MUIR Guest Experience - Guest Experience Manager

Muir Hotel

Halifax

On-site

CAD 52,000 - 76,000

Full time

14 days+

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Benefits offered by this job

Signing bonus

Education reimbursement

Scholarship program

Paid days off

Gym access

Uniform cleaning

Health & dental

Retirement plan

Travel benefits

Employee assistance

Back of house experience

Job summary

MUIR Hotel in Halifax, NS, is seeking a Guest Experience Manager (MOD) to lead the Front Office team and elevate the guest journey from arrival to departure. Reporting to the Director of Rooms, you will inspire staff to deliver anticipatory, warm, and gracious service in a luxury environment.

You will manage guest history programs, develop relationships with owners and VIPs, coordinate with housekeeping, revenue, marketing, and sales, and ensure flawless operations across shifts, including

Qualifications

Hospitality or business degree preferred.
Minimum 3 years in hospitality, preferably in luxury.
Minimum 2 years customer service experience.
Strong communication and organizational skills.
Ability to work in a fast-paced environment.
Stand and walk for extended periods; attention to detail.

Responsibilities

Meet with guests and provide outstanding service to guests, owners, and visitors.
Lead and inspire Front Office team to deliver gracious guest service.
Develop and manage guest history program to ensure anticipatory service.
Coordinate with FOM and housekeeping for the guest experience from check-in to check-out.
Collaborate with Revenue Manager, GM, sales and marketing on promotions.
Maintain knowledge of local area and relationships with vendors.
Support operations, inventory, and daily communications.

Skills

Customer service

Communication

Team leadership

Organization

Education

Hospitality or Business Degree

Job description

MUIR Guest Experience - Guest Experience Manager

Muir Hotel, 1709 Lower Water Street, Halifax, Nova Scotia, Canada

Job Description

MUIR Hotel : Guest Experience Manager (MOD) Located in the absolute centre of downtown in the vibrant Halifax waterfront, in the heart of the Queen’s Marque district, MUIR offers elevated hospitality inspired by the spirit, culture and natural beauty of Nova Scotia. In each of our departments, our team shares a common goal – providing an exceptional customer experience in a clean, comfortable environment. If you are passionate about a career in hospitality and want to join a team that shares this common goal, the MUIR is presently seeking Guest Experience Manager (MOD). Reporting to the Director of Rooms, the Guest Experience Manager (MOD) will be responsible for supporting the strategic direction and daily operations of the Front Office team. The successful candidate will lead and inspire their team to deliver the highest standards of anticipatory, warm and gracious guest service from the point of guest arrival to the point of departure and the many points in between. The Guest Experience Manager (MOD) will ensure that every moment at Muir is thoughtfully considered and impeccably delivered to provide guests with a distinct experience that is like no other.

Shifts: The MOD will be responsible for working morning, mid-day and evening shifts with varying start times. They will be required to work weekends.

What you will be doing as a Guest Experience Manager :

Meeting with guests and provides outstanding customer service to all guests, owners, and visitors of the hotel;
Being aware of special owner VIP relationships within the local Nova Scotian community or international community;
Ensuring exceptional guest services are provided to guests and owners in a friendly, proactive and efficient manner with appropriate follow-up as necessary;
Developing and managing a comprehensive guest history programme that facilitates the consistent delivery of anticipatory service;
Developing and maintaining strong guest relationships to ensure Muir loyalty;
Coordinating with FOM in preparing for the entire guest experience from check in to check out and everything in between;
Preparing for guest arrival by co-ordinating with Housekeeping department;
Working with Revenue Manager in preparing for future stays of regular guests;
Working with GM, sales team and marketing to develop innovative actives and promotional events;
Having a deep understanding of all essential aspects of Muir operations;
Continuously building an extensive knowledge base of local area restaurants, shops, attractions, transportation options, and airports;
Maintaining a positive and professional relationship with all vendors and merchants;
Supporting operations partners and vendors delivering communication to managers and guests on a daily basis;
Supporting the marketing and sales department with administrative tasks;
Maintaining inventory and stock of supplies, brochures, and collateral;
Holding and delivering correspondence to the front desk for guests prior to arrival;
Providing pre-arrival support for guests arriving on packages;
Facilitating communication with guests and follow up in case of service issues;
Acting as the site liaison for the services and sales center;
Working collaboratively with all Muir associates and resources;
Ensuring a clean and safe working environment, and actively participate in health and safety initiatives;
Is a leader for Quality metrics across the Front Office;
Fostering and promoting a cooperative working environment, maximizing productivity and employee morale;
Providing exemplary leadership in the area of customer service and customer interaction;
Inspecting grooming and attire of staff and ensure that it is impeccable; rectify any deficiencies;
Training employees on the Hotel's products & services so as to fully serve guests;
Such other related duties and responsibilities as may be required from time to time.

Your experience and skills include:

A Hospitality or Business Degree is preferred;
A minimum 3 years’ experience in Hospitality, preferably in a luxury environment;
A minimum of 2 years’ Customer Service experience;
Motivated, high performance team player;
Ability to work in a fast-paced environment;
Excellent communication and customer service skills;
Organized with exemplary attention to detail;
Demonstrated initiative, and the ability to work with minimal supervision;
Ability to maintain high service levels under pressure;
Must be able to stand and walk for extended periods of time throughout shift;
Strong attention to detail and time management skills;
A sincere desire to provide the utmost in guest service.

Your team and working environment:

Fast-paced Five Star Luxury Collection Hotel;
Awarded Four Stars in the prestigious Forbes Travel Guide Star Awards;
Located in the heart of the vibrant Halifax waterfront, minutes away from the Dartmouth ferry terminal;
A team of like-minded hospitality professionals that share a passion for service;
Back of house experience that puts employees first.

Employee Benefits: