Assistant Guest Experience Manager
About The Position
Join our team as Assistant Guest Experience Manager and become one of the authors of our story. As part of the Auberge family, you will be responsible for curating unique and personalized experiences that create truly memorable stays for our guests. The ideal candidate is accomodating, well organized, creative, and able to confidently interact with our guests in a warm and welcoming manner. He or she will be adaptable to business demands and have a natural focus for customer service excellence. This role will at times require advanced problem solving to quickly resolve any guest concerns to the guests satisfaction. Support Concierge Manager in overseeing all Suite, Residence, and VIP bookings prior to arrival and while on property. Greet selected guests upon arrival ensuring personalized and exceptional service. Coordination between all departments to ensure VIP guest needs are met & exceeded. Must be proficient in computer skills and have prior hotel management experience. Oversee the concierge team, pre-arrival, and guest experience teams. Responsible for handling and follow up of guest complaints and concerns quickly. Complete weekly schedules, adjusting to business volume as needed. Maintain accurate payroll records. Assist in creation and implementation of new service standards. Executes training of new/existing team members to improve upon and maintain exceptional service standards. Will adhere and follow all departmental policies, standards, and provide exceptional service. Will execute excellent email, departmental and pre-shift communications. Must display organizational excellence and adaptability to business demands. Lead the team in the absence of a department head.
Requirements
- Must be able to speak, read, write and understand English.
- Computer literacy in Microsoft Window applications required.
- At least 2 years of Guest Service/Front of House/ or related discipline and leadership experience required.
- High school or equivalent education required.
Nice To Haves
- Working knowledge of Property Management system Opera & ALICE Suite are assets.
- Bachelor’s Degree preferred.
- First Aid certification an asset.
Responsibilities
- Support Concierge Manager in overseeing all Suite, Residence, and VIP bookings prior to arrival and while on property.
- Greet selected guests upon arrival ensuring personalized and exceptional service.
- Coordination between all departments to ensure VIP guest needs are met & exceeded.
- Oversee the concierge team, pre-arrival, and guest experience teams.
- Responsible for handling and follow up of guest complaints and concerns quickly.
- Complete weekly schedules, adjusting to business volume as needed. Maintain accurate payroll records.
- Assist in creation and implementation of new service standards.
- Executes training of new/existing team members to improve upon and maintain exceptional service standards.
- Will adhere and follow all departmental policies, standards, and provide exceptional service.
- Will execute excellent email, departmental and pre-shift communications.
- Must display organizational excellence and adaptability to business demands.
- Lead the team in the absence of a department head.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
