Guest Experience Supervisor at The Hotel Dena – Pasadena, California

Opportunity: Guest Experience Supervisor

The Guest Experience Supervisor will supervise the Guest Experience by assisting the Guest Service Manager. Generates and provides an upscale and authentic experience for guests while maintaining consistent communication with the operations team. Supplies guests with relevant information and ensures all requests are met according to established brand standards.

Potential Career Path

Front Office Manager

Positions Requirements

• Monitor and analyze the guest experience index with the Guest Service Manager and regularly check and follow up with guests reviews and Medallia on an internal basis.
• Responsibilities will include communication between all departments to ensure quality guest experience.
• Manage arrival and in house experience, including delivering amenities to guests’ pre-arrival.
• Communicate with sales, front office and reservations in order to coordinate and monitor guest room blocks and special reservation needs.
• Work to continually improve Guest Satisfaction scores through establishing good rapport with guests and being readily available for all guests needs.
• Monitor and maintain Guest Satisfaction scores internally for all associates to see daily.
• Register and assign VIP guests to hotel rooms.
• Make and confirm reservations and respond to guest requests in a timely manner.
• Be fully aware of guest satisfaction scores and work primarily toward increasing overall guest satisfaction and respond to all outlets in a timely fashion.
• Supervise the Guest Experience Index through analysis of trends and ensure constant and consistent communication of the results.
• Make recommendations as necessary for areas of improvement. Resolve guest concerns expeditiously in a manner which is beneficial to all involved through communication with department management.
• Knowledge of all aspects of front desk operations, including check-in and check-out, settlement, handling guest requests and complaints.
• Ability to communicate with others and inform line level associates of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
• Update all relevant information pertaining to events in the hotel on a regular basis and communicate those changes quickly and effectively.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the PBX/Guest Service areas and assist guests with luggage when staffing assistance is required or during peak periods.
• Enhance the pre-arrival guest experience and drive revenue through upsell of programs.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Qualifications

• Excellent communication skills, both verbal and written.
• Must possess excellent computer skills.
• High school or equivalent education required. Bachelor’s Degree preferred.
• Minimum of two years’ experience in hotel industry. Front office experience is beneficial.
• Knowledge of PMS systems preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It