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SUMMIT One Vanderbilt
New York, NY, United States
Job Description In this role, you would report to the Associate Director / Sr. Manager of Guest Experience. You are an ideal candidate if you have 3 years of management experience in guest-focused roles in the entertainment, live events, theme park, attraction, and hospitality sectors. An ideal candidate will demonstrate a profound and holistic com
Job Source: SUMMIT One VanderbiltArlo Hotels
New York, NY, United States
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… This position will be responsible for
Job Source: Arlo HotelsOriginal X Productions
New York, NY, United States
Original X Productions are the operators of worldwide location based entertainment experiences including The FRIENDSTM Experience, The Office Experience, and Harry Potter - Magic at Play. We are looking for a Guest Experience Manager to help us continue to create an exceptional guest experience for our Guests and Team Members. Job Summary: The Gue
Job Source: Original X ProductionsMars Incorporated
New York, NY, United States
Job Description: The role of Guest Experience Manager is crucial for the delivery of an Unforgettable Experience in our Retail stores, and for upholding the sales side of the business. Success is found in this role through exceptional leadership skills, driving for results, and delivering on Key Business metrics, not excluding the importance of de
Job Source: Mars IncorporatedSUMMIT One Vanderbilt
New York, NY, United States
At SUMMIT One Vanderbilt, we believe in creating an environment that takes our guests on a journey of emotional and physical connections. It is our promise that we will deliver this experience everyday by making sure that we are unified in our values of Attitude , Creativity , Safety, and Professionalism . Key Responsibilities Embody our brand
Job Source: SUMMIT One VanderbiltPlanet Playskool
Paramus
Guest Experience Ambassador Paramus, NJ Job Title: Guest Experience Ambassador Location: Planet Playskool & NERF Action Xperience, Paramus, New Jersey Reports To: Operations Lead/Operations Manager Opening in June 2024!!! Overview: Join our dynamic team at Planet Playskool & NERF Action Xperience as a Guest Experience Ambassador. As a key member of
Job Source: Planet PlayskoolMarriott
Atlantic City, NJ, United States
Additional Information Swing Shift Job Number 24077975 Job Category Rooms & Guest Services Operations Location Sheraton Atlantic City Convention Center Hotel, Two Convention Boulevard, Atlantic City, New Jersey, United States Schedule Full-Time Located Remotely? N Relocation? N Position Type Non-Management POSITION SUMMARY Our jobs aren’t
Job Source: MarriottLEGOLAND Discovery Centre
East Rutherford, NJ, United States
What you'll bring to the team: LEGOLAND Discovery Center and SEA LIFE - New Jersey Guest Experience Host About the Role Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you? Want to join a team that creates smiles and memories globally d
Job Source: LEGOLAND Discovery CentreNew York, NY, United States
Overview:
The Guest Experience Manager will manage and analyze Guest Satisfaction, trends, Medallia, Trip Advisor, HRI Mystery Shops, Standard Tests in Ops Departments (Both Rooms and F&B) and overall hospitality. Primary goal is to achieve customer satisfaction 100% of the time. Position is responsible for managing Guest Relations. Recommends and implements services and procedural changes. Requires complete knowledge of Front Office, MOD and F&B procedures.
Responsibilities:
Respond to all guest reviews whether positive or negative in Medallia, Trip Advisor and any relevant portal as needed. Reach out to certain guests to encourage them to write a review on their stay feedback.
Provide information from Medallia, Trip Advisor and other guest feedback to their respective departments to help ensure optimum guest satisfaction through appropriate action to trends.
Provide tracking of guest issues and repeated patterns. Review trends with Director of Rooms & Director of F&B and Executive Committee. Recommend and implement procedure changes.
Perform Standard Tests in both Front Office and F&B outlets to adhere to HRI standards as well as Forbes and any other relevant industry standards.
Service each guest comment/complaint according to procedure. Resolve customer issues or complaints and anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and Quality.
Execute, and follow up on all guest pre-arrival of VIP guests. Ensure F&B amenities, HSK amenities and any other preferences are correctly traced. Communicate with IRD staff to ensure all items are accurate prior to sending items up.
Develop, empower, coach and counsel. Resolve problems; provide open communications and recommend discipline and termination, as appropriate.
Manage daily operations of Guest Relations to comply with LSOPs, SOPs, and safety regulations and to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
Escort and service VIP guests from HRI, Ownership and as requested by senior management. Assist Sales Staff with site visits and servicing VIPs and meeting planners as needed.
Coordinate and manage activities and foster good relations with guests in the public areas and assure proper cleanliness and operations in all areas.
Be readily accessible to guests in lobby for any/all requests and concerns.
This job description reflects the positions essential functions; it does not encompass all of the tasks that may be assigned.
Qualifications:
EXPERIENCE, EDUCATION, AND CERTIFICATIONS
4 year college degree or equivalent education/experience.
2-3+ full years of full employment in a related position with HRI or other Hotel Companies.
Represent the hotel in local community service organizations.
Perform special projects and other responsibilities as assigned. Participate in task force and committees as requested.
SKILLS
Through knowledge of hotel services and guest relations profession. Requires knowledge of discipline-specific HRI/hotel policies, procedures and services and general knowledge of other departments in the hotel and the ability to determine course of action based on these guidelines and policies.
Supervision/management skills.
Ability to achieve positive guest relations and maximize guest satisfaction.
Oral and written English communication skills; second language is desirable.
Ability to handle cash credit transactions.
Ability to enforce all company rules and SOPs.
PHYSICAL DEMANDS
Ability to move throughout the business (standing, walking, kneeling, and bending) for extended periods of time.
Ability to climb stairs
Ability to make repeating movements of the arms, hands, and wrists.
Ability to express or exchange ideas verbally and perceive sound by ear.
Ability to obtain impressions through the eyes.
Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
Ability to occasionally move objects (lift, push, pull, balance, carry) up to 50 pounds / 25 kilograms.
Ability to turn or twist body parts in a circular motion.
Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
Ability to operate potentially hazardous equipment.
Ability to Drive vehicles to shuttle guests, personal vehicles to seminars, purchase emergency equipment and court hearings.
Additional Details: Deep understanding of lifestyle hotels.
Self-starter with an entrepreneurial spirit and strong organizational skills
Ability to work evenings, weekends, holidays, special events. Forty to fifty hours over a five-day period. Scheduled days may vary based on need
For this New York, New York United States-based position, the expected annual base salary is $72000-$75000 #indeedNY
Email Alert for MANAGER - GUEST EXPERIENCE jobs in New York, NY, United States
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