Assistant Guest Experience Manager

Description

As Assistant Guest Experience Manager, your personal interactions with the guests at pre-arrival, during their stay and post-stay will ensure a pleasant and memorable experience that guests will carry with them for years to come.

The responsibilities include but are not limited to providing the highest quality service and personalized attention to our guests in a courteous and professional manner; gathering pertinent information through attendance of daily staff meetings, providing general supervision and training of concierge staff. Additional responsibilities include:

• Create Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s
• Forecast and detail the needs of the arriving guests.
• Assist the Guest Services Manager with all levels of guests and contact them pre-arrival to anticipate all needs to include:

• Understand the process of achieving the best possible profitability and maximization of revenue in Rooms and Food and Beverage Departments by referrals and upselling
• Organize team meetings and daily operations meetings
• Ensure all team members are maintaining the standards of personal presentation and hygiene
• Fill out amenity request forms, print welcome cards, and ensure all areas have theirs ready for arriving guests
• Select, coordinate, and refresh amenity deliveries as required (including flower deliveries)
• Meet and greet each guest personally
• As part of the Manager on Duty team monitor every day of guest stay, resolve challenges and follow up to ensure guest satisfaction
• Provide a level of service in accordance with Forbes Five star standards and guidelines
• Partner with the Guest Services and Front Desk Managers to ensure a flawless arrival and departure experience
• Responsible with overseeing day to day operations of Concierge desk in the absence of the Guest Services Manager
• Ensure Concierge Desk is staffed appropriately to business levels and that all communication is timely, accessible, and accurate for the guest and employees alike
• Onboard and train seasonal Guest Relations Coordinator
• Log all internal and guest related incidents into Knowcross to include factual account and cost of recovery – additionally responsible for internal department follow-up with guest opportunities
• Ensure contracts for all local offerings or third party bookings are accurate and yield the proper pricing and fees for the hotel

Requirements

• Previous Concierge experience or similar preferred

• Experience in luxury hospitality services
• A minimum of 2 years management or supervisory experience
• Effective written and verbal communication skills,
• Superior customer service and interpersonal skills
• Ability to work weekends, holidays and long hours when necessary
• Well groomed and professional in appearance
• Superior organizational skills
• Can work well in a team setting as well as independently
• Enjoys a fast-paced environment
• Excellent multi-tasking skills
• Follows direction well
• Can sit, stand, and walk for extended periods of time
• Being flexible with schedules and hours
• Most importantly, you must really enjoy people and providing superior service each and every day

Location

Chatham Bars Inn Property

Seasonal

Full-time, Year-round

Hours Per Week