Guest Experience Manager

BCC Hospitality Services LLC•Miami, FL

About The Position

Here at EAST Miami, we don't do ordinary things. We thrive on the different and the exciting, and yes perhaps a little quirky and without doubt, fun. With a dynamic culture and an open door for your feedback, you're not just filling a role — you're owning it. We provide the training and the freedom for you to flourish, with leaders who support and encourage you. The difference is you. Everyday is a fresh page in our collective story. Ready to join us at EAST Miami? EAST isn’t here for those who follow the crowd, but for the curious, the creative, and the sustainability-minded, seeking fresh alternatives to live, work, dine, and play. Welcome to EAST, a different take on hospitality in tune with changing mindsets. Job Overview This role Manages the Guest Experience team to create authentic and memorable experiences for our guests that distinguish us from other hotels. We prioritise our guests in every aspect of their journey with us. Those who are passionate about meeting new people, making a spontaneous impression, and think out of the box will enjoy this role.

Requirements

Minimum 2 years of Supervisor experience
Able to work a flexible schedule, including weekends and holidays
Strong interpersonal and communications skills, outgoing and people orientated. Excellent command of both written and spoken English. Proficiency in a second language would be a definite advantage

Nice To Haves

Used HMS, HotSOS, REX systems in the past
Knowledge of the local area, roadways, and services
Speaks more than one language

Responsibilities

Ensures efficient guest registration, check out and telephone service.
Observes Guest Experience Host and ensures that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.
Directs and trains front office staff. Assists in new-hire and on-going training. Directs and assists guest experience team members and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
Ensures all necessary reports and forms are completed daily
Liaise with other departments and necessary outside contracts to ensure excellent service delivery
Handle all guest complaints and inquiries in a courteous and efficient manner

Benefits

Dine at our team Canteen and save on meals!
Enjoy COMPLIMENTARY room nights at all of our hotels b’cause, who doesn’t love to travel?
Benefit from comprehensive medical, dental, vision benefits, along with annual medical check-ups.
Enjoy discounts at our restaurants and bars.
Speak up & put your own ideas into actions. Think differently!
Discounted transportation passes and parking nearby.
Enjoy an annual paid Fun Leave, a day dedicated of having a blast!

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