Guest Experience Specialist- Graduate Auburn

Collegiate Hotel Group®, is seeking a Guest Experience Specialist to join Graduate Auburn by Hilton and its brilliant team of hospitality enthusiasts.

POSITION DESCRIPTION

A champion of guest experience. Manages group resumes, group experiences, and ensures contacts are supported throughout the stay. Where applicable is the operations lead and concierge for the local Graduate Home. Is highly engaged in the community and makes recommendations, reservations, and overall aids in those areas to our guests.

JOB DUTIES AND RESPONSIBILITIES

• Manage hotel amenity program, reviews options with guests, prepares, and delivers them as assigned and needed
• Review current and upcoming VIP arrival
• Inspect VIP rooms and pre-set amenities
• Reach out to each VIP and special occasion guests 1 week prior to their arrival
• Reach out to each VIP and special occasion guest during their stay
• Review incoming packages and special rate code guests
• Review all group resumes and be knowledgeable of group contacts and group goals
• Gain familiarity and be the expert on property for information on the city's geography, restaurants, amenities, clubs and tourism industries to provide accurate information to hotel guests
• Personally develop relations with well-established services: baby-sitters, florists, beauty and barber shops, in room spa services, local convention and visitor bureau, and local venues
• Be familiar with all local events and activities and communicate those events to entire staff
• Recommends community activities to guests
• Work with housekeeping when lobby and public area needs attention and ensures it is presentable by organizing books, fluffing pillows, wiping down high touch areas
• Assist Front Desk with phones, guest communication, check-ins and check-outs when necessary
• Assist leadership with maintaining Pass-On log with Front Office team
• Observe Front Office, F&B, and Valet guest interactions. Encourage positive and informative guest encounters through communication with associates
• Other duties as assigned

EDUCATION AND EXPERIENCE

• Minimum of years in hotel customer service experience
• Minimum of 1 year of concierge experience or like position
• Minimum of High School education, post-high school education preferred

KNOWLEDGE, SKILLS AND ABILITIES

• OnQ and Kipsu working knowledge preferred
• Outgoing personality
• Ability to communicate effectively verbally and written
• Team player
• Ability to exceed expectations of guests
• Customer service focus

• The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.

• Collegiate Hotel Group is an Equal Opportunity Employer.