Guest Experience Manager

HOTEL OPERATIONS MANAGER

The Saratoga Arms Hotel is a luxury boutique hotel that gives guests a quiet, relaxing and restorative vacation experience. We make sure our guests have an excellent stay in Saratoga Springs, providing sumptuous rooms, high-end amenities, friendly service and a farm-to-table food experience for breakfast and evening cocktails. We spoil our guests with unparalleled advice about and access to all that Saratoga Springs has to offer: fabulous restaurants, historic sites, performing arts venues and the famed Saratoga Race Course. As we continue to provide exceptional service, we need a warm, empathetic and driven guest experience manager to join our growing team.

PAY STRUCTURE

o $52,000 annual salary (non-exempt, OT eligible)

OVERVIEW

As a guest experience manager for the Saratoga Arms Hotel, you’ll create a memorable vacation experience for guests visiting Saratoga Springs by managing the front of the house operations including the front desk and F&B. Your goal will be to provide exceptional service for both our guests and FOH employees. Your success will help the Saratoga Arms Hotel position itself as the premiere luxury hotel in Saratoga Springs.

BENEFITS

We ask a lot of our employees, and we give a lot in return. In addition to our competitive starting wage, earned incentives and longevity pay we offer additional perks including:

o Medical

o SIMPLE IRA with Company Match

o Vacation Accrual: start accruing vacation time immediately!

o Telehealth Benefit: automatic enrollment in Teladoc, a telehealth platform for whole-person medical, mental health services, dermatology and nutrition, paid for by Saratoga Arms.

o Holiday Pay: OT pay on six major federal holidays.

o Uniform Reimbursement

o Giftogram Monthly Stipend: money to use on brands such as: Amazon, Target, Walmart, DoorDash, Visa and more!

o Daily Pay Program: access immediate payroll funds at the end of each work day

o Daily Shift Meal and Weekly Family Meal Program

o Stay Benefits: discounts for employee’s friends/family to stay throughout the year. Annual complimentary stay for employee and one guest.

o Access to our Non-Pay Day, No Interest Loan Program

o Referral Bonuses: incentive pay to help us build our guest-focused team.

o Development Opportunities/Tuition Reimbursement: expand your skill set.

REQUIREMENTS

For candidates that have an innate desire to serve others but may not have directly applicable experience, please apply. Please keep the following in mind as you submit your application:

o Experience: 3-5 years in a hospitality management position is ideal but not required. If you describe yourself as warm, empathetic, teamwork-oriented, conscientious and optimistic, you’ll be a great fit and we’ll train you!

o Education: a high school diploma is required; a bachelor’s degree is ideal.

o Skills: you’ll understand how to address guest and employee questions or concerns. You’ll understand how to balance competing priorities in this fast-paced role. You know how to speak to guests and employees in a clear, concise and compelling way.

o Characteristics: you embody hospitality and aim to serve others in everything you do. You understand that the guest experience and the employee experience are equally important.

RESPONSIBILITES

As one of our guest experience managers you’ll ensure the smooth operation of the hotel, working 4 shifts/week, 10 hours/shift most weeks. You will be the main point of contact for all FOH employees, support daily operations, remove obstacles, follow up on guest and employee requests, manage our daily breakfast service, confirm guest reservations, build relationships with our guests and community members and support the GM with project-based work.

· Leads daily operations for the front of the house including food & beverage, front desk and luggage (in season)

· Expects a consistently high level of service in guest interactions

· Inspects all areas of the hotel daily and works with GM, maintenance and housekeeping to address concerns found.

· Responds to all guest email communications and all online reviews.

· Maximizes company profits through a combination of revenue generating initiatives and cost savings attention

· Assists the GM with operational forecasting and rate management

· Manages reservation calendar

· Enforces hotel policies and trains new hires in hotel procedures

· Embodies our hotel culture of service and hospitality

· Maintains a constant, supportive presence on the floor and with the team

· Executes daily tasks and routines consistently

· Completes guest and employee requests with urgency and attention to detail

The Saratoga Arms Hotel is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. The Saratoga Arms Hotel makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Job Type: Full-time

Pay: $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Paid training
• Professional development assistance
• Referral program

Schedule:

• Day shift

Work Location: In person

Salary : $52,000