Guest Experience Manager

SH Hotels • New York, NY

41d

About The Position

As a luxury lifestyle hotel brand inspired by nature, we cultivate the best of eco-conscious design and sustainable architecture, together with extraordinary comfort and an unrivaled level of service. We are inspired by a simple idea: those that travel the world also care about it. Our hotel upholds this vision by channeling nature through design and culinary partnerships, while connecting with the local community and taking sustainable steps to make a big difference. We have an opportunity for a service-minded Guest Experience Manager to lead and inspire our great-natured service team. It's a role in which you'll be constantly interacting with guests, whether you're welcoming them from across an ocean or just around the corner. And you'll be teaching others to do the same, so leading by example is everything in this role. Work with all operational departments to maximize guest engagement and seek out opportunities for guest-centric experiences throughout the hotel and partner with operational departments to ensure flawless execution.

Requirements

• Passionate about hotel operations and guest service with a minimum of 2 years of similar work experience.
• Excels at communication, both verbal and written.
• Is flexible and willing to meet the demands of a 24-hour operation.
• Prior experience in a quality luxury hotel brand.

Responsibilities

• Serve as hotel ambassador for Redwood (VIP), long stay, special attention and celebrity guests.
• Contact guests prior to arrival to determine needs, preferences and opportunities to personalize the guest's stay.
• Communicate vital guest information to applicable operational departments.
• Coordinate pre-arrival requests and amenities for incoming guests, ensuring all requests are prepared and the room is ready prior to arrival.
• Greet guests upon arrival and coordinate with operational departments to ensure a seamless guest experience.
• Review guest comments, guest satisfaction results and other data to identify areas for improvement.
• Oversee management of guest feedback and post stay communication, responding to and handling guest opportunities and challenges.
• Customize opportunities and experiences for guests above and beyond operational standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation
• Education Level: No Education Listed