JOB DESCRIPTION:
The Guest Experience Manager is responsible for ensuring the operation of the Doorman, Bell, Valet and Concierge departments in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. As a part of the Front Office team, the Guest Experience Manager is responsible for assisting the Front Office management team.
RESPONSIBILITIES:
Essential Functions

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Smashotels, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming.
• Comply with Smashotels and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.

Other Requirements

• Attend Weekly Resume Meetings, alert Staff about VIPs
• Meet and Greet-Sales Clients, VIPS, Hilton Lifetime Diamond Members, and provide exclusive arrival and departure experience
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close o observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Distribute Pre-Arrival Emails
• Participate in required M.O.D. program as scheduled.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate all aspects of the Front Office computer system, including, report generation and analysis.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Smashotels S.O.P.'s in its use.
• Ensure implementation of all Smashotels policies and house rules. Understand hospitality terms.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the Smashotels philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Smashotels credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Smashotels standards.
• Establish and maintain key control system.
• Ensure participation within department for monthly Refinery Hotel team meeting.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office logbook and Guest Request log on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conduct meetings according to Refinery Hotel standards as required by management.

Education & Experience

• At least 3 years of progressive experience in hospitality or a related field; at least 3 years Front Office experience
• Hospitality Degree preferred.
• Fluency in multiple languages a plus.
• Ability to develop and deliver effective training to the Guest Service Team.
• Comprehensive knowledge of hotels, restaurants, and attractions in the Chicagoland area.
• Experience with personal computers and various property specific applications, such as OnQ, Word, Excel, Outlook, Internet, and HotSOS
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

This job description is not intended to detail every aspect of your job or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to do this job successfully.
EEO M/F/M/V/D
ABOUT THE COMPANY:
A uniquely different hospitality company, SMASHotels relentlessly pursues the finest talent, trends, and ambiances to create extraordinary experiences. A deep passion for exceptional customer service creates engagement and loyalty. Innovative programming and perpetual development keep us fresh and relevant.
SMASHotels embraces emergent technology to drive cost control, flawless operations, marketing, customer relationship management, entertainment and online and in person engagement.
Our track record has shown that by raising the bar through a focused commitment both financially and experientially, we achieve success, and our return on investment is substantially higher than industry standards.