Sr. Guest Experience MakerLa Quinta by Wyndham Ft Lauderdale-Cypress Creek I95Fort Lauderdale, FL
A property of: Wyndham Hotels & Resorts
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Job Description

We're offering a limited-time sign-on bonus for new team members who are dedicated to providing an exceptional guest experience. Apply today, join our team, and you can be eligible to earn up to $600! La Quinta by Wyndham is now seeking a Sr. Guest Experience Maker to join our team at the La Quinta by Wyndham Ft Lauderdale-Cypress Creek I95 location in Fort Lauderdale, Florida. Job Summary The Sr. (Lead) Guest Experience Maker is responsible for supervising the operation of the hotel's front desk and ensuring efficient and exceptional service is provided to a wide variety of individuals on a daily basis, including: guests, potential guests, vendor partners and La Quinta team members. Education & Experience MINIMUM EDUCATION: High school diploma or equivalent required. Must be able to fluently speak, read, write and understand English. Must possess and maintain valid licenses and/or certifications which are job related and required by law. At locations which operate a hotel courtesy van/shuttle, must possess and maintain a valid, current, non-restricted driver's license if required to drive. Must also possess and maintain an acceptable driving history MINIMUM EXPERIENCE: Previous hotel or customer service experience is required; prior supervisory experience preferred. Physical Requirements Ability and willingness to work a variable schedule including morning, afternoon, evening, overnight shifts, weekends and holidays. Must be able to stand and walk for extended periods of time, often for a minimum of 2 hours at a time and possibly for the duration of the work shift. Must be able to intermittently bend, reach, kneel, twist and grip items while working. Must be able to maneuver through all areas of the front desk and office area. Must be able to lift up to 20 pounds and carry up to 10 pounds. Requires excellent hearing along with good near and distant vision. Must be able to view and access computer screens and keyboard functions. Must be able to type on a computer keyboard throughout the duration of the scheduled shift with the exception of scheduled breaks and/or lunch times. Must be able to verbally respond over the telephone, in a clear-speaking voice. Capable of working in a fast paced environment with stressful situations and adjusting to changing priorities. Must respond to multiple task interruptions, yet still provide service to individuals in a professional and courteous manner. May work alone or closely with others. General Requirements Assist the General Manager with preparing Guest Experience Representative work schedules and ensuring staff adheres to schedules. Adjust schedules as needed to meet business needs. Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, travel agent research, lost and found, rooming lists, office supply inventory, safety committee, etc. Train Guest Experience staff in technical duties, guest service skills and telephone sales skills. Advise and consult with General Manager in situations of poor employee performance and/or improper employee behavior that may require counseling and/or discipline. When applicable for a specific property, book group functions and meeting room space. May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager Provide a friendly, welcoming experience by greeting guests as they enter the hotel. Welcome loyal guests and military members using the best practices outlined for each program. Ensure Elite guests receive the designated gift upon arrival. Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company's policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests. Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures. Operate the hotel key control system while strictly following all key safety & security procedures. Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working. Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day. Fundamental Requirements Requires regular, sometimes constant, contact with customers, outside agencies and the general public. Must have excellent verbal and written communication and interpersonal skills with the ability to interact with many types of individuals and personalities. Excellent listening skills with the ability to accurately sense and respond to unspoken wants and needs of individuals. Proficiency to approach all encounters, regardless of the situation in an attentive, friendly, courteous and service-oriented manner. Excellent telephone skills particularly related to customer service and sales. Must be able to work with and secure sensitive and/or confidential material and information. Must be able to properly and confidently operate basic office software, machines and devices including computers, company issued hand-held electronics, copier, printers, etc. Must be self-motivated and able to work with little or no supervision, responding to and handling unfamiliar situations with little supervisory guidance. Strong independent judgment and decision-making skills are required to identify, select, and apply the most appropriate of available guidelines and procedures, interpret precedents, and adopt standard methods or practices to meet variations in facts and/or conditions. Must work well under pressure and remain calm during stressful situations. COMPANY OVERVIEW: Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company. We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world. Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all. Our hotel owners are the stewards of our brands, and together, we champion everyday travelers. We believe guests deserve great experiences, and our robust portfolio-distinguished by our leading economy and midscale brands-delivers just that. We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®. Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide. Our Company is an Equal Employment Opportunity Employer. Job Location: La Quinta by Wyndham Ft Lauderdale-Cypress Creek I95, 999 West Cypress Creek Road, Fort Lauderdale, Florida 33309 Employment Status: Full-time...

Job Requirements

Please see Description

Job Details

Senior level
Full-time

About this location

class:
Midscale
room Count:
51-100
location Type:
Urban

Values

Accountability
Customer Focus
Diversity
Fun
Inclusion
Integrity

Perks

401(K)
401(K) Matching
Dental Benefits
Disability Insurance
Flexible Spending Account (FSA)
Health Insurance Benefits
Life Insurance
Paid Holidays
Paid Time Off
Vision Benefits
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La Quinta by Wyndham Ft Lauderdale-Cypress Creek I95
Ft Lauderdale-Cypress Creek I95show more
Address999 West Cypress Creek Road, Fort Lauderdale, Florida, 33309 View map
Property typeHotel 
classMidscale 
room Count51-100 
location TypeUrban 

People (5)

GEOFF BALLOTTIPresident and Chief Executive OfficerGeoff serves as our President and Chief Executive Officer and a member of our Board of Directors. Prior to the spin-off of Wyndham Hotels & Resorts in 2018, he served four years as President and Chief Executive Officer of Wyndham Hotel Group and before that, six years as Chief Executive Officer of Wyndham Destinations. Prior to joining Wyndham, Geoff held leadership positions of increasing responsibility at Starwood Hotels and Resorts Worldwide, including President of Starwood North America; Executive Vice President, Operations; Senior Vice President, Southern Europe; and Managing Director, Ciga Spa, Italy. Prior to joining Starwood he was a Banking Officer in the Commercial Real Estate Group at the Bank of New England. Geoff serves as a Past Chair of the American Hotel & Lodging Association Board. He previously served as Chairman of the U.S. Travel Association and on the Executive Committee of the American Resort & Development Association. He also served on the board of directors for Christel House International, a not-for-profit organization that supports impoverished children throughout the world.
LISA BORROMEO CHECCHIOChief Marketing OfficerLisa serves as our Chief Marketing Officer, championing the world’s most iconic hotel brands and leading the company’s revenue generation strategy. Prior to the spin-off of Wyndham Hotels & Resorts in 2018, Lisa served as Senior Vice President, Global Brands for Wyndham Hotel Group. Lisa joined the company in 2015 as vice president, Brand Marketing. Prior to joining Wyndham, Lisa served in various marketing positions at JetBlue Airways, and earlier in her career, she worked in event management in professional tennis.
MONICA MELANCONChief Human Resource OfficerMonica serves as our Chief Human Resource Officer, leading a wide range of human resources, corporate social responsibility, and operations functions across the company’s global enterprise. Prior to her current role, she served as Group Vice President, Human Resources, overseeing human resources for all of Wyndham’s managed hotels in North America. She joined the company in 2018, following its acquisition of La Quinta, where she previously served as Vice President, Employee Relations. Prior to La Quinta, Monica spent 15 years with Target, serving in a number of progressive, senior human resources roles.
SCOTT LEPAGEPresident, AmericasScott serves as our President, Americas, and is responsible for maximizing the performance of franchised and managed hotels in the region. He previously served as Executive Vice President, Managed Operations, overseeing the company’s managed hotel portfolio. Prior to the spin-off of Wyndham Hotels & Resorts, Scott served as Executive Vice President, North America Operations for Wyndham Hotel Group and before that, as Vice President, Internal Audit, for Wyndham Worldwide. Before joining Wyndham, he served in various financial and operational roles with Arthur Andersen, IAC and Cameron-Brooks. Scott is a former Naval Aviation Officer and previously led operational teams over a 10-year career with the U.S. Navy.
MICHELE ALLENChief Financial OfficerMichele serves as our Chief Financial Officer. Prior to this role, she served as our Executive Vice President and Treasurer, overseeing capital markets activity, global cash management, risk management and business intelligence. Before the spin-off of Wyndham Hotels & Resorts in 2018, she served as Senior Vice President of Finance for Wyndham Worldwide, where she had responsibility for enterprise-wide budgeting, forecasting, capital allocation, financial analysis and strategy. Michele has over 20 years of experience in the hospitality industry and has served in varied financial leadership positions of increasing responsibility throughout her tenure with Wyndham and its predecessors. She began her career as an independent auditor with Deloitte.

Culture (2)

OUR VALUESIntegrity We hold ourselves to the highest standards. We’re responsible, truthful, and transparent. Accountability We honor our commitments and deliver results. Under any circumstance, we stand up and say, “Count on me.” Inclusive We respect differences in people, cultures, ideas, and experiences. Caring We never underestimate the power of compassion. We generously give our time, attention, and action. Fun When we have fun doing what we love, our guests love their experiences with us.
CULTUREAt Wyndham Hotels & Resorts, a set of values underpins our distinctive culture, drives our growth, nurtures innovation, and inspires the great experiences we create for team members and the people we serve. COUNT ON ME Our signature “Count on me” service culture encourages each team member to be responsive, be respectful, and deliver great experiences to our guests, partners and communities.
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