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Guest Experience Manager Jobs
Company | Highgate |
Address | Boston, MA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Hospitality |
Expires | 2023-09-06 |
Posted at | 8 months ago |
Yearly
- Focus on the Customer. . . Seek to understand the guest and internal customer and meet the needs of both the customer and the Company.
- Log guest issues in Alice and Opera and communicate issues as appropriate.
- Attend meetings as required
- Apply Professional, Product or Technical Expertise . . . Demonstrate the ability to apply technical, professional or product expertise to everyday hotel situations.
- To prepare and distribute daily the Daily VIP list to the necessary teams.
- Take Responsibility . . . Demonstrate personal ownership to tasks and follow through to get the required results.
- Foster Teamwork . . . Work well in a team environment and motivate teams to sustain exceptional levels of performance.
- Update Guest profiles in Opera (PMS) with any preferences and observations.
- Have an in depth knowledge of what Greater Boston (and New England) has to offer in regards to a variety of experiences our guests may be interested in.
- Have extensive knowledge of the product and services available.
- Inspect the rooms for our highest tiers of VIPs
- Attention to Details . . . Ensure that work is accurate, thorough and to the highest standards.
- To liaise, cooperate and coordinate with all departments to achieve high standards of service and guest satisfaction.
- To give information and promote all in house facilities and promotions
- Review arrivals for the next ten days on a daily basis
- Deliver on the hotel’s loyalty program
- A 4-year college degree; or a 2-year college degree and 2 or more years of related experience.
- Ability to consistently “go the extra mile”
- Ensure maximum guest satisfaction through personal recognition and prompt attention from pre-arrival to departure.
- Deal with guest issues in an appropriate and a thorough manner from the initial complaint to the resolution.
- Communicate effectively . . . Clarify and provide information so that coworkers, customers, and suppliers understand and can take action.
- Aid in the smooth operation of the car service, and to ensure that information is passed to airport representatives for all arriving and departing VIP’s
- To ensure that all arriving and departing VIP’s and regular guests are greeted and that introductions are made.
- To ensure that all guests especially those of VIP status receive utmost attention and to maximize their satisfaction during their entire duration of stay.
- Be familiar with all the courier companies and their charges
- 2 years of Front Office/Guest Experience Manager experience in a luxury hotel required
- Must be proficient in Windows, Company approved spreadsheets and word processing.
- To coordinate the complete preparation of all associated services for arriving VIP’s, including, but not limited to, ensuring room is ready; amenities are in the room, etc.
- Develop relationships with a variety of local vendors, which include, and are not limited to, restaurants, night clubs, museums, theaters, sports venues, ticket agencies, etc.
- Knowledge of F&B preparation techniques, health department rules and regulations, liquor laws and regulations preferred.
- Arrange as many introductions with our VIPs as possible via phone calls, emails, text messages, or in person.
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