Greenleaf Hospitality

Guest Experience Manager

Posted Date 3 weeks ago(4/21/2021 4:50 PM)
ID
2021-2396
# of Openings
1
Category
Front Office
Property
Radisson Plaza Hotel & Suites

Overview

Top Reasons to Work With GHG

Responsibilities

What You’ll Be Doing

To provide extraordinary, personalized guest experiences that build genuine relationships through loyalty to our guests, each other and our community.  All actions are based on the principles of trust, integrity, mutual respect and teamwork.

  • Responsible for completing required franchise and GHG standards training and staying current on all updates/changes to standards, policies, and processes
  • Handles and provides resolution to guest complaints and team member issues.
  • Responsible for addressing any and all guest communications while on property or after visit (Corporate Email, Medallia Surveys, Online Reviews, etc.)
  • Assigns duties to team members and subordinates and observes performance to ensure adherence to hotel and franchise policies and established guest relations procedures
  • Answers inquiries pertaining to hotel policies and services.
  • Ensures property hiring practices comply with all state and federal requirements
  • Directly supervises staff. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws
  • Assist guests and respond to guest requests in a professional and timely manner
  • Manage escalated guest challenges and resolve these challenges to the guests’ satisfaction
  • Oversee day-to-day Front Office Guest Relations demands
  • Promote financial accountability within the Front Office department
  • Solve and/or assist Front Office team members in solving non-routine or complex guest challenges, system challenges, and/or procedural issues
  • Assist Training & Development Lead in on-going training for all Front Office team members
  • Conduct interviewing, hiring, disciplinary action for the Front Office department
  • Oversee Front Office payroll processing, as well as scheduling of Front Office team members
  • Create long-term strategies for the growth of the Front Office department
  • Suggest, and assist in implementation of procedure/policy changes
  • Able to problem solve to effectively deal with internal and external customers
  • Build strong relationships with each member of the Front Office
  • Able to cross function with other units and cross sell the property
  • Collaborate with Operations Team to develop and adhere to budgetary guidelines
  • All other duties as assigned

Qualifications

What You Need for this Position

  • Bachelor’s degree with an emphasis in a Travel & Tourism or Business related field is preferred.
  • Experience and success in leading, supervising, team building, and motivating staff.
  • Driven by purpose, mission, values, and has sense of urgency
  • Able to work closely with staff through strong communication and verbal skills
  • Able to stand for long periods of time, up to 10 hours or more
  • Able to stoop and bend
  • Able to lift up to 40 pounds from time to time
  • Able to safely work with potentially dangerous chemicals and equipment
  • Able to comply with safety and health code standards
  • Able to handle responsibilities that require repetitive motion tasks

What's in it for You

  • 401k with contribution match 
  • Medical/Dental/Vision 
  • Health and Wellness reimbursement
  • 10% Discount on GHG outlets
  • Complimentary Meal Break
  • Discounted Hotel Rates
  • Annual bonus opportunity
  • Company cell phone reimbursement

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