Assistant Manager, Guest Experience ( $66,600.00 - $71,700.00)

Position Summary:

• Ensures that all guests including, but not limited to, VIP, Repeat Guests, Exclusive Resort Guests, Milestone and Opportunity Guests are recognized as valued customers to The Resort at Pelican Hill.
• Responsible for building a data base and profiles for all repeat guests in order to “wow” and engage the guests and to increase guest loyalty to the property.
• Follows up with all Glitch guests and any opportunity guests of the resort (to include social media) to create inspirational and unprecedented experiences.
• Provides administrative support to the Guest Experience Manager and Director of Rooms

Job Duties:

• The Guest Experiences Assistant Manager is responsible for exceeding guest expectations by effective communication with all departments including Concierge, Rooms Controller, Front Desk and Reservations to ensure customer satisfaction is maximized.
• Develop a system for pre-arrival and welcome calls/notes to frequent stay guests.
• Contact guests to introduce self, find out what the nature of the visit is, cater to their specific needs and offer assistance. 
• Solicit post stay feedback and send thank you letters.
• Develop and maintain a system for Milestone guests in which each visit, or every couple visits, a Pelican Hill branded gift is presented. Ex. On the 2nd visit the guest receives a Pelican Hill branded water cup, on the 5th visit they receive a jacket, etc.
• Obtain guest preferences and update guest profiles.
• Create a system for special occasion guests – anniversaries, birthdays, holidays, graduations, etc. & create an email to invite them back to celebrate again.
• Arrange to have the guest’ personal preferences set and ready for their arrival.
• Run daily and weekly arrival reports and pre call VIP guests and repeat guests.
• Identify potential guests with local businesses and communicate with sales department.
• Follow up with guests to ensure that any Glitch or opportunity guests have had their experiences turned around.
• Spear head the Guest Name usage program and also track Glitch tracking to monitor and evaluate the trends and patterns.
• Manage and record guest complaints. Offer solutions and provide options.
• Manage online reputation and share/decipher guest feedback.
• Administer VIP identification program and acknowledgement.
• Create and implement guest preference database.
• Administer guest preference deliverables (update profiles).
• Provide accurate information to guests in a courteous manner; fill all reasonable guests’ requests or requirements; anticipate guests’ needs.
• Keep senior management informed of any guest’s problems or complaints, and action taken.
• Conduct weekly Guest Feedback Review meetings to communicate the email survey results to all Resort outlet leaders.  
• Offer VIP services: communicate with Housekeeping, F&B, and other departments to execute all services during the guest’s stay.
• Monitor all Guest Feedback Surveys and Guest Comment Cards and collect results to utilize as data to identity trends.
• Conduct Guest Name Usage Audits on a weekly basis to ensure employees are meeting the proper standards.
• Create monthly secret shopper program to consistently audit and monitor the results to ensure that Forbes 5 star and AAA 5 diamond ratings are met and exceeded.

Minimum Qualifications / Other Expectations:

• Bachelor’s Degree in Hotel Administration, Business Administration or a related field preferred.
• 3-5 years customer service experience required.
• Strong written and verbal communication skills.
• Work well under pressure and able to problem solve.
• Ability to effectively interact with customers and staff in a professional manner.
• Excellent organizational, time management, analytical and computer skills.
• Ability to solve guest problems and thinking outside the box to meet and guest needs.