Job Purpose:

Under the general guidance of the Front Office Manager (FOM), encourage guest loyalty by building an engaging, dynamic, experience for all hotel guests and by supporting a seamless, branded guest experience throughout the portfolio.

Duties & Functions:

• Spend 75% of day in lobby and public areas, interacting with guests
• Be the “Mayor of the property”, guest advocate and host, and employee cheerleader
• Actively engage with the MHG GEM group through email conversations and monthly calls, to share ideas and guest preferences
• Own the on-property Global Card (GC) and loyalty tier programs: Know and manage all tier entitlements, including amenities and upgrades. Develop / maintain / support GC and loyalty tier training and communication for staff. Liaise and build relationships with GC and tiered guests, using GuestWare to track their preferences
• Work with FOM to develop and manage a glitch log. Own and document all guest follow-up
• Champion preference collection throughout the property. Use guest preferences to personalize as many welcome amenities and guest experiences as possible
• Run GuestWare arrival report and/or 3-Day VIP report at least once a day and use it to communicate VIP/Repeat arrivals to GM and department heads at morning standup or shift change meetings
• Complete 7/10 Day VIP report at least once a week. Share with department heads, the MHG GEM group, and corporate Public Relations
• Maintain profiles in GuestWare and understand the integration between GuestWare and the Property Management System
• If requested by General Manager or FOM, read and respond to all TripAdvisor reviews. Share feedback on property and with the MHG GEM group
• If requested by GM or FOM, manage Sterling Research Group review and response program
• Adjust schedule to best accommodate guest needs

Specific Job Knowledge & Skills:

• High School Diploma or equivalent required
• College Degree or equivalent in Business, Hospitality, or related field preferred
• One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
• Strong English verbal and written communication skills
• Basic computer skills
• Proficiency with CRM database, CRS, and PMS
• Clear knowledge of local area, including tourist destinations and of-the-moment options
• Passion for gracious, friendly, and fun customer service
• Ability to multitask and to work independently, with a close attention to detail, in a fast paced environment
• Positive and productive working relationships with other employees and departments
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.

Physical Abilities:

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 15 pounds without assistance
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements.  Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays.  The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow MHG policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

Morgans Hotel Group is an equal opportunity employer.  We endeavor to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential.