Guest Experience Manager

About the role

The Guest Experience Manager is responsible for the management and day-to-day operations of the Concierge department and overall Guest Experience at Montage Palmetto Bluff. This is an integral position held accountable for the seamless movement of guests in the hotel and around the resort. The Guest Experience Manager is flexible, proactive, resourceful, efficient, and always acts with a high level of professionalism.

Responsibilities

• Effectively leading and managing the Guest Experience team
• Guaranteeing that staff is adequately briefed on pertinent information regarding arrivals, VIP's and daily group activities
• Creating and maintaining positive rapport and relationships with local community leaders and vendors alike
• Staying informed of the latest offerings within the community to guarantee the guest experience is exceptional
• Ensuring excellent customer service is provided to guests throughout their stay
• Selecting, training, and scheduling front desk Associates
• Maintaining new procedures for Guest Experience operations that improve processes and communication
• Ordering supplies and maintaining an appropriate level of inventory
• Communicating and developing Front Desk and Concierge Associates to ensure all standards are met on a consistent basis
• Performing additional duties as assigned that may be outside of the normal scope based on business needs

Qualifications

• College degree preferred
• 2 to 3 years leadership experience in a luxury hotel
• Exceptional guest recovery skills
• Enjoy interacting with people in a fast-paced environment
• Excellent organizational and time management skills
• Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
• Knowledge of Opera, Alice, Medallia, Midas preferred
• Must possess a positive attitude
• Must be willing to participate in a learning environment
• Must integrate company values throughout all interactions
• Must be able to quickly adapt and effectively use new software products
• Must be dependable and available to work within the resort on weekends, nights and/or holidays based on business demands

Physical Requirements

• Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours in length
• Must be able to bend, stoop, squat and stretch to fulfill tasks
• Must be able to lift up to 35 lbs on a regular basis
• Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing