Guest Relations Experience Manager

The William Vale aims to blend the authenticity of the Williamsburg neighborhood with a forward-thinking approach to the hospitality experience. The William Vale offers a comfortable contemporary atmosphere combined with intuitive design and modern comfort - we pride ourselves on offering warm hospitality to all.

We understand that for our Colleagues to give their best work, we must meet (and exceed!) their expectations as an employer. We promote a culture of respect, diversity, career growth and fun. Success awaits motivated individuals who join our team.

Overview

A team-minded and solution-orientated people-person with expert communication skills who will provide leadership and support to the Front Desk team. A growth-focused professional who aims to constantly improve guest and employee experience.

Responsibilities

People & Leadership Responsibilities

• Coach and lead the Front Office Team alongside your fellow Operations leaders.
• Support the Director of Front Office Manager's vision by celebrating successes and providing feedback for growth. Keep a collaborative mind-set and lead by example.
• Build and maintain positive working relationships and communication practices with all departments to assure effectiveness and efficiency.
• Providing training to new hires and continued learning and coaching to all team members. Display an eagerness to grow and support the growth and advancement of your team members.
• Guest Facing Responsibilities
• Provide elevated, personalized, and best-possible service to guests at all times. Provide a memorable experience.
• Anticipate and respond to guest needs quickly, and proactively when possible. Expect and react promptly to guest requirements, requests, and inquires.
• Actively listen and ask questions as needed to fully understand guest complaints. Navigate difficult conversations with best practices, such as: remaining calm and professional, staying empathetic, and displaying confidence that you can help - if/when you can't help, pull in support from management. Debrief team following difficult conversations - assist Front Desk management in building tools and systems which may help moving forward.
• Communicate clearly, utilizing professional language and a friendly/warm tone.
• Promote all amenities, conveniences, and programs offered at The William Vale. Make guest to Concierge introductions.

Task-Based Responsibilities

• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit reports, and maintain close observation of daily house count and selling status.
• Verifies that all accurate room status information is maintained and properly communicated.
• Oversee and coordinate all arrivals and departures of special guests.
• Review the arrival list daily and assist in preparing and distributing welcome amenities.
• Oversee communication between guests and Guest Service Agents - follow up to ensure complete service recovery.
• Maintain an organized and comprehensive filing system with documentation, including: purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Understand all aspects of Front Office computer systems, including software maintenance, report generation and analysis, and simple configuration changes.
• Enforces all cash-handling, check-cashing, and credit policies.
• Attend meetings and trainings as scheduled by the People & Culture Team and the Director of Front Office.

Skills

• Outstanding communication skills.
• Understanding of: Outlook Office (Excel, Word, Email) - experience with Opera Cloud is a plus.
• Outstanding organizational and time management processes.
• Must be knowledgeable of management company policies and property community policies.
• Maintain a high level of professionalism in all interactions/situations.

Qualifications

• 3+ years' hospitality experience, preferably in the luxury hotel arena.
• 1+ year leadership experience.
• Capacity to work varied shifts - including weekends and holidays, and shifts meeting the demands of a 24-hour operation.
• Must be able to maintain confidentiality of sensitive guest and colleague information.
• Must be willing to stand for 6-8 hours at a time.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Salary $65,000-$70,000