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278721
Guest Experience Manager
Property Name
East Miami Hotel
Job Title
Guest Experience Manager
Location
Florida-Miami
Company Name
City
Miami
Work Permit
Applicants who do not already have legal permission to work in the United States will not be considered.
Industry
Hotel/Resort
Position Categories
Rooms - Front Office/Guest Services, Hotel Manager - General Manager, Administration
Swire Hotels announces the opening in 2015 of EAST, Miami at Brickell City Centre, Swire Properties Inc.'s US$1 billion mixed use development in Miami's downtown financial district. It will be the hotel group's first property in the United States and the third hotel under the EAST brand, after the successful opening of EAST, Hong Kong in Island East in 2010 and EAST, Beijing at INDIGO, Beijing in 2012.

EAST, Miami is a lifestyle hotel with a pulse. Perched on top of Brickell City Centre, EAST connects directly to dozens of vibrant restaurants and countless shops while the thriving Brickell street scene lies just outside the door. In the heart of downtown, EAST, Miami offers 255 contemporary rooms, 8 modern suites and 89 serviced apartments.

Our Passion

We serve Guests with the freedom and spontaneity reflected in the individual personalities of our team members.

Who We Are

Swire Hotels is a collection of three individual brands of hotels. This includes the House Collective, EAST and Chapter Hotels. We promise to create different, surprising, relaxing, intoxicating and unique hotel experiences but only those that will actively improve the lives of our guests.

We set out to find natural, engaging and intuitive people and to create a style of service that is both highly professional, yet relaxed and unstuffy.

Our team members flourish by being encouraged to be themselves with guests in order to create engaging and intuitive relationships.

Job Details

Nature of the Job

Basic Purpose & Objective of the Position

  • Oversee the daily operations of the Guest Experience Department.  Ensure that Front Office communications meet hotel standards for maximum guest satisfaction.  Act as the main contact for guests and other hotel departments in the absence of the Director of Guest Experience/Assistant Director of Guest Experience.

 

 

Main Duties

 

Customer Services

  • Delivers the brand promise and provides exceptional guest service at all times.

  • Provides excellent service to internal customers.

  • Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to Director of GE/ Assistant Director of GE.

  • Maintains positive guest and colleague interactions with good working relationships.

     

Financial

  • Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.

     

Operational

  • Ensures efficient guest registration, check out and telephone service.Observes Front Office agents and ensures that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.

  • Observes Front Desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensures follow through.

  • Directs and trains front office staff.Assists in new-hire and on-going training.Directs and assists guest experience staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.

  • Arrives at workplace on time in full uniform prepared with tools and all equipment needed for service.Reviews current day’s expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.Reviews the daily room availability and informs staff.Checks status of departures on a daily basis.Relays all pertinent information to front desk agents, telecommunications, the following shift supervisor.

  • Ensures all necessary reports and forms are completed daily.

  • Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

  • Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.In addition, attendance at all scheduled training sessions and meetings is required.

  • Upon employment, all employees are required to fully comply with East Miami rules and regulations for the safe and effective operation of the hotel facilities.Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

  • Assists Guest Relations/Receivables as necessary.

  • Any other duties as required by supervisor.

     

People Development

  • Supports Swire Hotels’ cultural and people development implementations and characteristics.

  • Supervises on-going training initiatives.

  • Uses all available on the job training tools for employees.

  • Communicates performance expectations in accordance with job descriptions for each position.

  • Coaches and counsels employees regarding performance on an on-going basis.

     

     

Other Duties

  • Attends and contributes to all training sessions and meetings as required.

  • Exercises responsible behavior at all times and positively representing the hotel team and Swire Hotels.

  • Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations.

  • Reads the hotel's Employee Handbook and have an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

  • Ensures high standards of personal presentation and grooming.

  • Responds to changes within Guest Experience, as dictated by the industry, company and hotel.

  • Carries out any other reasonable duties and responsibilities as assigned.

Job Requirements

  • Bachelor Degree preferred.
  • 2+ year’s minimum experience in a luxury hotel environment in the Front Office Department.
  • Ability to multi-task and set priorities.
  • Strong project management skills.
  • Detail-oriented with strong follow-up and decision making skills.
  • Flexibility in a fast-paced global environment.
  • Strong work ethic.
  • Demonstrate initiative and exercise good judgment.
  • A willingness to work a flexible schedule.
  • Proficiency with Microsoft office functions and any required business software.
  • Possess a good command of the English language and the ability to pleasantly communicate with guests, both in person and on the telephone.
  • 1-2 years supervisor’s experience.