Proper Hospitality LLC
Guest Experience Manager
Proper Hospitality LLC, Santa Monica, California, United States, 90403
We are seeking a Guest Experience Manager who shares a passion for excellence and who infuses enthusiasm into everything they do. This position has the opportunity to shape guest experiences by providing exceptional knowledge and service in support of the Santa Monica Proper. The Guest Experience Manager reports to the Director of Guest Experience. Work authorization for the location is required.
Position Responsibilities:
Manage all guests, including coordinate and monitor directly between guest and all necessary departments.
Oversee all guest stays; which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them through their stay.
Determine amenities for all guests and coordinate directly with management team.
Review all VIP and Return Guests pertinent details with entire operations team.
Coordinate guest room special requests with operations team; manage VIP arrivals.
Responsible for directing room service amenity servers to ensure appropriate amenity is placed in room prior to guest arrival.
Oversee the curbside arrival of VIP guests and ensuring the doormen, valet runners, and bellmen are attending to the guest’s needs.
Inspecting the housekeeping room attendant and supervisor’s work in the VIP guest rooms to ensure the quality of the room and cleanliness exceeds the guest’s expectations.
Directs and partners with operational leadership to ensure service execution is consistent across all outlets.
Make timely and impromptu decisions, which balance guest’s needs with the financial, safety and staffing goals of the hotel.
Find solutions to the inevitable challenges and glitches that arise while VIP guests are on property and keeping the Director of Rooms and all relevant departments promptly and fully informed of all problems or unusual matters so prompt corrective action can be taken where appropriate.
Comply with Santa Monica Proper's policies and codes of conduct.
To ensure all departments are following up with glitches and that they are doing so in a timely manner.
Perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
The ability to create and execute an action plan to rectify reoccurring Guest Relations glitches.
Lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.
Coordinates all reasonable services a VIP guest may require and anticipate guest needs in order to provide prompt and efficient service.
Assists other departments as required in resolving problems. The ability to handle guest problems and complaints, keeping Front Office Manager well-informed as to problems and action taken.
Acts in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests.
Must ensure room discrepancies are resolved.
The ability to respond properly in any hotel emergency or safety situation.
The ability to perform other tasks or projects as assigned by hotel management and staff.
Must display a high level of integrity and professionalism at all times in dealing with guests and employees.
Schedules guest relations team, manages labor, and approves vacation time for his or her staff.
Update guest profiles with preferences collected throughout their stay.
Ensure long term communication with guest.
Other duties as assigned.
Specific Job Knowledge, Skills, and Abilities:
Leadership experience in handling VIP guests.
Proficiency in computer programs.
Demonstrated accountability.
Excellent organizational, interpersonal, and communication skills.
Ability to work under pressure.
Ability to be flexible in responding to a range of different work situations.
Ability to work collectively and cohesively with a team and across multiple departments.
Education:
High school graduate or equivalent vocational training.
College graduate preferred, with a degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.
Experience:
Minimum 1 year in Guest Services, Front Desk, or related professional area in a leadership role.
Minimum 3 years Hospitality related work experience, preferably in luxury or lifestyle hotels.
Minimum 2 years experience in Project Management.
Physical Demands:
Standing, sitting, and walking are required throughout the shift for extended periods of time.
Must be able to lift, carry, push, pull, and place objects weighing less than or equal to 30lbs.
Work Environment:
Work may be performed in Front Office and Back Office areas, Guest Rooms, and all Public Areas and Outlets.
Other:Due to the cyclical nature of the hotel, colleagues may be required to work varying schedules to reflect the business needs of the operation. Colleagues must be able to work flexible schedules and willing and able to work shifts that may include evenings, nights, weekends, and holidays.
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Position Responsibilities:
Manage all guests, including coordinate and monitor directly between guest and all necessary departments.
Oversee all guest stays; which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them through their stay.
Determine amenities for all guests and coordinate directly with management team.
Review all VIP and Return Guests pertinent details with entire operations team.
Coordinate guest room special requests with operations team; manage VIP arrivals.
Responsible for directing room service amenity servers to ensure appropriate amenity is placed in room prior to guest arrival.
Oversee the curbside arrival of VIP guests and ensuring the doormen, valet runners, and bellmen are attending to the guest’s needs.
Inspecting the housekeeping room attendant and supervisor’s work in the VIP guest rooms to ensure the quality of the room and cleanliness exceeds the guest’s expectations.
Directs and partners with operational leadership to ensure service execution is consistent across all outlets.
Make timely and impromptu decisions, which balance guest’s needs with the financial, safety and staffing goals of the hotel.
Find solutions to the inevitable challenges and glitches that arise while VIP guests are on property and keeping the Director of Rooms and all relevant departments promptly and fully informed of all problems or unusual matters so prompt corrective action can be taken where appropriate.
Comply with Santa Monica Proper's policies and codes of conduct.
To ensure all departments are following up with glitches and that they are doing so in a timely manner.
Perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
The ability to create and execute an action plan to rectify reoccurring Guest Relations glitches.
Lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.
Coordinates all reasonable services a VIP guest may require and anticipate guest needs in order to provide prompt and efficient service.
Assists other departments as required in resolving problems. The ability to handle guest problems and complaints, keeping Front Office Manager well-informed as to problems and action taken.
Acts in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests.
Must ensure room discrepancies are resolved.
The ability to respond properly in any hotel emergency or safety situation.
The ability to perform other tasks or projects as assigned by hotel management and staff.
Must display a high level of integrity and professionalism at all times in dealing with guests and employees.
Schedules guest relations team, manages labor, and approves vacation time for his or her staff.
Update guest profiles with preferences collected throughout their stay.
Ensure long term communication with guest.
Other duties as assigned.
Specific Job Knowledge, Skills, and Abilities:
Leadership experience in handling VIP guests.
Proficiency in computer programs.
Demonstrated accountability.
Excellent organizational, interpersonal, and communication skills.
Ability to work under pressure.
Ability to be flexible in responding to a range of different work situations.
Ability to work collectively and cohesively with a team and across multiple departments.
Education:
High school graduate or equivalent vocational training.
College graduate preferred, with a degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.
Experience:
Minimum 1 year in Guest Services, Front Desk, or related professional area in a leadership role.
Minimum 3 years Hospitality related work experience, preferably in luxury or lifestyle hotels.
Minimum 2 years experience in Project Management.
Physical Demands:
Standing, sitting, and walking are required throughout the shift for extended periods of time.
Must be able to lift, carry, push, pull, and place objects weighing less than or equal to 30lbs.
Work Environment:
Work may be performed in Front Office and Back Office areas, Guest Rooms, and all Public Areas and Outlets.
Other:Due to the cyclical nature of the hotel, colleagues may be required to work varying schedules to reflect the business needs of the operation. Colleagues must be able to work flexible schedules and willing and able to work shifts that may include evenings, nights, weekends, and holidays.
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