Guest Experience Manager

As a Guest Experience Manager at Club Quarters Times Square, you will be responsible for delivering professional and courteous services to hotel guests, handling reservations, check-ins, check-outs, and addressing their needs and concerns. Your primary goal is to ensure the highest level of guest satisfaction by coordinating with other hotel departments to provide outstanding service. You will also offer guests information about new activities and places to explore during their stay.

Key Responsibilities:

• Welcome guests, assist with check-ins, help move luggage, and guide guests as needed.
• Provide clear and efficient information in response to guest inquiries.
• Handle financial transactions accurately, ensuring responsible money management.
• Deliver excellent customer service and professional interactions to enhance the guest experience.
• Communicate effectively in both interpersonal and professional contexts, including written and oral communication.
• Pay attention to detail, think critically, make decisions, and manage tasks efficiently.
• Stay organized, multitask comfortably, and perform computer tasks proficiently.
• Answer calls, coordinate additional services, and redirect calls as necessary.
• Perform guest check-ins behind the front desk or via mobile device based on business needs.
• Address guest issues and feedback promptly, ensuring effective resolution and internal follow-up.
• Execute other front office duties as assigned.
• Ensure proper payment methods are collected and special requests recorded.
• Follow procedures for posting charges, cashing checks, safe deposits, and processing refunds.
• Maintain a flexible schedule to accommodate varying business needs.

Skills and Qualifications:

• Extensive experience in guest services and working with other Guest Experience Managers.
• Excellent communication skills, both interpersonal and professional, to build strong relationships with guests and encourage repeat business.
• Organizational skills and familiarity with administrative duties.
• Strong customer service skills and ability to interact professionally with guests.
• Attention to detail and critical thinking abilities.
• Experience in decision-making and management.
• Comfortable with multitasking and familiar with computer tasks.
• Responsible handling of money and financial transactions.
• Flexible schedule availability to meet business demands.

As a Guest Experience Manager, your role is crucial in creating a welcoming and seamless experience for all guests, ensuring their satisfaction and encouraging them to return for future stays.