Position Purpose: The Guest Experience Manager and their team helps sets the tone for the Heritage experience as the main points of contact for duration of a guests stay. The Guest Experience Managers are expected to be professional consistent and energetic when they welcome the guests stay at a Heritage property. Our Guest Experience Manager and team will articulate the story, inspiration, behind the experience of Heritage, while prioritizing and being mindful of the guests needs. The Guest Experience Manager is an essential support to the Front of House team in creating unforgettable experiences for guests.

Supervisory Responsibilities: Lead Guest Experience Hosts, Guest Experience Hosts, Bellman, Valet, and in house PBX

Essential Duties and Functions/Responsibilities/Tasks:

•  Support the property General Manager and Corporate Director of Guest Experience while reporting to the Director of Rooms or Operations. 
• Oversee front desk operations to ensure guest satisfaction and efficiency. 
• Manage team scheduling, training, and performance to ensure an exceptional guest experience. 
• Assist with hiring, training, and performance management. 
• Oversee guest service recovery and maintain high service standards. 
• Resolve guest issues efficiently and enhance service based on feedback. 
• Maintain effective communication between departments for seamless operations. 
• Manage reservations, room assignments, and collaboration with housekeeping. 
• Optimize room occupancy and revenue through accurate reservations and allocation. 
• Serve as primary contact for Hilton guest inquiries,  rewards, and accounting reconciliation. 
• Implement and advocate the Hilton Honors program. 
• Recommend hotel amenities and local attractions to guests. 
• Provide property tours and uphold high service standards. 
• Maintain organization, cleanliness, and streamlined front desk procedures. 
• Enforce cash handling and credit policies. 
• Ensure compliance with all operational procedures. 
• Support hotel operations as needed for optimal guest experience. 
• Other duties as assigned.

Benefits:

• Part-time employees receive: Dental, Vision and 401k!
• Full-time employees receive: Medical, Dental, Vision, Life, Short-Term Disability, Accident, Critical Illness & 401k!

• Proven leadership experience in a hotel setting required, with a passion to provide exemplary guest service.
• 2-3 years or equivalent combination of education and experience; high volume guest-interfacing hospitality experience a must.
• Must be highly knowledgeable and openly willing to be creative in curating an experience for the guest in the hotel and city for which this position is listed. This requires expertise on local dining, entertainment, events and attractions in the area of the hotel and the greater city area.
• Must be a passionate people person, as this job is highly interactive and requires superb customer service skills.
• Friendly and warm demeanor, excellent verbal and written communication and ability to multitask while maintaining poise.
• Strong knowledge of hospitality software and MS Office required.
• Ability and willingness to work flexible long hours including weekends, holidays and late nights.
• Ability to work on feet for eight hours or more.
• Must be able to lift/push/reach for/carry 25+ pounds occasionally.
• High school diploma or equivalent experience/training required; some college preferred.