Guest Experience Manager at The Renaissance Pittsburgh Hotel
- Pittsburgh, PA
- Permanent
- Full-time
- Manage associates in the division in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
- Develop, recommend, implement and manage the division's annual budget, business/marketing plan, forecasts and objectives to meet/exceed management expectations.
- Implement company programs (Franchise) and manage the operations of the department in a manner consistent with federal and state laws and regulations and company policies and procedures to ensure a high level of quality and customer satisfaction.
- Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
- Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
- Create a work environment that allows for personal growth and development for all associates, encourages an empowered and engaged workforce while supporting the Sage values.
- Ensure prompt and appropriate response to conflict management.
- Evaluate and support proper staffing levels and positions to ensure the success of the hotel.
- Support strategies for the property from an operation, staffing and service perspective while ensuring alignment with the businesses other disciplines and support teams. Support strategic planning, development, and coordination of business initiatives and strategies.
- Ensure consistent and stabilized systems and processes for the customers.
- Mentor and develop high potential talent and future high potential talent in line with the organizations talent management strategies.
- Implement succession planning within each direct report to provide new opportunities as associates develop.
- Look for more efficient and effective ways to provide services to our hotels and owners.
- Leverage technology and third parties where appropriate.
- This includes experiential knowledge required for management of people and complex problems.
- Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
- Ability to make decisions with only general policies and procedures available for guidance.
- Supervisory/management skills. Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.
- Moderate hearing necessary as guests phone with requests and questions.
- Excellent vision necessary to assess required reaction to meet standards.
- Excellent speech communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner.
- Excellent literacy is required. Must be able to both assimilate and generate explicit and concise documents for publication within our corporate environment.
- Lifting, pushing, pulling and carrying -must be able to accomplish any task required of associates within assigned departments.
- Bending/kneeling -must be able to accomplish any task required of associates within assigned departments.
- Mobility -must be able to accomplish any task required of associates within assigned departments.
- Continuous standing -must be able to accomplish any task required of associates within assigned departments.
- Climbing up to approximately 40 steps 1% of 40 hour week. Climbing ladders up to approximately 5 feet 15% of 40 hour week.
- Driving required as necessary.
- Medical, Dental, & Vision Insurance
- 401(k) with 100% Employer Match
- Paid Vacation and Sick Time
- Complimentary Employee Meals
- Hotel Discounts (Both Marriott and Sage Portfolios)
- Eligible for Referral Bonuses
- Incentive Programs
- Cell Phone Discounts