Guest Experience LeaderCarillon Miami Wellness ResortMiami Beach, FL
A property of: Carillon Miami Wellness ResortPosted 3 weeks ago
In less than 2 minutes, get your Personal Score for every job
Primarily responsible for facilitating the smooth daily operation of the Front Office and Hotel. Primary focus on the guest registration process, ensuring guest satisfaction, and preparation of upcoming guests.
The Guest Experience Leader is responsible for, but not limited to, contacting every guest prior to arrival, customizing and personalizing their experience as well as creating unique approaches to WOW the guest. The G.E.L. must recommend spa treatments, salon, health and healing and fitness services. The G.E.L. must be able to explain services and classes to guests in a clear and enthusiastic manner.
In addition to scheduling on property services and dinning, the GEL will act as the guest’s personal concierge to ensure that any outside entertainment, dinning and activities are facilitated for their convenience. The G.E.L. will check-in and check-out all hotel guests in an efficient, friendly, and personalized manner. While the guest is on property the G.E.L. will act as the guest’s main point of contact for any questions, concerns or recommendations relating to their stay. The G.E.L. will be responsible for documenting any specific requests or important information about their assigned guest in order to provide them with a higher level of service on their current and/or next visit.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Percentage of time spent on each task.
Contact guests prior to their stay, creating excitement and enthusiasm for their anticipated arrival. Determine guest’s trip persona (intentions). Obtain as much information as possible using our questionnaire and through conversation/email. Actively listen to guests using empathetic listening skills to assist in guest programming. Create customized itineraries for guest including outside activities during their stay. Inspire guest to achieve their goals while at Carillon Miami Wellness Resort. Communicate special requests to appropriate department heads. Communicate guest requests and vital information to providers and any other applicable outlets. Organize appointment scheduling to maximize use of time and profitability whilst ensuring that the guest’s needs are of first importance.
Greet all guests with positivist and a smile. Check-in all guests in an efficient, friendly and personalized manner. Ensure smooth check-out experience for each guest. Recommend survey and Trip Advisor to every guest. Accurately handle guest transactions including cash handling, credit card charges, room charges, gift cards, comps, etc. Reply quickly and efficiently to all incoming emails from guests and other departments. ·
Perform daily opening procedures or nightly closing procedures.
Represent Carillon Miami Wellness Resort in a positive manner, both by speech and actions. Exercise proper phone, email and in person etiquette and professionalism. Document all guest challenges and irregularities in the reservation system. Communicate any concerns to the Guest Experience Managers or Director. Take ownership of guest problems, and refer the situation to a Manager or Director when necessary.
Create guest reservations when necessary and add shares/accompanies as necessary.
Perform other job-related duties as directed.
Adhere to all Carillon Miami Wellness Resort standards and the LHW Standards.
Keep the facility impeccably neat and clean at all times.
Report and document any observed or known safety hazards, conditions or unsafe practices and procedures to management immediately.
Have a thorough working knowledge of Carillon Miami Wellness Resort services, hours of operation, facility, etc.
Recognize the importance of “sales” in every aspect of their role and be responsible for achieving sales targets as set by the Guest Experience Management team.
Have a practice of a self-care so there is a modeling of a healthy lifestyle.
Willingness to learn new techniques and software.
Participate in ongoing training and development.
Understand they are a part of a team committed to optimizing the health and satisfaction of our guests.
Ensure a positive experience for every guest arriving and departing from the hotel.
Handle guest concerns relating to service and payment.
Provide concierge services (entertainment, restaurant reservations, and any other specific guest requests).
Troubleshoot problems situations to assure procedures and processes are examined to prevent problem re-occurrence.
Handle and or refer guest problems or complaints to Manager according to Carillon Miami Wellness Resortguest problem resolution policy.
Flexible with working hours to include day, nights, weekends, and or holidays.
Responsible for overnight coverage, this includes but not limited to work the overnight shift.
Participate in guest service interactions throughout the property and other events as assigned.
Must have working knowledge of: Opera, Spa Soft, Go Concierge, Open Table, HotSOS, Outlook, Word, Power Point, Publisher
Must possess excellent organizational, written and verbal communication skills.
Must wear name tag and department uniform.
1 to 2 years of hospitality experience preferred.
Must possess accounting aptitude with the ability to manage billing.
Must possess working knowledge of computers and software (Microsoft Office)
Must be able to communicate in English both spoken and written.
High School diploma
Preferred: minimum of an associate degree in Hospitality or Business Management.
-OR-Any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position.