Summary
Assistant Guest Experience Manager
Compensation Benefits
Pay: Salary position ranging from $66,560 - $79,400
Medical, Prescription, Dental and Vision Insurance
Paid Time Off – Vacation, Sick, New Child Leave and Personal Day
Paid Family Bonding Time and Adoption Assistance
401(k) w/ company discretionary match
Employee Assistance Program - free counseling sessions annually for you and your household members
Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more
Employee Dining Discounts
Complimentary Employee Meal
Employee Stock Purchase Plan
Educational Reimbursement Opportunities
Free Parking
12 Complimentary Room Nights Any Hyatt
Hyatt Family/Friend Room Discounts
Referral Bonuses
Uniform
What you'll be doing in this role
The Assistant Guest Experience Manager will have oversight of the front office department which may include bellmen and concierge. This position will also have duties that include cash control for agents, staffing needs, and guest services. Additional responsibilities may include training, staff development, and scheduling. This is a highly visible role within the hotel and offers the opportunity to provide the highest level of guest satisfaction at Hyatt.
Guest-Facing Service Management
Provide warm, professional demeanor while greeting and welcoming guests and providing exceptional guest service throughout their stay
Check in and check out guests efficiently, ensuring accurate billing and payment processing
Respond to inquiries and provide information about hotel amenities, local attractions, and dining options to enhance the guests’ stay
Handle guest complaints and resolve issues promptly and tactfully, ensuring guest satisfaction is maintained at all times
Provide exceptional telephone etiquette when handling incoming calls and directing them to the appropriate departments
Monitor all guest facing areas keeping clean and organize utilizing the Hotel Style guide.
Participate of pre-cons and other internal group meetings
Employee Relations
Coordinate with various departments to fulfill guests’ requests, ensuring all needs are promptly met
Collaborate with housekeeping team to ensure rooms are prepared and ready for guest arrivals
Communicate effectively and work as a team with the entire guest experience team
Communicate effectively standards and expectations to all employees through trainings and pre-shifts
Coach and Counsel the team as necessary
Assist Front office manager monitor hours worked daily (Kronos and productivity)
General/Miscellaneous
Maintain a clean and organized front desk area
Upsell higher room categories as well as promoting hotel services and packages to enhance the guest experience and increase revenue
Be able to monitor hotel inventory and act if need
Supporting Front office Manager maintaining continues communication with guests – Especially Elite member
Supporting Front office Manager monitoring and following up guest experiences surveys (Medallia and We care)
Possess strong leadership, communication and relationship skills
Support senior leadership by developing and assuming management responsibilities
Leads other colleagues by coaching, giving direction and may include training, scheduling, payroll and interviewing, and resolving guest complaints
All other duties as assigned by manager
In an ideal world, you have:
Previous hotel front desk supervisory experience of one year strongly preferred
Ability to work a flexible schedule
A true desire to satisfy the needs of others in a fast-paced environment
Refined written and verbal communication skills
Must be able to work a flexible schedule, including weekends and holidays
Highly organized, self-motivated, and flexible, with the ability to manage multiple priorities under time constraints
Ability to listen, communicate, and make connections
Excellent computer competency (e.g. well versed in PC and/or Mac-based MS Office)
Ability to work with confidential information
Creative problem-solving and critical decision-making skills
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Qualifications
ENVIRONMENTAL AND/OR PHYSICAL REQUIREMENTS
Ability to perform the essential job functions consistently, safely and successfully with federal, state, and local standards
Must be able to lift and carry up to 35 pounds
Ability to stand and/or sit for prolonged periods of time
Ability to physically maneuver through work areas; bend, lift, carry, reach/extend arms, and hands above shoulder height frequently, climb stairs and steps, or otherwise move in a constantly changing environment
KEY COMPETENCIES
To have a positive impact, taking responsibility and initiative to resolve issues, always clearly communicating with leadership team and team members
To be decisive, accepting responsibility for making things happen, thinking ahead, and developing contingency plans
To be an active listener, remaining present and open, providing verbal, non-verbal, and supportive feedback, and showing our respect and empathy with one another
To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your performance
To be flexible, responding quickly and positively to changing environments
To maintain high team focus via cooperation and support to other team members in the pursuit of department goals
Hyatt is proud to be an Equal Employment Opportunity employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.