Director of Guest Experience
Company: El Monte Sagrado
Location: Taos
Posted on: January 27, 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 PBXEssential 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
#LD2022 #DL 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.PI200915198
Keywords: El Monte Sagrado, Santa Fe , Director of Guest Experience, Executive , Taos, New Mexico
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