Guest Experience Manager

The Read House Hotel; La Vendue-Mignot; Sur place; USD 45 000; Plein temps

Résumé du poste

A leading hotel in the Grand Est region is seeking a Guest Experience Manager to elevate guest interactions. Candidates should possess a passion for service excellence and be prepared to manage a comprehensive guest experience. The role encompasses duties from welcoming guests to coordinating hotel amenities and local recommendations, fostering a memorable stay.

Prestations

Paid Time Off

Affordable Medical, Dental, and Vision Insurance

401(k) with Employer Matching

Referral Program

Tuition Reimbursement

Qualifications

• 2 years experience in a similar guest-facing role, preferably in hospitality.
• Commitment to guest satisfaction and service excellence.
• Ability to learn and perform all essential job functions accurately.

Responsabilités

• Welcome guests, ensuring their stay exceeds expectations.
• Communicate with guests pre-arrival and assist with special requests.
• Maintain cleanliness and organization in guest areas and services.

Connaissances

Guest Satisfaction

Critical Thinking

Adaptability

Attention to Detail

Formation

High School Diploma

Associate’s or Bachelor’s in Hospitality

Outils

Opera Management Software

Micros POS

Description du poste

• Position Summary **
  
  

Guest Experience Managers (aka GEMs) are the consummate hosts, advocates, and managers of the entire guest experience with a 360-degree approach. Beyond the traditional guest service and front desk agent, GEMs are breaking new ground in the hospitality industry. They are dedicated professionals with a passion for customer excellence and eagerness to make each guest feel welcomed and wanted in our home.

• Main Duties & Responsibilities **
• Welcome guests to The Vendue. Communicate with guests prior to arrival to ascertain their reason for staying with us and to be prepared for any special requests both pre-arrival and during their stay. Ensure their room is ready prior to arrival. Upon arrival welcome guests at their car and into our living room, offering refreshments as you complete any check-in tasks. Provide guests with an orientation of our offered amenities and recommend any local offerings that will complement the reason for their visit.
• Coordinate with Valet/Bell Person to ensure luggage is delivered to room and car is parked.
• Maintain communication with guests throughout their stay both in person and through our app to ensure needs are met (laundry, clean linens, ice, etc.) Take ownership of guests amenity requests by following procedures and working with appropriate staff to create and deliver personalized amenities on time to guests.
• Be knowledgeable of all the artwork and artists exhibited on property and of our relationships with local galleries. Be able to discuss and relay accurate information for artwork in main exhibition spaces including Featured Artist Exhibits and Gallery 26 exhibits. Connect guests with the art department and/or local galleries as needed. Assist with the sale of art as appropriate.
• Make hotel reservations for guests when necessary. Coordinate with guests to make reservations in our restaurant outlets as requested.
• Assist guests with check out when requested.
• Record relevant information in the End Of Shift google doc as it occurs throughout the shift. Keep all guest areas as well as the guest services office clean and organized.
• Perform administrative tasks on a rotating basis with peers to ensure efficient and effective operations and communication among Guest Services and all other departments.
• Will indirectly coordinate with and manage activity of other team members to ensure guest needs are met.
  
  

Note that this is not an inclusive list and team members are at times asked to assist with other tasks to best serve the business. Other tasks may be assigned by the Guest Services Manager or other managers.

• Job Requirements **
  
  

Education & Experience

• A high school diploma or equivalent. An associate’s or bachelor’s degree in tourism, hospitality, or hotel management is a plus.
• 2 years experience in a similar guest-facing role, preferably in the hospitality industry.
• Experience with Opera management software is a plus.
• Familiar with the industry’s best practices.
  
  

Skills & Abilities

• Commitment to guest satisfaction and service excellence. Welcoming and positive attitude to make guests feel at home and relaxed during their stay, actively asking and looking for ways to help guests.
• Critical thinking and adaptability. Self-motivated and able to recognize what needs to be done and take the initiative to do it with minimal supervision. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Team player mentality, looking for ways to help each other. Being aware to read and anticipate people’s desires/behavior or reactions. Collaborate and work well with others.
• Accuracy and speed in executing assigned tasks. Detail-oriented with the ability to work under pressure, be calm, and remain organized. Managing one's own time and being aware of the time of others.
• Ability to read, speak and understand English in order to give and follow directions, and procedures, and to communicate with the team and guests (using a translator app if necessary).
• Ability to learn and perform all essential job functions accurately and safely.
• Ability to become TiPS certified within 30 days of employment. Course and certification paid by The Vendue.
• Working Conditions **
  
  

Equipment To Be Used

• Computer and Ipad using Opera, Micros POS, Hello Shift, Gmail, and Google apps.
• Basic office equipment - copier/scanner/phone system.
• Systems to create keys, allow for guest remote check-in/out, manage guest room television programming, obtain credit card authorization and payment, enhance client relationship management, provide valet parking, and make restaurant reservations.
  
  

Physical & Mental Requirements

• Maintain regular and punctual on-site attendance with the ability to work a flexible schedule which may include days, evenings, weekends, and holidays when business requires
• Must be able to stand, sit and walk for long periods of time.
• Must be able to climb stairs, both indoors and outside.
• Frequently required to use hands and arms to reach and handle. Frequently required to climb, balance, stoop, kneel, and crouch.
• Must be able to push, pull, lift, and carry up to 35 pounds.
• Must be professional in appearance and demeanor.
• Ability to adapt to an ever-changing and sometimes stressful work environment.
  
  

Work Environment

• While primarily an indoor job, one must be able to walk outside in a variety of weather conditions.
• Will work primarily in public areas of the hotel as well as guest rooms and restaurant outlets.
• Must be comfortable working in a shared space, with frequent noise, without the use of a private office.
  
  

The working conditions described are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• What we have to offer**
  
  

Location:

• Located at 19 Vendue Range, Charleston, SC 29401, The Vendue is in the heart of Charleston’s French Quarter and Art District.
• Steps away from Waterfront Park, Charleston City Market, and Rainbow Row, along with other historic attractions, shopping, and dining.
  
  

Salary

• $45,000 annual salary with annual bonus opportunities
  
  

Benefits

• A culture that values curiosity, boldness, intentionality, and delight!
• Opportunities for internal growth and development
• Paid Time Off & Paid Holidays
• Earned wage access through PayActiv - access your earned wages before payday!
• Affordable medical, dental, and vision insurance plans
• Company provided life insurance
• Short & Long Term Disability and Accident and Critical Illness Insurance
• Traditional 401(k) and Roth 401(k) with employer matching of up to 3.5%
• Referral program & Employee Assistance Program & Tuition Reimbursement Program
• Discounts at all Avocet-owned hotels and restaurants
• Who we are**
  
  

The Vendue is not traditional in its aesthetic, vibe or the way we serve our guests. Neither is this position. We’re here to shake things up to bring our guest experience to the next level–with some flair, and a touch of showmanship. You'll have everything you need to shine - great location? Check. An epic rooftop bar? Best in the city! 200+ piece curated art collection? Yup, but we don't want to brag. We could go on. But we are missing one thing - YOU. What level of creativity, fun, beauty, and inspiration can you bring to the team? Can you match our moxie? We'd love to find out. To learn more, visit thevendue.com.

Up top is where it’s at! The Rooftop, a legend unto itself, Charleston’s original rooftop bar. Constantly voted #1, Vendue’s lively rooftop boasts views for miles – harbor or city skyline. Pick your pleasure. With tasty food and pulse-pounding drinks to help fuel our guests’ merry-making, this is where it’s at. Every guest should leave thinking, “damn, that was good fun.” - and you can be part of the team that makes it happen!

Modern cuisine with Southern flair… Tastefully creative... Revival tastefully merges traditional local heirloom ingredients with modern concepts and delicious execution. A true fusion of old school and new school. Working with local farmers to “revive” seasonal, indigenous ingredients has injected a unique spin on our menu and is a nod to our fair city.

EOE/DFWP