Alamat
Bentuk pekerjaanAssistant 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
