Guest Experience Mgr II

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Guest Experience Mgr II

Job Code:

12435

Business_Title

Guest Experience Manager II

Profile Title:

12435 Guest Experience Mgr II

Grade / Band:

IC3

FLSA Status:

Exempt

The Guest Experience Manager II provides strategic support to property leaders in identifying, evaluating, developing and driving guest improvement strategies which create extraordinary guest experiences. This person assists with property-level service improvement initiatives for the resort and aides in the development and facilitation of programs related to service enhancement. The Guest Experience Manager II acts as a subject matter expert as it pertains to process improvement, guest recovery, and driving service excellence.

Lead and manage customer-centric projects and initiatives for the property including developing action plans and holding departments accountable for results.

Partner with various departments to implement and follow through on service initiatives, guest recovery, and employee recognition.

Drive processes to identify and correct gaps in the guest experience by analyzing and understanding guest feedback data.

Develop insights on guest behavior, trends, and potential areas of service improvement and make recommendations on areas to drive service excellence.

Lead property service recognition programming.

Promote service excellence with the property's core service standards and brand attributes.

Analyze guest feedback trends and customize reporting for various audiences (frontline to exec committee).

Develop, coordinate and provide leadership of monthly service meetings for the property.

Promote and develop team-oriented philosophy stressing the importance of providing unparalleled commitment to excellence in service, teamwork, and respect.

Document guest correspondences and reoccurrences, taking attention to special reservations and prior guest inconveniences as needed.

Assumes responsibility for Guest Experience decision in the absence of the Director.

Support and follow company policies and legal requirements.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Preferred

3+ Years of Prior Relevant Experience

in the hospitality industry

Required

Excellent customer services skills.

Ability to lead & mentor a team.

Professional appearance and demeanor.

Interpersonal skills to deal effectively with all business contacts.

Work varied shifts, including weekends and holidays.

Strong working knowledge of Microsoft Outlook, Access, Word and Excel.

Ability to effectively communicate in English, in both oral and written forms.

Ensure clarity of expectations, holds team to shared standards and demonstrates a company-wide mindset by adopting others’ best practices.

Drives results by effectively using resources and looks for new approaches to gain efficiencies without sacrificing effectiveness.

Must possess excellent communication skills in verbal and written form and be able to communicate transparently and with tact and diplomacy to deliver information and be a truth teller to property leadership.

Drives strategies with a sense of urgency to meet company performance deadlines, and appropriately seeks, listens to, and respects input from others.

Consistently responds to and addresses all questions, requests, and action items on time.

Supports the development of a culture where innovation and creativity are encouraged and rewarded.

Involves others in change management to foster collaboration; Consistently driving accountability to the heightened expectations of guest service performance.

Able to assess and develop their leadership skills; seeks, accepts, and acts upon input from multiple sources on their performance and leadership style to continuously grow and develop.

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X