures to ensure a safe and productive environment.
• Proactively identify and resolve issues to enhance productivity.
• Responsible for budget goals regarding the sub revenue categories within the department
• Responsible for new-hire and on-going training.
• Ensure efficient guest registration, check-out and telephone service.
• Ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped in a timely manner and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner.
• Responsible for the hiring process of new staff members, the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
• Review current day’s expected occupancy and check all VIP, special requests.
• Handle problems effectively by anticipating, identifying, and solving issues.
• Analyze information from various sources to achieve desired outcomes.
• Safeguard the confidentiality of sensitive information.
• All other duties assigned by managers and supervisors.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions,