Job Summary
The Guest Experience Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. As a part of the Front Office team, the Guest Experience Manager is responsible for assisting the Front Office management team.

Essential Functions
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Refinery Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming.
• Comply with Refinery Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.

Other Requirements
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Carry a cell phone at all times.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close o observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate all aspects of the Front Office computer system, including, report generation and analysis.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Refinery Hotel S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Refinery Hotel S.O.P.'s.
• Ensure implementation of all Refinery Hotel policies and house rules. Understand hospitality terms.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the Refinery Hotel philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Refinery Hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Refinery Hotel standards.
• Establish and maintain key control system.
• Ensure participation within department for monthly Refinery Hotel team meeting.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conduct meetings according to Refinery Hotel standards as required by management.


Education & Experience
• At least 5 years of progressive experience in hospitality or a related field; at least 3 years Front Office experience
• Hospitality Degree preferred.
• Fluency in multiple languages a plus.
• Ability to develop and deliver effective training to the Front Office staff.
• Comprehensive knowledge of top accounts for the hotel, NYC markets and trends.
• Experience with personal computers and various property specific applications, such as OPERA, Word, Excel, Outlook, Internet, H HOTSOS, Saflok, and guest response systems preferred.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

This job description is not intended to detail every aspect of your job or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to do this job successfully.

EEO M/F/M/V/D

Job Summary
The Guest Experience Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. As a part of the Front Office team, the Guest Experience Manager is responsible for assisting the Front Office management team.

Essential Functions
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Refinery Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming.
• Comply with Refinery Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.

Other Requirements
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Carry a cell phone at all times.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close o observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate all aspects of the Front Office computer system, including, report generation and analysis.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Refinery Hotel S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Refinery Hotel S.O.P.'s.
• Ensure implementation of all Refinery Hotel policies and house rules. Understand hospitality terms.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the Refinery Hotel philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Refinery Hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Refinery Hotel standards.
• Establish and maintain key control system.
• Ensure participation within department for monthly Refinery Hotel team meeting.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conduct meetings according to Refinery Hotel standards as required by management.


Education & Experience
• At least 5 years of progressive experience in hospitality or a related field; at least 3 years Front Office experience
• Hospitality Degree preferred.
• Fluency in multiple languages a plus.
• Ability to develop and deliver effective training to the Front Office staff.
• Comprehensive knowledge of top accounts for the hotel, NYC markets and trends.
• Experience with personal computers and various property specific applications, such as OPERA, Word, Excel, Outlook, Internet, H HOTSOS, Saflok, and guest response systems preferred.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

This job description is not intended to detail every aspect of your job or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to do this job successfully.

EEO M/F/M/V/D