Guest Experience Manager
- Hot Springs, VA
- Permanent
- Full-time
- Oversee team of Experience Planners responsible for advanced reach out to all incoming guests in order of highest priority
- Monitor volume of calls and success of reach out relative to revenue generating expectations.
- Oversee onsite team of Experience Planners dedicated to direct guest contact separately from the advanced reach out team.
- Manage Resort Experience Planner Monthly Incentive Program and process accurate reporting to quantify revenues and resulting payouts for associates
- Work with Director of Revenue to identify monthly team goals
- Track success of sales efforts and revenue capture; share with appropriate personnel/management on an on-going basis
- Regularly meet with department leaders in the following areas:
- Front Office, Guest Services, Loyalty, Activities, Recreation, Spa, Golf
- Perform Manager on Duty responsibilities if operational needs require it.
- Attend all department leadership meetings
- Possess leadership skills relative to holding associates accountable to their daily job responsibilities
- Maintain schedule, payroll, and needed supplies
- Perform regular MOS audits and ATGT Meetings
- Provide direct training and evaluation of staff
- Manage special requests including but not limited to flowers, in-room amenities, and reservations for off property restaurants and activities.
- Make outbound activity sales calls; offer customized room and package products, spa services, golf, recreation, and dining/food & beverage options
- Assist as a liaison with golf, spa, f&b, and all resort activity staff to arrange appointments, tee times, and reservations.
- Process activity confirmations and complete appropriate point of sale transactions for specific activities.
- Answer inbound calls; check voicemail/inbox and answer emails in a timely manner.
- Respond to guest requests for Experience Planner services in a timely manner
- Email relevant correspondence with appropriate departments
- Make detailed reservation notes in reservation to ensure accuracy
- Attain a high propensity for customer service.
- Previous luxury hotel experience is preferred
- Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
- Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed.
- Knowledge of the surrounding area and nearby towns within 2 hours radius.
- Strong knowledge of Microsoft Office Software and computer programs (Opera, ResortSuite, Open Table, Alice, Synergy)
- Ability to stand for entire scheduled shift.