Scope of Position
The Guest Experience Manager is responsible for providing a superior level of personalized service by ensuring every need, request, and desire of our guests is fulfilled with the utmost care, professionalism, and dedication. The Guest Experience Manager assists the Front Office Management in administering front office functions and supervising staff daily. Front Office areas include Front Desk/Guest Services and Bell/Door staff. This position works with managers and associates to carry out procedures ensuring an efficient check in and check out process while instilling consistency of the Caribe Royale Orlando Hotel standards as well as generating and promoting ideas to continue in elevating our service levels.

Position Requirements

• Minimum 2 years of progressive management experience in a resort hotel preferred.
• Previous Guest Relations and Front Office experience in a hotel required.
• Possess outstanding guest services skills and leadership capability.
• Detail oriented with outstanding organizational and communication skills.
• Able to handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, clarifying, and responding to the concerns raised by guests and members.
• Ability to operate a motor vehicle.

Responsibilities

• Ensure efficient guest registration, check-out, and telephone service.
• Review the current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Observe Front Office staff and ensure that established procedures are completed in compliance in accordance with policy and procedure.
• Maintain a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient operations.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.
• Ensure that enough staffing is present to meet daily business demands.
• Maintain consistent and effective flow of communication between shifts among fellow managers and Associates.
• Actively participate in training and continuing education of Front Desk, Guest Services, and VIP associates.
• Assist with new-hires and building a strong self-directed work team.
• Actively participates in daily briefings and meetings.
• Be able to participate proficiently in functions outside one’s department when called upon.
• Communicate all missed opportunities with other departments as required.
• Perform any other reasonable duties as required by management.

Education

• High School diploma or equivalent or GED; 4 years’ experience in guest services, front desk, housekeeping, or related professional area.

OR

• 2- or 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 4 years’ experience in guest services, front desk, housekeeping, or related professional area.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
• Knowledge of OPERA is a plus.

Physical Requirements

• On a continuous basis, stand or walk for long periods of time.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use the telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.

• Ensure efficient guest registration, check-out, and telephone service.
• Review the current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Observe Front Office staff and ensure that established procedures are completed in compliance in accordance with policy and procedure.
• Maintain a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient operations.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.
• Ensure that enough staffing is present to meet daily business demands.
• Maintain consistent and effective flow of communication between shifts among fellow managers and Associates.
• Actively participate in training and continuing education of Front Desk, Guest Services, and VIP associates.
• Assist with new-hires and building a strong self-directed work team.
• Actively participates in daily briefings and meetings.
• Be able to participate proficiently in functions outside one’s department when called upon.
• Communicate all missed opportunities with other departments as required.
• Perform any other reasonable duties as required by management