The Guest Experience Manager is an experienced and reliable individual. This person will be heavily involved in operations work and will be responsible for performing a number of different duties. The ideal candidate is highly self-motivated, flexible, and excited to learn many different roles at Bowline Hotel and The Knot Bar. The Guest Experience Manager will collaborate with the GM, Kitchen Manager, and Accommodations Manager. They will step in operationally where necessary, across all departments on the property, to ensure excellent guest experience. 

Duties Responsibilities

• Responsible for creating a positive work environment for the team, being a good leader, and fostering teamwork amongst their team members. 
• Troubleshoot, de-escalate and make appropriate decisions for the operations as needed
• Assist with resolving guest complaints and issues and find improvement areas to the guest experience.
• Controls day-to-day operations to ensure company goals are met
• Operational shifts are focused on guest services and serving/bartending, but may need to jump into other departments as needed
• Clearly and appropriately escalate and communicate issues through correct channels.
• Identify hiring needs and facilitate ongoing training/team development
• Execute and assist in meetings with staff and managers
• Identify and communicate facilities needs/improvements
• Complete general ordering needs
• Implement ideas and strategies to meet budget and increase revenue goals
• Complete the Weekly Bar Inventory and ensure proper levels are being met
• Place Weekly Bar Orders to meet business levels and Bev Cogs
• Enter Beverage Invoices Weekly
• Print menus up to date with any beverage changes
• Ensure that the Liquor Room is kept in order and in code

• Effectively communicate and enforce all policies and operating matters to staff

• Assure that opening, shift change, and closing checklists are completed
• Ensure compliance with laws and Company policy. 
• Respond to emails promptly each day you work
• Assist GM with employee performance reviews
• Other duties as assigned by GM.

REQUIREMENTS

• Work on property 35-45 hours per week
• Expected to be present during peak periods including but not limited to holidays, nights, and weekends.
• Arrive on the property on time and ready for your shifts
• Be reasonably available to staff by phone
• Respond to work-related communications [Slack] in a timely manner each day you work
• Deescalate issues as they arise (staff and guests)
• At all times communicate in a respectful manner

Qualifications

• Must have direct staff management experience.
• Must have 2 years of customer service experience in food and beverage
• Hotel experience a plus 
• Knowledgeable with various hotel systems preferred: PMS, CRM, POS 
• Patience and problem-solving skills are necessary to effectively do this job
• Must possess strong leadership skills
• Must possess exceptional skills in training and staff development
• Responsible and detail-oriented
• Strong organizational skills
• Good communication skills
• Flexible and adaptable to changes
• Valid driver's license
• MAST certificate
• Food Handlers Card