What are the responsibilities and job description for the Arrival Experience Manager (Transportation & Bell Desk) position at Edgewood Tahoe Resort?
Position Summary:
The Arrival Experience Manager is an important role in creating a seamless and memorable arrival experience for guests, one that reflects our high standards of hospitality. To be successful in this role, the candidate would need to ensure a smooth transition for guests from the moment they arrive at the Front Gate to the Porte Couchere and onwards. In this role, your focus would be on creating a memorable and luxurious first impression for each guest, setting the tone for their entire stay. By being detail-oriented, proactive, and responsive to guests' needs, you would help ensure that each arrival is exceptional and leaves a lasting, positive impact.
Essential Functions:
- Guest Arrival Experience
- Along with the team of Bellman, Gate attendants and Valet ensure a warm, welcoming reception. This could include greeting guests by name, assisting with luggage, or offering immediate assistance as needed. This includes communication with drivers with approaching guests as well as the arrival at gate and communicating with bellman for arrivals.
- Oversee the guest’s journey from arrival to check-in, ensuring all steps are efficient and pleasant.
- Communication & Coordination:
- Work closely with the concierge, front desk, and other departments to ensure guests’ needs are met and the experience is flawless.
- Directly manages Bellmen and drivers and works in partnership with Valet Manager.
- Coordinate all transportation provided by the resort locally and to various airports with our team of drivers and our fleet of vehicles.
- Special attention to VIP and VILLA guests’ transportation needs.
- Attention to Detail:
- Ensure the arrival area (driveway, front desk, lobby) is always impeccably maintained to create a first impression of luxury and attention to detail.
- Use guest preferences and details (e.g., names, special requests) to create a tailored welcome. This attention to detail can make guests feel valued and appreciated right from the start.
- Look for opportunities to enhance the arrival experience, such as offering welcome drinks, providing information on property amenities, or giving a personal tour.
- Problem-Solving:
- Anticipate potential challenges or delays during the arrival process (e.g., traffic, late check-ins) and address them before they affect the guest’s experience.
- Be prepared to handle any unexpected situations with professionalism, ensuring the guest feels well-cared for no matter what.
- Autonomy & Independent Work:
- The ability to work independently, taking initiative to improve the arrival process while maintaining a high standard of excellence.
- Have the confidence to make decisions that benefit the guest experience, even when other team members may not be immediately available.
Supervision focus for Transportation
- Ensure all vehicles are maintained mechanically and wear and tear as well as routine washing and refuelling
- Ensuring all vehicles are inspected and in proper condition
- Ensure all drivers keep up their certification
- Ensure that airport greet and drop off is to our standard
- Licenses and inspections are up to date
- Safety measures are being followed by drivers
- Ensure proper reporting of incidents.
Supervision focus of Bellmen
- Cart safety
- Maintain storage areas and ensure guest package deliveries are completed in a timely manner
- Coordinate group amenity deliveries
Key Qualities for Success:
- Strong communication skills to connect with a wide range of guests, making them feel comfortable and valued.
- The ideal candidate is a seasoned and highly effective professional with proven experience in Hotel Guest Services
- The ability to handle unexpected challenges with grace and professionalism.
- Comfortable making decisions independently while working effectively with a team to create an exceptional experience.
- Lead by example, motivating and inspiring other staff to embody the same values of exceptional guest service.
- Provide guidance or training on best practices for interacting with guests and ensuring a smooth and positive arrival experience
- Proficiency in English with excellent communication skills.
- Ability in multitasking and time management.
- Available to work varied shifts when needed, including weekends, holidays, and swing shift.
- Stay current and up to date with all hotel services as well as daily VIP requests and special events.
- Previous experience in hotel front office and or guest service management
- Clean driving record
- Previous hotel-related experience desired.
- Other duties as assigned. Responsibilities may change at any time with or without notice.
Potential Challenges:
- Managing peak arrival times or handling multiple guests at once without compromising the quality of the experience.
- Balancing personalization with efficiency — while it’s important to tailor the experience, guests also value a smooth, streamlined check-in process.
