Guest ExperienceManager
Posted on :
04-07-2025
Employer Active
1 Vacancy
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Job Description
- Spend 75% of day in lobby and public areas interacting with guests
- Be the Mayor of the property guest advocate and host and employee cheerleader
- Actively engage with the MHG GEM group through email conversations and monthly calls to share ideas and guest preferences
- Own the on-property Global Card (GC) and loyalty tier programs: Know and manage all tier entitlements including amenities and upgrades. Develop / maintain / support GC and loyalty tier training and communication for staff. Liaise and build relationships with GC and tiered guests using Opera to track their preferences
- Work with FOM to develop and manage a glitch log. Own and document all guest follow-up
- Champion preference collection throughout the property. Use guest preferences to personalize as many welcome amenities and guest experiences as possible
- Run Opera arrival report and/or 3-Day VIP report at least once a day and use it to communicate VIP/Repeat arrivals to GM and department heads at morning standup or shift change meetings
- Complete 7/10 Day VIP report at least once a week. Share with department heads the MHG GEM group and corporate Public Relations
- Maintain profiles in Opera and understand the integration between Opera and the Property Management System
- If requested by General Manager or FOM read and respond to all TripAdvisor reviews.
- If requested by GM or FOM manage Sterling Research Group review and response program
- Adjust schedule to best accommodate guest needs
Qualifications :
- High School Diploma or equivalent required
- College Degree or equivalent in Business Hospitality or related field preferred
- One to two years in a public contact position preferably in an upscale or lifestyle brand hotel
- Strong English verbal and written communication skills
- Basic computer skills
- Proficiency with CRM database CRS and PMS
- Clear knowledge of local area including tourist destinations and of-the-moment options
- Passion for gracious friendly and fun customer service
- Ability to multitask and to work independently with a close attention to detail in a fast paced environment
- Positive and productive working relationships with other employees and departments
- Working knowledge of federal state and local laws governing equal employment opportunity and civil rights occupational safety and health wage and hour issues and labor relations.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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