Guest Experience Host
Kelly Slater Wave Company•Lemoore, CA
•Onsite
About The Position
The Guest Experience Host is responsible for championing the guest experience for all groups from beginning to end. The position will act as the liaison between the Guest and the Guest Experience team and be the primary point of contact throughout all experiences. The Guest Experience Host is an extension of the guest experience process prior to arrival and relay the needs of the guests while they are on site to the operational teams. The position will work closely across all departments to ensure a smooth operational flow and the guest’s needs are being met.
Requirements
- Previous experience in a resort or hospitality setting
- Outstanding interpersonal and presentation skills for interactions between guests and staff members.
- Demonstrate ability to work with all levels of employees and management, and willingness to give assistance to co-workers
- Prioritize and organize work assignments, have timely follow up and execution.
- Have superb time management skills.
- Maintain complete knowledge of all services/features and hours of operation and be able to communicate them clearly to guests and staff.
- Ability to comply with physical demands as outlined below.
- Knowledge and understanding of Surf Ranch and WSL culture & initiatives
- Technologically sound with Microsoft Office applications.
- Must be able to maintain a flexible work schedule.
- Clean drivers record
- California Commercial Driver's License with a Passenger Endorsement (in good standing and clean driving record)
- Exceptional work ethic
- Exceptional attention to detail
- Optimism and energy for the brand and its future
- An open and collaborative nature
- Strong team player
Responsibilities
- Acting as the main point of contact from the time a group arrives on site until they depart
- Coordinate with Guest Experience team to gather information for upcoming experiences
- Welcome all arriving guests to Surf Ranch
- Champion the collateral creation process including but not limited to guest itineraries, site maps, welcome videos, etc.
- Ensure guest satisfaction and keep open lines of communication with group lead and other group stakeholders
- Relay information to the appropriate team to ensure a smooth-running operation
- Be the liaison for all operational teams on site and relay the proper information to decision makers
- When daily itinerary becomes adjusted ensure communication down to all teams and ensure clear communication to guests on any changes
- Attend operational meetings as necessary
- Coordinate with on-site facilities teams as needed based on guest requests and needs
- Communicate all maintenance requests and ensure resolution for any guests on site
- Coordinate with team daily to ensure all required guest items are completed and a seamless arrival process can be created
- Work with culinary team to ensure satisfaction for all upcoming groups based on group make-up, requests, and knowledge as the point of contact
- Activate spaces around the property as needed and act as a host to the group while they occupy said space
- Gather and memorialize any data from groups such as requests, preferences, etc.
- Ensure Run of Show is being completed and is accurate. Ensure Run of show is available to all team members
- Build, compile, and track guest profiles to ensure return guest satisfaction
- Act as support when needed for front line Hospitality team
- Perform the welcome presentation daily for all arriving groups
- Perform property tours as required
- Check in all guests to their lodging accommodations
- Ensure the itinerary is distributed to all group members
- Have an intricate knowledge of each day and ensure the flow for the group works
- Have the ability to mediate guest complaints and relay information for resolution
- Accommodate guest needs as requested
- Ensure all pre-arrival information is complete and if it is not gather all information required
- Own the welcome shack and ensure presentation, cleanliness, and all other standards are upheld
- Assist in any projects applicable to further the guest experience
- Perform guest transport to/from property, and around property
- Assist in coordinating flow of guests on and off of the property
- Any other job duties as assigned
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
