Director of Guest Experience
Company: El Monte Sagrado
Location: Taos
Posted on: January 24, 2023
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Job Description:
Description:
WORK, PLAY & ENJOY LIFE WITH HERITAGE We offer a work environment
that is focused on the employee experience, extremely flexible work
schedules and benefits that are unmatched in the industry;
including generous discounts on hotel room rates and food at all of
our restaurants in the portfolio across the state of New
Mexico!
Full-time salaried position ranging from $45k-60K annually +
benefits. Depending on Experience. Located in Taos, NM. Working out
of our El Monte Sagrado Resort & Spa.
Position Purpose: The Guest Experience Director 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
Directors 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:
Work under dotted line direction of property General Manager and
Corporate Director of Guest Experience, while reporting directly to
either the Director of Rooms or Director of Operations depending on
hotel.
Maintain high level of positive and professional approach with
employees, coworkers, and guests.
Set goals for performance that coincide with Heritage's plans and
vision.
This position is responsible for being the first point of contact
in guest service recovery for the property.
Review occupancy and event levels at property and schedule
department employees accordingly and within budget.
Drive morale positively as the accountable party to be present and
visible to guests and team members.
Assign, train, mentor and direct staff to carry out the exceptional
guest experience and foster an environment for employees to be
successful in performance, and further feel engaged and valued.
Perform interview, hire, disciplinary, and termination actions when
necessary for team members.
Control all guestroom allocations, ensuring that reservations are
accurately recorded and monitored to ensure optimum occupancy and
revenue is achieved.
Provide highly knowledgeable and innovative community minded
recommendations for guests about hotel events, amenities, local
attractions, restaurants, etc.
Monitor blocks and additional blocking as needed, i.e. special
requests, suites, etc.
Maintain an efficient system of communication between the Front
Office and all other departments, with particular regard to guest's
arrivals and departures.
Manage all aspects (including challenges) of our reservations
system.
Resourcefully solve any issues that arise and seize control of any
problematic situation.
Interact with guests and on a frequent basis to obtain feedback of
their experiences on property; utilizes guest feedback to recognize
excellent front of house service performance and improve service
delivery.
Passionately deliver refined, seamless service, while upholding the
highest level of confidentiality for the safety and comfort of each
guest.
Acknowledge special occasions with guests; weddings, birthdays,
anniversary, etc. further providing room upgrades and amenities
when applicable.
Other duties as assigned consistent with the functions of this
position as needed at the property.
HP22
Requirements:
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.
NM Safe Certified Hotelier, Inspiring Our Communities, &
Celebrating Local Artisans.
Heritage Hotels & Resorts Inc. is an Equal Opportunity
Employer.
PI200912937
Keywords: El Monte Sagrado, Santa Fe , Director of Guest Experience, Executive , Taos, New Mexico
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