Guest Experience Manager

TITLE:                                     Guest Experience Manager

STATUS:                                 Full Time 

MANAGEMENT ROLE:          Exempt

COMPENSATION:                  $62,000 - 65,000

Arlo Hotels an independent lifestyle hotel is now actively seeking a dynamic Guest Experience Manager. Are you someone who is passionate about people, driven by purpose, and clever in your approach? If so keep on reading!! Here at Arlo we strive to create a sense of awe that leaves those we touch wanting more”….. 

Responsible for welcoming and assisting in setting the tone for a guest’s experience through their entire stay though email correspondence, receiving payment, correcting account and reservation discrepancies, creating and canceling reservations, acting as the liaison on handling guest needs throughout their entire stay to ensure highest level of satisfaction.

RESONSIBILITIES AND AUTHORITIES:

• Always treat guests with courtesy and respect in a variety of situations
• Honesty & Integrity
• Connects with guests on a daily basis, provides exceptional customer service and creates memorable experiences
• Responds to guest complaints promptly and professionally.
• Reports guest concerns or comments to the Front Desk Supervisor/Duty Manager
• Establishes and develops long term customer relationships providing value and profitability
• Enhances our guests’ stay by creating an inviting atmosphere
• Coordinates and multi-tasks job duties in an active environment

SPECIFIC DUTIES

• Maintain a high level of guest satisfaction by assisting in the back of house front office activities which include response to guest inquiries, response to 3rd party sites and forums.
• Increase occupancy and profitability by promoting hotel services and amenities through up-selling strategies.
• Address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner
• Enters information such as arrival alerts and messages.
• Corrects inaccuracies and discrepancies on guest accounts.
• Posts charges to guest accounts.
• Completes daily high balance checks.
• Checks groups and tours in and out.
• Confidently sells the hotel to prospective guests by showing familiarity with guest rooms, facilities and amenities. 
• Updates all guest profiles with correct billing information, preferences, special requests, etc.
• Provides accounting reports and all related documentation materials as assigned, including reviewing daily accounts and reconciling/justifying all transactions for the day.
• Reviews all postings for accuracy and appropriateness, reporting and/or correcting all discrepancies and errors as needed.
• Ensures the proper posting of all hotel room related revenue and taxes (all postings of room and tax) and verifies that all incidental charges have been applied.

Guest Interaction

• Maintains good posture when interacting and greeting guests.
• Assists and coordinates with Front Desk for any special requests.
• Familiarizes themselves with all VIPs and Arrivals
• Assists with guest requests, errands, deliveries, etc.
• Reports any guest concerns or comments to the Director of Front Office and Front Office Managers/ Supervisor(s)
• Provides Concierge services to guests.
• Investigates guest charges to resolve guest complaints.
• Checks messages and mail.

• Books guest reservations for individuals via telephone, walk-in, email or fax from within the hotel in accordance with hotel standards and reservations scripts.
• Up-sell rooms where possible according to established procedures to maximize revenues.
• Any other requests of duties from management.

Reconciliation

• Balance cash daily.
• Deposit received cash in safe and return personal and/ or individual floating bank to issued safety deposit box.
• Ensure all billing and paperwork is done in accordance with Accounting standards.
• Proper handling of sensitive and confidential guest material and information understood and held in a professional manner.

REQUIREMENTS:

• Minimum of Hospitality, Retail or Services related industries experience preferred
• Efficient in Computer and Typing Skills.
• Previous Guest Service Agent or Guest Experience Manager preferred.