Guest Experience Manager
Guest Experience Manager
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Job Description
TheDoubleTree by Hilton Miami Airport Convention Centeris seeking an experienced Guest Experience Manager to join our team. This position is 100% on-site no remote work.
The DoubleTree by Hilton Hotel Miami Airport Convention Center is conveniently situated just south of Miami International Airport off the Dolphin Expressway adjacent to the Blue Lagoon Business District. The hotel features 334 guestrooms onsite dining fitness room outdoor pool business center complimentary High-Speed Internet Access 24000 square feet of retail space 20000 Square feet of Hotel Meeting and Function Space and a Convention Center with 152000 square feet of meeting event and exhibit space.
This position will be an exempt position ranging from $65000 - $75000 and will report to theAssistant General Manager and the General Manager.
The Guest Experience Manager is responsible for responsible for assisting the Front Office Manager while providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy. They will provideexceptional service and a positive impression of the hotelby building memorable connections with all guests. This positionhas a direct impact on the overall guest experience and is responsible for ensuring 100% satisfaction for the entire duration of a guests Guest CareManager is responsible for driving all of the Hotels Benchmarks for Digital Key Kipsu and Brand Audits/Stay Score Metrics are meeting Brand Standards Acceptable Range or Higher. This position will lead the hotel efforts in liaison with the Front Office Team Tthe General Manager. Will also be responsible for running shifts at the desk on AM/MID/PM and Overnight.
Job Responsibilities:
- Will Work Front Desk Shifts and must be open to working AM MID PM and Overnights as needed with 7 Day a week schedule including weekends.
- Attends to customer complaints resolving matters with customer satisfaction in mind.
- Ensures all guest contact is courteous informative and thorough.
- Responsible for accurate check-in/check-out procedures.
- Maintains an inventory of vacancies reservations and room assignments.
- Compiles daily record sheets guest accounts receipts and vouchers.
- Maintains knowledge of all hotel services and local activities to respond to inquiries accurately.
- Handles guest inquiries and special requests with promptness following up as necessary.
- Ensures that Housekeeping cleans all rooms prior to issuing keys.
- Works closely with other departments to ensure that all complimentary and high-end amenity offerings provided are consistent with the agreed upon arrangements.
- Participates in recruiting hiring and training including Orientation and the Brand Required Service Trainings .
- Participates in scheduling and coordinating breaks for hourly associates.
- Ensures the safety and security of hotel premises and property while acting as MOD.
- Oversees day-to-day activities of the guest services department.
- Enforces all company policies and standard operating procedures.
- Performs additional related duties as requested by a manager at any time.
- Two years of prior hotel front desk experience in a select service or full-service hotel required. Marriott all encounters with guests and employees in a friendly service-oriented manner.
- Maintain regular attendance in compliance with AFP Management standards as required by scheduling which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming which include wearing the proper uniform and nametag when working.
- Always comply with AFP Management standards and regulations to encourage safe and efficient hotel operations.
- Always maintain a friendly and warm demeanor. Ensure that employees are always attentive friendly helpful and courteous to all guests managers and fellow employees.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. Monitor all VIP and special guest requests. Review Front Office log and Trace File daily. Fully comprehend and operate all relevant aspects of the Front Desk computer system.
- Ensure logging and delivery of all messages packages and mail in a timely and professional manner.
- Be aware of all rates packages and promotions currently underway as listed in the Red Book.
- Be familiar with all in-house groups. Be aware of all closed out and restricted dates.
- Follow and enforce all AFP Management International hotel credit policies.
- Be able to complete and ensure that a proper bucket check room rate verification report and housekeeping report have been accurately done and filed.
- Maintain proper operation of the P.B.X. console and ensure that all standards are met if applicable.
- Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
- Assist the FOM in ensuring that employees are following and maintaining standards (i.e. answering phones callbacks to guests guest request log).
- Have knowledge of and assist in all emergency procedures as required.
- Oversee and ensure that all guests are checked in/out in a friendly efficient and courteous manner.
- Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
- Responsible for issued house bank.
- Be able to perform all duties of Guest Services Agent. Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
- Monitor key control to maintain hotel security.
- Ensure the maximization of room revenue through Rooms Merchandising.
- Answer all guest inquiries in a timely and professional nature.
- Be involved in departmental meeting planning and execution. Help maintain productivity levels at or above budgeted standards.
- Assist in training and cross training of new hires and current employees on a regular basis. Attend meetings/training as required by management.
- Perform other duties as required by management.
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must be able to multitask.
- Must be able to show initiative in job performance including anticipating what needs to be done before it becomes a necessity.
- Must routinely meet deadlines.
- Must be effective in handling problems in the workplace; including anticipating preventing identifying and solving problems as necessary.
- Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the need.
- Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.
- Must be able to work with and understand financial information and data and basic arithmetic functions.
Qualifications/ Skills:
- At least 4 year previous manager experience required within a Branded Full Service Hotel preferred Hilton Doubletree or Hilton Full Service Front Office experience.
- High School Diploma or GED is required. Bachelors degree and career interest within the hospitality field is preferred.
- Basic computer skills with proficiency in Microsoft Office required. Knowledge of Marriott Marsha PMS GXP and Medallia. .
- Must be energetic and maintain a positive attitude.
- Must be able to work a flexible schedule including Days Nights Weekends and Holidays.
- Cash handling and customer service experience required.
- Must be positive energetic and a strong leader.
- College course work in related field helpful. Previous supervisory responsibility preferred
- Must have a valid driver license for the applicable state.
- Flexible and long hours sometimes required.
- Light work -Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently or constantly to lift carry push pull or otherwise move objects.
- Ability to stand during entire shift.
The DoubleTree by Hilton Miami Airport Convention Center offers Medical Dental Vision a 401k plan Hilton travel benefits free lunch and parking.
The DoubleTree by Hilton Miami Airport Convention Centerisan equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. M/F/V/D
Required Experience:
Manager
Employment Type
Full-Time
