Job Description

The Guest Experience Manager is responsible for on-property management of Evolution Hospitality's and/or Hotel brand frequent guest program including the coordinate of all departments involved in the service of Member/VIP guests. He/she will be responsible for updating the guest information database training front office associates managing local inventory of program collateral and providing every VIP guest with a personalized and memorable stay. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates overtime does apply and is calculated accordingly.

Responsibilities

QUALIFICATIONS:

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Previous supervisory experience required.
• Must be proficient with Windows operating systems
• Internal candidates must have a minimum of an above average score on most recent performance appraisal.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must routinely meet deadlines.
• Must be able to multi task.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Strong professional communication skills.  

RESPONSIBILITIES:

• Approaches all encounters with guests and associates in an attentive friendly courteous and service-oriented manner.
• Maintains the guest profile information system updating it as necessary to reflect current preferences (i.e. newspapers smoke sensitivity dining reservations cultural interests etc.). Ensure preferences are communicated to central database as necessary.
• Prior to the arrival of all members/VIP's confirms reservations transportation needs room type requests/amenities and social reservations.
• On the day that members/VIP's arrive determines that everything is ready for them including: reservation information transportation key packets room accommodations welcome note, coordinates amenities with food and beverage and special requests.
• Assists all departments with the implementation and maintenance of the standard frequent guest program including conducting training sessions as necessary.
• Produces welcome letter/packet of member/VIP arrivals.
• Attends and provides input at the PM rooms meeting (Daily Line Up) for all GSA's supervisors bell staff and door staff.
• Works with the HR to coordinate the delivery of all customer service training programs to all front desk associates.
• Greets arriving guests and assist members/VIP's with check-in.
• Responds to all guest comments on third party sites and Marriott sites.  
• Meets with Manager on Duty (MOD) to review arrival/evening business; associate may even act as MOD at respective property.
• Calls all members/VIP's departing the following day to offer assistance with departure arrangements; follow up with transportation requests.
• Develops rapport with return guests while maintaining a professional attitude and image.
• Meets with PM supervisor/MOD to review remaining member/VIP arrivals.
• Ensures guest privacy and security by correctly following Aimbridge Hospitality SOP's.
• Maintains a presence in the lobby during peak check-in and/or check-out times to assist with guest requests.
• Operates radios and pagers efficiently and professionally when communicating with other departments.
• Maintains a professional working relationship and promote open lines of communication with other managers associates and departments.
• Ensures implementation of all Aimbridge Hospitality policies and procedures.
• Works with the Property Accountant to arrange special billing for members/VIP's if applicable.
• Responds to all member/VIP guest requests situations complaints and accidents in an attentive courteous and efficient way.
• Provides feedback to corporate program management on issues related to program delivery guest satisfaction etc.
• Reviews the Guest Request Log daily for requests trends issues or concerns and generate ideas to improve the hotel's method of responding to guest requests.
• Attends weekly staff meetings and provide training on a rotational basis using the steps to effective training according to Aimbridge Hospitality's training standards.
• Completes all additional reports in a timely and efficient manner as required by management.
• Attends all meetings/training as required by management.
• Performs other duties as requested by management.

Property Details

Located in Chicago’s Gold Coast Historic District, our newly renovated hotel is ranked “best of” by many travel sites. It’s perfect for those who appreciate the impeccable, the refined, and the clever, all delivered with an elegant wit. Just steps away from the iconic Magnificent Mile on Michigan Avenue, our hospitality is for guests who savor the finer things but are not interested in formality. Talbott Hotel is defined by its timeless modern architecture, well-appointed yet comfortable décor, and exceptional personalized customer service.We have top-of-the-line amenities and behind-the-scenes technologies, but we are most proud of the awards and accolades that praise our welcoming staff.

About Evolution Hospitality

As the dedicated lifestyle vertical at Aimbridge, Evolution Hospitality creates distinct lifestyle experiences and drives performance throughout our curated collection of independent, luxury, boutique, lifestyle, and soft brand hotels, as well as restaurants, bars, and lounges throughout North America. At Evolution Hospitality, our focus on equal parts culture and results is what determines who makes the cut to be a part of this talented group, both at the corporate office and in the field. Honesty and humility are just as important as intellect and ability, and each member of the team embraces the challenge of becoming a better human being, both personally and professionally, as part of the package. And it’s this magical combination of brilliant, caring individuals that makes Evolution Hospitality the world-class operation it is today.

Company Overview

As the global leader in third-party hotel management, our growing portfolio represents over 1,550 hotels in all 50 states and 22 countries, from top international lodging brands to luxury hotels, destination resorts and lifestyle hotels. Our associates around the globe are passionate about serving our guests and driving exceptional results, and thrive in a culture where everyone is inspired to be the best. Join a world of possibility with Aimbridge Hospitality.

Benefits

After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:

• Now offering Daily Pay ! Ask your Recruiter for more details
• Medical, Dental, and Vision Coverage
• Short-Term and Long-Term Disability Income
• Term Life and AD&D Insurance
• Paid Time Off
• Employee Assistance Program
• 401k Retirement Plan

Compensation Min

USD $43,888.00/Yr.

Compensation Mid

USD $52,665.60/Yr.

Compensation Max

USD $63,198.72/Yr.

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EEO Statement

Aimbridge Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Application FAQs

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Job Tags

Daily paid, Full time, Temporary work, Local area, Afternoon shift,

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