Guest Experience Manager

Club Quarters Application- US

Guest Experience Manager

Club Quarters Midtown/Times Square

Our Guest Experience Manager is responsible for all aspects of guest services at the hotel. This includes assisting guests with luggage, checking guests in and out, storing and retrieving luggage, delivering packages and other items, running daily reports, handling guest transactions, responding to guest inquiries, and providing concierge services as requested. They must ensure that the front desk guest experience is quick and efficient for all guests and visitors.

This position requires open availability and flexible scheduling. We work in a dynamic environment that may require nights, weekends, or overnight duties. While we try to create structured work schedules, flexibility and open availability is a requirement for this position.

CORE FOCUS & ESSENTIAL RESPONSIBILITIES

Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

Maintain cleanliness and orderliness of the property entrance, lobby, and bell closet areas.

Complete the registration process in accordance with Club Quarters' check-in standards: greet guests, confirm length of stay and room type, obtain contact information and payment, and offer general hotel information before directing guests to the elevator.

Deliver newspapers, messages, packages, mail, and other items to guest rooms, meeting rooms, and offices.

Close guests' accounts at check-out according to Club Quarters' check-out standards: greet guests, confirm and collect payment, and request feedback regarding their stay. Update guests' profiles to ensure the best possible service for future stays.

Greet guests with an open and warm persona, either on the phone or in-person. Use a positive and clear speaking voice, deliver on all guest requests in a timely manner, provide accurate information such as outlet hours and hotel functions, and offer basic concierge services.

Handle cash, make change, and balance an assigned house bank. Post charges to guest rooms and house accounts using the property management system.

Work with various departments to ensure guests receive the best possible service. This includes working with Housekeeping for all guest requests and room status updates, Engineering for all guest requests and building issues, Sales for all guest inquiries, group business, and daily site visits, and reservations for all reservation inquiries, changes, and billing issues.

Address and field guest complaints, conducting thorough research to develop the most effective solutions and results. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert, especially during emergency situations and heavy hotel activity. Plan and implement detailed steps using experienced judgment and discretion. SUPPORTING FUNCTIONS

In addition to the core focus and responsibilities, the candidate is expected to complete the following duties:

Follow up on outstanding operational and guest (internal & external) issues.

Monitor guest feedback and adjust accordingly.

Inspect lobby areas, hotel entrances, and garage for cleanliness and maintenance, report deficiencies to appropriate departments, and ensure timely completion. ESSENTIAL QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to satisfactorily communicate in verbal and written English with guests, leadership, and team members to their understanding.

Prioritize and organize work assignments, have timely follow-up and execution.

Have superb time management skills.

Maintain complete knowledge of all hotel services/features and hours of operation.

Additional language, mathematical, and reasoning abilities as outlined below.

Ability to comply with physical demands as outlined below.

Knowledge and understanding of Club Quarters culture and initiatives.

Technologically sound with Microsoft Office applications.

Ability to compute basic mathematical calculations.

Manual dexterity for typing.

Flexible schedule required, including weekends and holidays. REQUIRED EDUCATION and/or EXPERIENCE

High School Graduate and/or any combination of experience that provides the required knowledge, skills, and ability to effectively fulfill the requirements of this job description.

Previous experience in a hotel setting preferred. LANGUAGE, MATHEMATICAL, and REASONING ABILITIES

Candidates must meet the following cognitive abilities:

Ability to understand guests' service needs and requests.

Ability to acknowledge guests' requests politely.

Ability to clearly communicate in verbal and written English (additional foreign languages are encouraged and preferred).

Ability to apply logical thinking and understanding to carry out written and oral instructions.

Ability to address and solve problems involving guest and operational issues.

Ability to compute basic mathematical calculations. PHYSICAL DEMANDS / WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The typical environment is an office atmosphere with ambient room temperatures, ambient lighting, and common office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sit, walk, and stand continuously.

Lift/carry 10lbs frequently and 25lbs occasionally.

Bend, squat, crawl, and reach above shoulder level.

Use dominant hand coordination for simple grasping, pushing/pulling, and fine manipulation.

May be exposed to extreme temperatures, dust, dampness, height, and moving machinery.