Guest Experience Manager

Montage International; Bluffton (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

Montage Palmetto Bluff is seeking a Guest Experience Manager to oversee the Concierge department and guest experience, ensuring seamless operations and professional service.

The role leads the Guest Experience team, briefs staff on arrivals and VIPs, builds community relationships, and maintains high service standards across Front Desk and Concierge.

Qualifications

• College degree preferred.
• 2 to 3 years leadership experience in a luxury hotel.
• Exceptional guest recovery skills.
• Excellent organizational and time management skills.
• Must be able to adapt to new software and work weekends, nights or holidays.

Responsibilities

• Lead and manage the Guest Experience team.
• Brief staff on arrivals, VIPs, and daily group activities.
• Build positive relationships with local community leaders and vendors.
• Ensure guest service remains exceptional throughout stay.
• Train and schedule front desk and concierge associates.
• Develop procedures to improve operations and communication.
• Maintain inventory and order supplies.
• Ensure standards are met across Front Desk and Concierge.
• Perform additional duties as needed.

Skills

Guest service

Leadership

MS Office

Adaptability

Communication

Education

College degree preferred

Tools

Opera

Alice

Medallia

Midas

Job description

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Guest Experience Manager

SUMMARY

The Guest Experience Manager is responsible for the management and day-to-day operations of the Concierge department and overall Guest Experience at Montage Palmetto Bluff. This is an integral position held accountable for the seamless movement of guests in the hotel and around the resort. The Guest Experience Manager is flexible, proactive, resourceful, efficient, and always acts with a high level of professionalism.

ESSENTIAL FUNCTIONS

Job duties include; although are not limited to:

• Effectively leading and managing the Guest Experience team
• Guaranteeing that staff is adequately briefed on pertinent information regarding arrivals, VIP's and daily group activities
• Creating and maintaining positive rapport and relationships with local community leaders and vendors alike
• Staying informed of the latest offerings within the community to guarantee the guest experience is exceptional
• Ensuring excellent customer service is provided to guests throughout their stay
• Selecting, training, and scheduling front desk Associates
• Maintaining new procedures for Guest Experience operations that improve processes and communication
• Ordering supplies and maintaining an appropriate level of inventory
• Communicating and developing Front Desk and Concierge Associates to ensure all standards are met on a consistent basis
• Performing additional duties as assigned that may be outside of the normal scope based on business needs

QUALIFICATIONS

• College degree preferred
• 2 to 3 years leadershipexperience in a luxury hotel
• Exceptional guest recovery skills
• Enjoy interacting with people in a fast-paced environment
• Excellent organizational andtime management skills
• Strong knowledge of MS Office,including Word, Excel, PowerPoint and Outlook
• Knowledge of Opera, Alice, Medallia, Midas preferred
• Must possess a positiveattitude
• Must be willing to participatein a learning environment
• Must integrate company valuesthroughout all interactions
• Must be able to quickly adapt and effectively use new software products
• Must be dependable andavailable to work within the resort on weekends, nights and/or holidaysbased on business demands

PHYSICAL REQUIREMENTS

Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours in length. Must be able to bend, stoop, squat and stretch to fulfill tasks. Must be able to lift up to 35 lbs on a regular basis. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.