MUIR Guest Experience - Guest Experience Manager

The Armour Group Limited•Halifax, NS

1d•Onsite

About The Position

MUIR Hotel is seeking a Guest Experience Manager (MOD) to join their team. This role supports the strategic direction and daily operations of the Front Office team, leading and inspiring them to deliver exceptional guest service. The goal is to ensure every guest moment is thoughtfully considered and impeccably delivered, providing a unique experience. The position is located in the heart of the Queen’s Marque district on the Halifax waterfront.

Requirements

A minimum 3 years’ experience in Hospitality, preferably in a luxury environment
A minimum of 2 years’ Customer Service experience
Motivated, high performance team player
Ability to work in a fast-paced environment
Excellent communication and customer service skills
Organized with exemplary attention to detail
Demonstrated initiative, and the ability to work with minimal supervision
Ability to maintain high service levels under pressure
Must be able to stand and walk for extended periods of time throughout shift
Strong attention to detail and time management skills
A sincere desire to provide the utmost in guest service

Nice To Haves

A Hospitality or Business Degree is preferred

Responsibilities

Meeting with guests and provides outstanding customer service to all guests, owners, and visitors of the hotel
Being aware of special owner VIP relationships within the local Nova Scotian community or international community
Ensuring exceptional guest services are provided to guests and owners in a friendly, proactive and efficient manner with appropriate follow-up as necessary
Developing and managing a comprehensive guest history programme that facilitates the consistent delivery of anticipatory service
Developing and maintaining strong guest relationships to ensure Muir loyalty
Coordinating with FOM in preparing for the entire guest experience from check in to check out and everything in between
Preparing for guest arrival by co-ordinating with Housekeeping department
Working with Revenue Manager in preparing for future stays of regular guests
Working with GM, sales team and marketing to develop innovative actives and promotional events
Having a deep understanding of all essential aspects of Muir operations
Continuously building an extensive knowledge base of local area restaurants, shops, attractions, transportation options, and airports
Maintaining a positive and professional relationship with all vendors and merchants
Supporting operations partners and vendors delivering communication to managers and guests on a daily basis
Supporting the marketing and sales department with administrative tasks
Maintaining inventory and stock of supplies, brochures, and collateral
Holding and delivering correspondence to the front desk for guests prior to arrival
Providing pre-arrival support for guests arriving on packages
Facilitating communication with guests and follow up in case of service issues
Acting as the site liaison for the services and sales center
Working collaboratively with all Muir associates and resources
Ensuring a clean and safe working environment, and actively participate in health and safety initiatives
Is a leader for Quality metrics across the Front Office
Fostering and promoting a cooperative working environment, maximizing productivity and employee morale
Providing exemplary leadership in the area of customer service and customer interaction
Inspecting grooming and attire of staff and ensure that it is impeccable; rectify any deficiencies
Training employees on the Hotel's products & services so as to fully serve guests
Such other related duties and responsibilities as may be required from time to time