Acqualina Management
Guest Experience Manager
Acqualina Management, Sunny Isles Beach, Florida, United States,
WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE ©We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs
JOB OVERVIEW:To persuade hotel guests to regard favorably our resort’s services and facilities. To develop positive relationships with hotel guests in order to garner loyalty, and increased repeat business.The Guest Experience Manager is responsible for curating guests experience pre-arrival, during stay until departure facilitating inter-departmental communication and being “in the know” as pertains to guest service, guest recognition, and guest request follow-up.While ensuring that all departments are equally informed and prepared to offer proper levels of guest service, the Guest Experience Manager will also:
1) Maintain a major presence in the Lobby/Restaurants/Pool and Beach Areas/Recreation Area to be able to be a main point of contact for all guests; 2) Greet Guests at arrival and assist with any guest introduction to General Manager, Hotel Manager, CEO and Owners of Resort. 3) Actively sell all resort services such as ESPA, F&B outlets, Children program etc. 4) Ensure all guest preferences are set up prior to arrival. 5) Lead the effort to keep the concept of Guest Services fresh, inspiring, and exciting.REPORTS TO:
Director of RoomsSUPERVISES:
Does not have direct reports however indirectly supervises all hotel line staffWORK ENVIRONMENT:All guest service areas.KEY RELATIONSHIPS:Internal:
Staff in Front Office, Sales, Reservations, Housekeeping, Kitchen, Restaurants, Engineering, Security, Accounting, Valet Parking, PBX, Bell, Door, Pool and Beach, Acquamarine and Executive Office.External:
Resort guests/visitors, travel intermediaries and alike.QUALIFICATIONS
Essential:Fluency in English, Spanish, Portuguese (and or English and Russian) both verbal and non-verbal.Excellent face to face and telephone communicator.Excellent writing capabilities and good computer skills.Active in Facebook, Twitter, and Linked-in.Strong persuasive skills and listening skills.Highly customer focused.Ability to set policies but remain flexible when customer’s conditions require.Familiarity with yield management and forecasting.Able to demonstrate success in managing high maintenance and affluent clients/guests.Strong leadership qualities both with customers and employees.2 years’ experience in a similar position in a 5-star style hotel/resort or in Front Office/Sales or /PR position.Ability to: perform job functions with attention to detail, speed and accuracy.Ability to input and access information in the property management system/computers.Prioritize and organize.Be a clear thinker, remaining calm and resolving problems using good judgment.Follow directions thoroughly.Understand guest’s service needs.Work cohesively with co-workers as part of a team.Work with minimal supervision.Maintain confidentiality of guest information and pertinent resort data.Provide excellent customer service at Forbes, AAA and LQA level and maintain a professional demeanor.Desirable:College degree or formal training in the Hospitality Industry.Fluency in 4 key languages in addition to English must speak Portuguese and Spanish language or Russian language.Knowledge of local attractions, services and restaurants and local hot spots hotel guests desire.World centric, well-travelled, enjoyment of literary arts.Previous Customer Service Management.Ability to suggestively sell.Certification in CPR.PHYSICAL ABILITIES
Essential:1. Frequent standing and walking throughout shift.2. Endure various physical movements throughout the work areas.3. Reach overhead and extension up to 30 inches’ complete tasks at different levels.4. Remain in stationary position for up to 8 hours throughout work shift.5. Satisfactorily communicate with guests, management and co-workers to their understanding.Load and unload luggage from point of origin to destination.Lift, transfer and store heavy objects up to 60 poundsOccasional kneeling, pushing, pulling and liftingOccasional ascending or descending ladders, stairs and rampsDesirable:1.
Assists General Manager in managing guest services.ESSENTIAL JOB FUNCTIONS
Curate guest experience pre-arrival to garner ETA/ETD and preferences to create a customized itineraryFollow up to ensure that these steps are taken before guest arrival:
Pre-Arrival communication: via Phone/Email/ZoomNames of all guest traveling are obtained and added in SMSRequested room type and bedding.Housekeeping and in room Dining requests and amenities for notable guests.Allergy and Dietary Restrictions discernedItineraries are printed and available at or prior to check in via email; or preferred method.Billing instructions are correct.Welcome amenities such as LHW gifts are in the room.VIP/resume shared resort wide
Up sell all resort features that have not been booked by the guest yet.Provide guest profiles and resumes to all internal team members/leaders.Attend and lead daily Morning Managers meeting.Meet with key service departments to review business status and follow up actions.Ensure each department will demonstrate a genuine interest and anticipatory remark as a result of preferences maintained and updated on file.Update guest profiles in SMS system. Share information about guest preferences with appropriate department.Guest Experience Manager will ensure all guest are to feel as VIPs.To assist with Front Office Manager on duty responsibilities in the event of staff shortage or business needs.Maintain log of all Guest Preferences complete in guest preferences and other sources such as: SMS/HotSOS/Email alerts/Shift Handovers.Ensure all rooms are properly assigned in the manner most appropriate to maximize value to the guest based on rate, number in party, length of stay, frequency of stay, VIP status, and mostly guest preferences.Maintain established process and procedures of Safety and Sanitation protocols via daily monitoring and recording
Inspect equipment for cleanliness and sanitationEnsure team members/guests/residents/visitors are wearing PPEEnsure Social distancing is being maintainedComplete HotSos ScorecardReport Challenges
Ensure ALL guests are greeted at time of arrival on porte cochere. Notable guests with 10 or more stays will also be met by Hotel Manager and Guest Experience Manager.For guests without a reservation, sell an available room type agreed upon at the prevailing BAR rate on website – Be present for all SAME DAY ARRIVALS or WALK IN BOOKINGSPresent Digital Registration cardVerify registration card information with the guest: Room Type; Dates of Stay; Upgrade if applicable at time keys are being issued.Capture all contact information: Billing Address of card presented; Email and Telephone NumberCapture First Name; Last Name and all contact information of all occupantsEnsure guests self-scan VALID Passport for International Travelers or US Driver’s License or US State issued ID *Refer to D/L booklet in possession of MOD for reference for out of state DL which you may not be familiar with* - -COVID STANDARDPolitely instruct/guide guests to utilize the ID Scanner to Scan their US issued D/L or PassportObtain back-up information & SCAN IDs of all adults scheduled to occupy the room; create shares – Acqualina StandardSwipe credit cards to authorize for guest credit/payment method and input into system; collect cash when designated – Acqualina StandardPolitely instruct/guide guest to self-insert their credit card into the credit card reader to authorize and/ or charge their credit card - COVID STANDARDIssue room keys valid until final departure date (factor stayovers or back to back resrevations, and guaranteed or paid late departures) Acqualina StandardAdvise guest how to utilize the Digital key in the elevator – COVID STANDARDAdvise guest of any messages, mail, faxes, etc. received for them and discreetly issue. Do not
read out loudOffer to escort first time guests, repeat guests, visitors to the elevator or their destination. Acqualina StandardOffer to escort first time guests to the elevator COVID STANDARD –No Resort Tour and No RoomingCommunicate with guest throughout their stay to ensure satisfactionMeet and interact with inhouse guests, provide assistance and ensure satisfactionAscertain guest daily plans to ensure that their experiences in all outlets/areas are seamless. Seek to engage guests and make introductions to outlet managers/staff as they patronize Breakfast, Costa Grill, Pool and Beach decks including Spa pool Deck, Acquamarine Room, Bar areas, Il Mulino, lobby and valet parking.Ensure any guest recovery is done prior to guest check out and communicated to all pertinent parties.Follow up with guest complaints. Send personalized apology cards and amenities if necessary.Ensure every departure is met and graciously thanked for their business.Use guest name at least twice (naturally) in interaction.Accountable for 50% guest repeat business achievement.Ensure resort maintains 93% guest satisfaction ratings and achieve higher rating.Increase guest satisfaction survey completion.Assist with the preparation of guest communication to include in room guest announcements, guest correspondence, survey responses, guest emails, review responses, Written and Verbal Comments.Maintain log of all Guest Preferences complete in guest preferences and other sources such as: SMS/HotSOS/Email alerts/Shift Handovers.Develop Guest Service Initiatives such as: long stay programs, frequent stay programs, and VIP services, and ensure that all involved are informed.Update guest profiles in SMS system. Share information about guest preferences with appropriate department.Implement and run a guest loyalty program together with Sales/ Marketing department to include guest departure gift card. Maintain SOP.Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.Additional duties include but not limited to:Maintain complete knowledge and comply with Rating Organization Standards; Forbes Travel Guide; Leading Quality Assurance; AAA; American Express Fine Hotels and ResortsMaintain complete knowledge of and comply with all departmental policies/service procedures/standards.Maintain complete knowledge of and comply with all Acqualina StandardsCommunicate pertinent information to General Manager and Hotel Manager.Develop and Maintain guest profiles.Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.Maintain positive guest relations at all times.Resolve guest complaints, ensuring guest satisfaction.Monitor Resort’s cleanliness, sanitation and property beautification.Obtain assigned bank and ensure accuracy of contracted monies.
Keep bank secure at all times.Obtain department keys and company telephone; ensure security of such.Access all functions of computer system in accordance with departmental specifications.Review designated in-house guest list and be familiar with guests' names and room locations.Answer telephone within 3 rings, using correct salutations and telephone etiquette.Accommodate all guest requests expediently and courteously.
Follow up with designated resort personnel to ensure completion of request.Coordinate guest requests with Concierge; Guest Experience Curators and designated vendors which may include:Legibly document all pertinent information in guest request log(s).
Monitor and update handover log.Place orders for amenities and coordinate delivery of amenities to designated guest rooms.Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.Assist guests in locating and retrieving lost luggage.Inspect blocked VIP rooms, using the checklist, prior to guest arrival; rectify any deficiencies with respective Department Heads.Maintain and reconcile all related tracking sheets and expenses for associated City Ledgers.Reconcile General Ledgers for the Monthly GL Review and provide feedback to Director of Rooms for the Monthly P&L AnalysisInspect designated arrival rooms and report all deficiencies and/or opportunities.Randomly inspect designated rooms and report all deficiencies and/or opportunities.Escort VIPs upon arrival to their assigned room if discussed as such.
Inform guests of resort services/features and room amenities.Telephone/email newly registered guests in 10 minutes after check-in to establish guest needs and satisfaction.
Follow up on any guest requests.Adhere to all cashiering procedures:Process miscellaneous charges.Maintain complete knowledge of:Daily house count and expected arrivals/departures (particularly VIPs).Scheduled daily group activities, names and location of meeting/banquet rooms.
In-house groups.
Local events, attractions, holiday schedules.All Condominium room typesElevator systemsHotel extension numbers.All special requests (DND, screen calls, NRG/Incognito, etc.).All resort features/services, hours of operation.All resort restaurant food concepts, menu price range, dress code and ambiance.All resort room types, numbers/names, layout, appointments, amenities and locations.All resort room rates, special packages and promotions.All resort seasonal/special eventsAll Condominium and Room TypesElevator systemsHotel extension numbers.Room accommodationsAirline reservations, changes, cancellationsTransportation from resort to airport and returnBus/train transportationLimousine reservationsCar rentalsCar repair and servicingCharter flights/rentalsBabysitting servicesBanking/financial servicesBusiness center services/fax or telex services/mailing and delivery servicesInterpretation servicesNotary servicesRestaurant reservations, nightclub activitiesDry cleaning, laundry, alterations, repairsFilm processingSporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilitiesFormal wear rentalsFlowersSalon appointmentsShoe shinesShopping servicesMovie/theater/attraction ticketsSightseeing toursMedical servicesReligious servicesAccept additional tasks, duties and responsibilities as directedSECONDARY JOB FUNCTIONSAssist PBX, Front Desk, Bell Stand, Valet and Reservations as assigned.Provide guest room and resort tours.Legibly document maintenance needs on work orders and submit in HotSOS.
JOB OVERVIEW:To persuade hotel guests to regard favorably our resort’s services and facilities. To develop positive relationships with hotel guests in order to garner loyalty, and increased repeat business.The Guest Experience Manager is responsible for curating guests experience pre-arrival, during stay until departure facilitating inter-departmental communication and being “in the know” as pertains to guest service, guest recognition, and guest request follow-up.While ensuring that all departments are equally informed and prepared to offer proper levels of guest service, the Guest Experience Manager will also:
1) Maintain a major presence in the Lobby/Restaurants/Pool and Beach Areas/Recreation Area to be able to be a main point of contact for all guests; 2) Greet Guests at arrival and assist with any guest introduction to General Manager, Hotel Manager, CEO and Owners of Resort. 3) Actively sell all resort services such as ESPA, F&B outlets, Children program etc. 4) Ensure all guest preferences are set up prior to arrival. 5) Lead the effort to keep the concept of Guest Services fresh, inspiring, and exciting.REPORTS TO:
Director of RoomsSUPERVISES:
Does not have direct reports however indirectly supervises all hotel line staffWORK ENVIRONMENT:All guest service areas.KEY RELATIONSHIPS:Internal:
Staff in Front Office, Sales, Reservations, Housekeeping, Kitchen, Restaurants, Engineering, Security, Accounting, Valet Parking, PBX, Bell, Door, Pool and Beach, Acquamarine and Executive Office.External:
Resort guests/visitors, travel intermediaries and alike.QUALIFICATIONS
Essential:Fluency in English, Spanish, Portuguese (and or English and Russian) both verbal and non-verbal.Excellent face to face and telephone communicator.Excellent writing capabilities and good computer skills.Active in Facebook, Twitter, and Linked-in.Strong persuasive skills and listening skills.Highly customer focused.Ability to set policies but remain flexible when customer’s conditions require.Familiarity with yield management and forecasting.Able to demonstrate success in managing high maintenance and affluent clients/guests.Strong leadership qualities both with customers and employees.2 years’ experience in a similar position in a 5-star style hotel/resort or in Front Office/Sales or /PR position.Ability to: perform job functions with attention to detail, speed and accuracy.Ability to input and access information in the property management system/computers.Prioritize and organize.Be a clear thinker, remaining calm and resolving problems using good judgment.Follow directions thoroughly.Understand guest’s service needs.Work cohesively with co-workers as part of a team.Work with minimal supervision.Maintain confidentiality of guest information and pertinent resort data.Provide excellent customer service at Forbes, AAA and LQA level and maintain a professional demeanor.Desirable:College degree or formal training in the Hospitality Industry.Fluency in 4 key languages in addition to English must speak Portuguese and Spanish language or Russian language.Knowledge of local attractions, services and restaurants and local hot spots hotel guests desire.World centric, well-travelled, enjoyment of literary arts.Previous Customer Service Management.Ability to suggestively sell.Certification in CPR.PHYSICAL ABILITIES
Essential:1. Frequent standing and walking throughout shift.2. Endure various physical movements throughout the work areas.3. Reach overhead and extension up to 30 inches’ complete tasks at different levels.4. Remain in stationary position for up to 8 hours throughout work shift.5. Satisfactorily communicate with guests, management and co-workers to their understanding.Load and unload luggage from point of origin to destination.Lift, transfer and store heavy objects up to 60 poundsOccasional kneeling, pushing, pulling and liftingOccasional ascending or descending ladders, stairs and rampsDesirable:1.
Assists General Manager in managing guest services.ESSENTIAL JOB FUNCTIONS
Curate guest experience pre-arrival to garner ETA/ETD and preferences to create a customized itineraryFollow up to ensure that these steps are taken before guest arrival:
Pre-Arrival communication: via Phone/Email/ZoomNames of all guest traveling are obtained and added in SMSRequested room type and bedding.Housekeeping and in room Dining requests and amenities for notable guests.Allergy and Dietary Restrictions discernedItineraries are printed and available at or prior to check in via email; or preferred method.Billing instructions are correct.Welcome amenities such as LHW gifts are in the room.VIP/resume shared resort wide
Up sell all resort features that have not been booked by the guest yet.Provide guest profiles and resumes to all internal team members/leaders.Attend and lead daily Morning Managers meeting.Meet with key service departments to review business status and follow up actions.Ensure each department will demonstrate a genuine interest and anticipatory remark as a result of preferences maintained and updated on file.Update guest profiles in SMS system. Share information about guest preferences with appropriate department.Guest Experience Manager will ensure all guest are to feel as VIPs.To assist with Front Office Manager on duty responsibilities in the event of staff shortage or business needs.Maintain log of all Guest Preferences complete in guest preferences and other sources such as: SMS/HotSOS/Email alerts/Shift Handovers.Ensure all rooms are properly assigned in the manner most appropriate to maximize value to the guest based on rate, number in party, length of stay, frequency of stay, VIP status, and mostly guest preferences.Maintain established process and procedures of Safety and Sanitation protocols via daily monitoring and recording
Inspect equipment for cleanliness and sanitationEnsure team members/guests/residents/visitors are wearing PPEEnsure Social distancing is being maintainedComplete HotSos ScorecardReport Challenges
Ensure ALL guests are greeted at time of arrival on porte cochere. Notable guests with 10 or more stays will also be met by Hotel Manager and Guest Experience Manager.For guests without a reservation, sell an available room type agreed upon at the prevailing BAR rate on website – Be present for all SAME DAY ARRIVALS or WALK IN BOOKINGSPresent Digital Registration cardVerify registration card information with the guest: Room Type; Dates of Stay; Upgrade if applicable at time keys are being issued.Capture all contact information: Billing Address of card presented; Email and Telephone NumberCapture First Name; Last Name and all contact information of all occupantsEnsure guests self-scan VALID Passport for International Travelers or US Driver’s License or US State issued ID *Refer to D/L booklet in possession of MOD for reference for out of state DL which you may not be familiar with* - -COVID STANDARDPolitely instruct/guide guests to utilize the ID Scanner to Scan their US issued D/L or PassportObtain back-up information & SCAN IDs of all adults scheduled to occupy the room; create shares – Acqualina StandardSwipe credit cards to authorize for guest credit/payment method and input into system; collect cash when designated – Acqualina StandardPolitely instruct/guide guest to self-insert their credit card into the credit card reader to authorize and/ or charge their credit card - COVID STANDARDIssue room keys valid until final departure date (factor stayovers or back to back resrevations, and guaranteed or paid late departures) Acqualina StandardAdvise guest how to utilize the Digital key in the elevator – COVID STANDARDAdvise guest of any messages, mail, faxes, etc. received for them and discreetly issue. Do not
read out loudOffer to escort first time guests, repeat guests, visitors to the elevator or their destination. Acqualina StandardOffer to escort first time guests to the elevator COVID STANDARD –No Resort Tour and No RoomingCommunicate with guest throughout their stay to ensure satisfactionMeet and interact with inhouse guests, provide assistance and ensure satisfactionAscertain guest daily plans to ensure that their experiences in all outlets/areas are seamless. Seek to engage guests and make introductions to outlet managers/staff as they patronize Breakfast, Costa Grill, Pool and Beach decks including Spa pool Deck, Acquamarine Room, Bar areas, Il Mulino, lobby and valet parking.Ensure any guest recovery is done prior to guest check out and communicated to all pertinent parties.Follow up with guest complaints. Send personalized apology cards and amenities if necessary.Ensure every departure is met and graciously thanked for their business.Use guest name at least twice (naturally) in interaction.Accountable for 50% guest repeat business achievement.Ensure resort maintains 93% guest satisfaction ratings and achieve higher rating.Increase guest satisfaction survey completion.Assist with the preparation of guest communication to include in room guest announcements, guest correspondence, survey responses, guest emails, review responses, Written and Verbal Comments.Maintain log of all Guest Preferences complete in guest preferences and other sources such as: SMS/HotSOS/Email alerts/Shift Handovers.Develop Guest Service Initiatives such as: long stay programs, frequent stay programs, and VIP services, and ensure that all involved are informed.Update guest profiles in SMS system. Share information about guest preferences with appropriate department.Implement and run a guest loyalty program together with Sales/ Marketing department to include guest departure gift card. Maintain SOP.Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.Additional duties include but not limited to:Maintain complete knowledge and comply with Rating Organization Standards; Forbes Travel Guide; Leading Quality Assurance; AAA; American Express Fine Hotels and ResortsMaintain complete knowledge of and comply with all departmental policies/service procedures/standards.Maintain complete knowledge of and comply with all Acqualina StandardsCommunicate pertinent information to General Manager and Hotel Manager.Develop and Maintain guest profiles.Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.Maintain positive guest relations at all times.Resolve guest complaints, ensuring guest satisfaction.Monitor Resort’s cleanliness, sanitation and property beautification.Obtain assigned bank and ensure accuracy of contracted monies.
Keep bank secure at all times.Obtain department keys and company telephone; ensure security of such.Access all functions of computer system in accordance with departmental specifications.Review designated in-house guest list and be familiar with guests' names and room locations.Answer telephone within 3 rings, using correct salutations and telephone etiquette.Accommodate all guest requests expediently and courteously.
Follow up with designated resort personnel to ensure completion of request.Coordinate guest requests with Concierge; Guest Experience Curators and designated vendors which may include:Legibly document all pertinent information in guest request log(s).
Monitor and update handover log.Place orders for amenities and coordinate delivery of amenities to designated guest rooms.Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.Assist guests in locating and retrieving lost luggage.Inspect blocked VIP rooms, using the checklist, prior to guest arrival; rectify any deficiencies with respective Department Heads.Maintain and reconcile all related tracking sheets and expenses for associated City Ledgers.Reconcile General Ledgers for the Monthly GL Review and provide feedback to Director of Rooms for the Monthly P&L AnalysisInspect designated arrival rooms and report all deficiencies and/or opportunities.Randomly inspect designated rooms and report all deficiencies and/or opportunities.Escort VIPs upon arrival to their assigned room if discussed as such.
Inform guests of resort services/features and room amenities.Telephone/email newly registered guests in 10 minutes after check-in to establish guest needs and satisfaction.
Follow up on any guest requests.Adhere to all cashiering procedures:Process miscellaneous charges.Maintain complete knowledge of:Daily house count and expected arrivals/departures (particularly VIPs).Scheduled daily group activities, names and location of meeting/banquet rooms.
In-house groups.
Local events, attractions, holiday schedules.All Condominium room typesElevator systemsHotel extension numbers.All special requests (DND, screen calls, NRG/Incognito, etc.).All resort features/services, hours of operation.All resort restaurant food concepts, menu price range, dress code and ambiance.All resort room types, numbers/names, layout, appointments, amenities and locations.All resort room rates, special packages and promotions.All resort seasonal/special eventsAll Condominium and Room TypesElevator systemsHotel extension numbers.Room accommodationsAirline reservations, changes, cancellationsTransportation from resort to airport and returnBus/train transportationLimousine reservationsCar rentalsCar repair and servicingCharter flights/rentalsBabysitting servicesBanking/financial servicesBusiness center services/fax or telex services/mailing and delivery servicesInterpretation servicesNotary servicesRestaurant reservations, nightclub activitiesDry cleaning, laundry, alterations, repairsFilm processingSporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilitiesFormal wear rentalsFlowersSalon appointmentsShoe shinesShopping servicesMovie/theater/attraction ticketsSightseeing toursMedical servicesReligious servicesAccept additional tasks, duties and responsibilities as directedSECONDARY JOB FUNCTIONSAssist PBX, Front Desk, Bell Stand, Valet and Reservations as assigned.Provide guest room and resort tours.Legibly document maintenance needs on work orders and submit in HotSOS.