Description

Supervisory Responsibilities: Directors of Guest Experience

Essential Duties and Functions/Responsibilities/Tasks:

· Set goals for performance that coincide with Heritage's plans and vision.

 · Assign, train, mentor and direct staff to carry out the exceptional guest experience and foster an environment for employees to be successful in performance, and further feel engaged and valued. 

· Design and implement new programming to be introduced at hotel properties

· Responsible for designing Guest Experience program.

· Monitor the interview and selection process Directors of Guest Experience

· Ensure the guest experience is positive and memorable, assist teams in responding to service recovery issues in an urgent and friendly manner

· Continuously train, coach and monitor high standards of teamwork and guest service delivery by employees within each property

· Drive morale positively as the accountable party to be present and visible to guests and team members.

· Interact with guests and team members and on a frequent basis to obtain feedback of their experiences on property; utilizes guest feedback to recognize excellent front of house service performance and improve service delivery.

· Perform interview, hire, disciplinary, and termination actions when necessary for team members.

· Manage all aspects (including challenges) of systems related to guest experience.

 · Maximize room revenue by reviewing occupancy status daily; ie analyze rate variables, monitor approved checklists, credit reports, house accounts, flash reports, allowances, etc.

· Resourcefully solve any issues that arise and seize control of any problematic situation.

· Maintain standards of personal appearance and grooming.

· Focus the guest experience team on their role with contributing to the guest service and audit scores.

· Monitor and process special requests.

· Other duties as assigned consistent with the functions of this position as needed

Requirements

· Proven leadership experience in a hotel setting required, with a passion to provide exemplary guest service.

· 2-3 years or equivalent combination of education and experience; high volume guest-interfacing hospitality experience a must.

· Must be a passionate people person, as this job is highly interactive and requires superb customer service skills.

· Friendly and warm demeanor, excellent verbal and written communication and ability to multitask while maintaining poise.

· Strong knowledge of hospitality software and MS Office required.

· Ability to work on feet for eight hours or more.

· Must be able to lift/push/reach for/carry 25 pounds occasionally.

· High school diploma or equivalent experience/training required; some college preferred.