PM Guest Experience Manager

POSITION PURPOSE

The Guest Experience Manager plays a crucial role in managing the operations of the front desk, concierge, transportation services, coordinating events, and ensuring a positive guest experience prior to and throughout their stay, while maximizing room revenue and occupancy. Responsibilities include addressing guest complaints, ensuring employee training in customer service, and collaborating with marketing and management on outreach initiatives.

ESSENTIAL RESPONSIBILITIES

• Display a professional and approachable demeanor consistently.
• Possess strong verbal and written communication skills to effectively engage with employees and guests in a friendly and service-oriented manner.
• Demonstrate active listening skills in addressing concerns raised by individuals.
• Prioritize tasks and manage department functions efficiently to meet deadlines.
• Interact with guests and employees in a courteous and attentive manner.
• Attend all mandatory hotel meetings and training sessions.
• Provide coverage as needed for Manager on Duty shifts.
• Stablish up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Follow hotel policies and procedures to ensure a safe and productive environment.
• Proactively identify and resolve issues to enhance productivity.
• Responsible for budget goals regarding the sub revenue categories within the department
• Responsible for new-hire and on-going training.
• Ensure efficient guest registration, check-out and telephone service.
• Ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped in a timely manner and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner.
• Responsible for the hiring process of new staff members, the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
• Review current day’s expected occupancy and check all VIP, special requests.
• Handle problems effectively by anticipating, identifying, and solving issues.
• Analyze information from various sources to achieve desired outcomes.
• Safeguard the confidentiality of sensitive information.
• All other duties assigned by managers and supervisors.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the requirements of the hotel:

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect Supervisors.

PHYSICAL DEMANDS

• Environmental conditions are inside, a job is considered “inside” if staff spends approximately 75 percent or more of the time inside. The temperature is moderate and controlled by the hotel environmental systems.
• Must be able to sit at a desk for up to four (4) hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to stand and exert well-paced mobility for up to four (4) hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 45 lbs. as needed.
• Must be able to push and pull carts and equipment weighing up to 250 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
• Hearing, smelling, tasting, and visual ability to observe and distinguish product quality and detect signs of emergency situations.
• Talking and hearing occur continuously in the process of communicating with other staff, guests, and supervisors.
• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.

EDUCATION

High school or equivalent education required.

Bachelor’s degree and/or equivalent level of education

EXPERIENCE

Front desk operations experience required.

Three to five years of management experience required.

Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred.

LICENSES OR CERTIFICATIONS

Ability to provide and maintain a valid driver’s license as the position may require the operation of motorized and electric vehicles.

EXEMPT POSITION

Exempt Staff Members are not covered by the overtime provisions and do not receive overtime pay. Exempt Staff members are paid a fixed salary that is intended to cover all the compensation to which they are entitled.

GROOMING

All Staff Members must maintain a neat, clean, and well-groomed appearance per Azul Hospitality standards. Refer to the property specific required grooming and uniform standards policy.

ATTENDANCE

Regular attendance in conformance with the standards which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position. Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotel’s facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Possess strong verbal and written communication skills to effectively engage with employees and guests in a friendly and service-oriented manner.
• Must have excellent leadership capability and customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Maintain a neat and professional appearance.
• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Must have excellent customer relations skills.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computer skills.
• Must possess basic computational ability.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Knowledgeable about basic function of Windows OS, MS Office, PMS, and POS.
• Self-driven and able to work independently.
• Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.