Guest Experience Manager

We look for people who are passionate about service and have a hunger for learning new skills. We believe in the power of teamwork and the professional development of our team members. With our employees being our greatest assets, we are committed to providing competitive wages and benefits, the best training, a safe and enjoyable work environment along with many opportunities for advancement to ensure a very rewarding career. We take great pride in our dedicated and diverse team of employees.

All professionals at Salamander Collection live by our Vision, Brand Promise, and Core Values.

We specialize in the management of Four and Five-Star luxury hotels, resorts and fine food establishments. If your outside interests include golf, tennis, spa, beach, water sports, equestrian, shopping or just relaxation, we have the employee discounts to match.

POSITION OBJECTIVE

The Guest Experience Manager supports the Front Office and Rooms Division in overseeing all aspects of guest services to ensure a seamless and exceptional experience for every guest. This role involves managing guest relations, handling guest complaints and requests, and ensuring that the highest standards of hospitality are maintained.

ESSENTIAL JOB FUNCTIONS

• Oversees the day to day running of guest experience services.

• Assist with scheduling and daily monitoring of payroll.

• Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum guest satisfaction.

• Assigns duties to employees and subordinates and observes performance to ensure adherence to Hotel & Company policies.

• Answers inquiries to hotel policies, services and amenities.

• Coaches and counsels the team where necessary.

• Assists with MOD duties.

• Assist with the compiling of the VIP report as well as being a point of contact for all VIP guests when needed.

• Assists other Departments when the business levels demands it.

• Is responsible for ensuring that role plays are carried out & assists with carrying out audits.

• Assists with compiling and updating of departmental SOPs when needed.

• Assists the Director of Front Office with the hiring and training of new employees

• Assist with coach and counseling.

• Will assist in the absence of the Front Office Manager if needed

• Responsible for departmental recruitment and training when necessary

EDUCATION/EXPERIENCE

• Minimum of 1 year hotel experience in a front of house position is desirable or a minimum of 2yrs in a customer service role.

• Minimum of 1 year experience in a supervisory role.

• Knowledge of Opera Cloud, Micros and HOTSOS, is not required but desirable.

• Degree or Diploma in Hospitality Management is not required but desirable.

PHYSICAL DEMANDS

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties this job, the employee is regularly required to stand; walk' use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear. The employee must be able to lift and move up to 25 pounds. The employee must be able to see differences in widths and length of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.

• Must be able to stay calm under pressure

• Must be able to change activity frequently and cope with interruptions.

• Must hold a valid driver's license

• Must be flexible in schedule

BENEFITS

• Paid Time off / Vacation

• Holiday Pay

• Sick Pay

• Health Insurance

• Dental Insurance

• Vision Insurance

• Health Savings Account

• Life Insurance

• Flexible Spending Account

• 401(k) Savings Plan

• Paid Maternity, Paternity and Adoptive Parent Leave

• Short Term Disability Insurance

• Long Term Disability Insurance

• Supplemental Insurance (Accident, Cancer, Life, AD&D)

• Direct Deposit

• Company Paid Uniforms

• Recognition Programs & Rewards

• Property Discounts for Rooms, Retail, Dining, Water Parks, Golf, Spa and more

• Discounted Parking

• Tuition Reimbursement

Salamander Collection is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.