AC Guest Experience Lead

Schulte Hospitality Group•Falmouth, MA

2d•Onsite

About The Position

AutoCamp is seeking a dynamic, service-oriented Guest Experience Lead to join our team! AutoCamp is a lifestyle hotel brand that is changing the way people experience the great outdoors. We provide an upscale, hassle-free, and comfortable experience in the world's top outdoor destinations -- we call it Outdoor Hospitality. If you consider yourself a creative problem solver who always finds a way to get it done, we invite you to apply to AutoCamp to join our adventure. What's in it for you? When you join AutoCamp you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! AutoCamp provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to: Work Today, Get Paid today, with Daily Pay! Free Telemedicine and Virtual Mental Health care access for All Associates starting day one! Multiple Health Insurance and Life Insurance options 401k Plan + Company Match Paid Parental Leave Paid Time Off Holiday Pay Pet Insurance Employee Assistance Program Marketplace Discounts on event tickets, electronics, gym memberships + more! Our Company: AutoCamp is a division of Schulte Hospitality Group, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants. SUMMARY The Guest Experience Lead greets and welcomes guests to Autocamp and helps to make them feel comfortable in the environment and create a memorable stay. This position will act as a daily shift leader to support the Front Desk and any issues that arise. They will help to create an exceptional guest experience for all guests by partnering with the Guest Experience Team and Operations Manager. They are also responsible for monitoring the inventory of rooms, resolving reservation issues, billing issues, and the cleanliness of the Front Desk and surrounding areas. This position will respond to inquiries and problems in an efficient, courteous, and professional manner to ensure total customer satisfaction.

Requirements

2+ years of experience in hotel front desk or supervisory hospitality roles.
Proficiency in PMS and POS systems.
Strong leadership, communication, and organizational skills.
Ability to manage multiple priorities across departments.
Comfortable working flexible hours, including nights, weekends, and holidays.
Be well groomed and have a keen sense of style and an appreciation for good design.
Practice thoroughness and an attention to detail.
Possess excellent and attentive customer service.
Be a creative problem solver who can find solutions when issues arise.

Nice To Haves

Customer service background.
College degree in hospitality, business administration or similar.
Ability and comfort in working with cloud-based applications; knowledge of Google Suite products preferred.
Strong relational skills
Thoroughness and an attention to detail
Excellent and attentive customer service

Responsibilities

Greet and welcome guests by speaking in a warm, friendly, and courteous manner.
Daily shift leader managing the Front Desk and supporting the Operations Manager.
System Matter Expert in the Property Management System for Front Desk and Transient Guest Billing.
Oversee registration and accommodation assignments, helping with special requests when needed and possible.
Guide guests with check-ins/check-outs in an efficient and friendly manner, and in accordance with Autocamp's policies.
Collect and distribute messages for guests.
Pre-register, block, and take same-day reservations; and when necessary future reservations follow hotel rate structures, discounts, and sell strategies.
Resolve guest complaints and assist with inquiries that relate to Autocamp's services, events, directions, local attractions, etc.
Assist with resolving billing discrepancies.
Perform cancellations according to procedures.
Monitor front desk office supply inventory, and notify Operations when orders need to be placed.
Carry out the property Lost and Found process for the Guest Experience Department.
Assist the department with covering/working last-minute call-offs.
Support and help with the Food & Beverage operation when needed taking and ringing in orders.
Monitor the kitchen for cleanliness and adherence to food and drink safety laws.
Helping cook and serve meals and beverages when necessary.
Perform any other duties as requested by the Supervisor.

Benefits

Work Today, Get Paid today, with Daily Pay!
Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!
Multiple Health Insurance and Life Insurance options
401k Plan + Company Match
Paid Parental Leave
Paid Time Off
Holiday Pay
Pet Insurance
Employee Assistance Program
Marketplace Discounts on event tickets, electronics, gym memberships + more!