Experience Manager

Company: Cassa Hotel 45th Street New York
Location: Santa Monica
Posted on: May 12, 2022

Job Description:

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• Review arrivals and VIP reports to ensure all special requirements are met or exceeded.
• Review reservations of VIP and SPG Ambassador Guests and ensure all preferences are appropriately uploaded to Starguest system.
• Review all arriving VIP and SPG Ambassador Guests at the morning meetings and provide details of special requests and preparations.
• Collect information about VIP and SPG Ambassador and act as main contact throughout stay offering tailored experiences and establish relationships with aim to build loyalty.
• Work with housekeeping and room service to ensure all requests are in place in rooms for requests/Amenities.
• Work with the Director of Front Office to manage calendar accordingly to ensure availability to greet VIP guests and build a direct relationship between guest and hotel. -
• Handle any VIP requests as requested by the Executive Office.
• Develop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, during and post guests stays.
• Meet, greet and escort guests as requested.
• Assist Front Desk check-in/check-out guests as needed.
• Experience Specialist will be expected to assist in the successful resolution of guest complaints in a professional and efficient manner, ensuring proper follow up, guest recovery and communication with involved departments.Skills/Knowledge Required:
  • Hotel experience required.
  • Proficiency on Lightspeed and Starguest preferred.
  • Ability to interact with guest in a courteous and professional manner.
  • Excellent computational and analytical abilities.
  • Highly motivated individual who can work independently.
  • Ability to handle confidential information discretely and in the proper manner.
  • Self-starter, and possess excellent presentation skills and problem solving skillsQualification Standards:Education: 4-year bachelor's degree in Business Administration, Marketing, Hotel and Restaurant Management or related major preferred.Experience: Ideal candidate will have 1-2 years previous Guest Relations experience or Concierge experience in a comparable hotel environment. Proficiency utilizing Front Desk PMS technology preferred. Proficiency in Power Point, Excel, and word preferred.Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided).This posting in no way states or implies that these are the only duties to be performed by the colleague occupying this position. Colleagues will be required to perform any other job-related duties assigned by their supervisor.Viceroy Hotel Group is a leading hotel company that combines desirable location, unique design, destination dining and personalized service that touches the heart and soul of our guests. As an industry leader in creativity and innovation, our hotels draw upon the diverse backgrounds and talent of our extraordinary team for optimal success. EOE

Keywords: Cassa Hotel 45th Street New York, Santa Monica , Experience Manager, Executive , Santa Monica, California