Guest Experience Manager

Hilton Garden Inn Pittsburgh University Place•Pittsburgh, PA

4d•Onsite

About The Position

Generates and provides an upscale and authentic experience for guests while maintaining consistent communication with the operations team. Supplies guests with relevant information and ensures all requests are met according to established brand standards.

Requirements

Five years of previous customer service experience or equivalent training required.
Knowledge of PMS systems preferred.

Nice To Haves

High School diploma or equivalent preferred.

Responsibilities

Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards.
Manage the resolution process for all guest complaints and service recovery.
Serve as the point of contact for escalated complaints.
Manage the Loyalty program, including delivering amenities to members at arrival.
Serve as the point of contact for all groups and meetings.
Communicate with sales, front office and reservations in order to coordinate and monitor guest room blocks and special reservation needs.
Work to continually improve Guest Voice scores through establishing good rapport with clients and being readily available for guests during conferences.
Register and assign VIP guests to hotel rooms.
Make and confirm reservations and respond to guest requests in a timely manner.
Be fully aware of guest satisfaction scores and work primarily toward increasing overall guest satisfaction and respond to all outlets in a timely fashion.
Coordinate multiple events per year that follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
Ensure overall guest satisfaction.
Perform other duties as requested by management.