Job Summary:

The Guest Experience Manager’s purpose is to direct all phases of the hotel’s guest service and front of house operations, providing a superior service and product to the hotel’s guests. The Guest Experience Manager commands every aspect of the guest journey, from the guest’s arrivals to after their departure, ensuring our hotel’s experience is unique and consistent, and exceeds our guest’s expectations. This role coordinates all departments’ efforts to provide the ultimate personalized guest experience while acting as an ‘Ambassador’ for the hotel.

Duties and Responsibilities:

● Practice OSHA (Occupational Safety and Health Administration) standards and comply with all company safety policies and procedures

● Assist in managing the day-to-day activities of the Guest Services staff and scheduling.

● Conduct daily shift briefings.

● Welcome guests upon arrival, providing room escorts, and a warm and friendly introduction to the hotel's services and facilities

● Keep a presence in the lobby 75% of shift..

● Assist Front Desk check-in/check-out guests as needed.

● ·Responsible for setting goals for Guest Services and Front of House, both qualitative and quantitative. Monitor hotel performance through the brand’s hotel guest reviews. Devise and implement actions to ensure hotel’s performance to the goals set for overall guest experience.

● Implement processes for pre-arrival and post-stay communication with all guests.

● Accurately update the Opera system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.

● Collaborate with various departments to ensure seamless coordination of guest preferences and services, including front

desk operations, housekeeping, food and beverage, and transportation.

● Continuously analyze guest feedback and reviews, identifying areas of improvement and implementing strategies to

enhance the overall guest experience and satisfaction scores

● Monitor key performance indicators and track progress towards meeting guest satisfaction goals, providing regular reports.

● Manage guest complaints and resolution processes, taking ownership of guest concerns and ensuring prompt and

satisfactory resolution.

● Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests

whenever possible, resolving guest issues and assisting with guest inquires as required ensuring guest issues are resolved within 24 hours

• Communicate with team members to ensure the highest level of personalized service

● Develop associates for career advancement using Performance Review Systems, Cross Training, and Development planning.

● Ensure all Hotel Policies & Procedures are adhered to and ensure guest service associates are accountable for

compliance of these Policies & Procedures.

● Participate in Management meetings

Minimum Qualifications:

● Hotel experience required.

● Proficiency in Opera preferred.

● Ability to interact with guests in a courteous and professional manner.

● Excellent computational and analytical abilities.

● Highly motivated individual who can work independently.

● Ability to handle confidential information discretely and in the proper manner.

● Self-starter, and possess excellent presentation skills and problem solving skills.

● Strong organizational skills.

● Will be required to work varying schedules including days, nights, weekends and holidays.

● Good English Language communication skills (verbal, listening, writing) Multiple language skills, a plus.

● Effective conflict management skills.

● Strong customer and colleague relation skills.

● Strong attention to detail

● Think clearly, quickly, maintain concentration and make conscious decisions in high pressure situations

● The ability to exercise the personal discipline and extra diligence to assure that projects are completed on timely basis

Qualification Standards:

Education: 4-year bachelor’s degree in Business Administration, Marketing, Hotel and Restaurant Management or related major

preferred.

Experience: Ideal candidate will have 1-2 years previous Guest Relations experience or Concierge experience in a comparable

hotel environment. Proficiency utilizing Front Desk PMS technology preferred. Proficiency in PowerPoint, Excel, and word

preferred.

Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided).

Physical Requirements:

● Frequently standing up or moving within and outside of the facility

● Carrying or lifting items weighing up to 25 pounds

● Handling objects

*The statements in this job description are intended to describe the essential nature and level of work being performed. They are

not intended to be all of the responsibilities or qualifications of the job.

Job Type: Full-time

Pay: $67,000.00 - $73,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

People with a criminal record are encouraged to apply

Ability to Relocate:

• Burbank, CA 91502: Relocate before starting work (Required)

Work Location: In person