Guest Experience Manager - Virgin Hotels

YOUR MISSION (The Job Description)

The Guest Experience Manager will play a vital role in coordinating and managing guest correspondence and service scores to increase quality of service delivery.

The Guest Experience Manager will be responsible for developing and maintaining department objectives, policies, procedures, and operating budget to ensure proper management of operations.

THE NITTY-GRITTY (The Essential Job Duties)

This role will collaborate closely with Executive Director of Hotel Operations to:

* The Guest Experience Manager will create a persistent focus on the guest and drive the organization to work together to deliver an optimum guest experience

* The Guest Experience Manager acts as a strategic partner to operating department leadership to create department standards and guides a unified approach to guest service to include measurement of overall guest sentiment

* Oversees guest experience and provides strategic direction to operating departments for training on guest service

* Responsible for identifying areas of opportunity to elevate our guest journey and suggest solutions

* Observe our guests' experience/journey throughout their stay and collaborate with managers on delivering feedback and improvement actions

* Measure, analyze, and report on guest service satisfaction performance metrics such as the post-stay survey, guest experience feedback channels, TripAdvisor, Yelp, Social Media platforms, and internal inspections

* Work closely with Marketing Department on reputation management and response verbiage for guest feedback on online sites such as TripAdvisor, Yelp, Social Media platforms, etc.

* Partner with operating departments, regularly reviewing and analyzing their guest service data to generate action plans to address service deficiencies and goals.

* Collaborate with departments to monitor the progress of their guest service action plans and assist in-service training as needed

* Respond to guest questions, comments, issues, and inquiries about the property in a professional and timely manner, achieving positive resolutions

WHAT IT TAKES (The Qualities We Look For)

* Great collaborators with the ability to create excellent working relationships across the group. Collaborative approach with all departments

* Ability to break down barriers and resolve potential conflicts swiftly and effortlessly

* Effective communication and presentation skills to all levels of management

* Creativity and innovation are essential!

* Ability to think freely and approach all issues with a completely fresh approach

* Ability to anticipate needs and over deliver wherever possible

* Candidates must think on their feet and use their initiative to solve problems and deliver solutions

* Excellent customer relations, communication, presentation and organization skills of utmost importance

* Able to change direction and work on multiple project aspects at once

* Enthusiastic, passionate, able to enthuse and motivate others

* Leadership ability and behavior consistent with Virgin Hotels Core Values: Fun, innovative, original, and personable, and striving to deliver high quality and brilliant customer service

MUST HAVE'S

* Ability to use all equipment associated with the position, including but not limited to computer keyboard

* Must be able to communicate effectively with all levels of employees as well as all outside contacts

* Must be able to review, comprehend, and respond to all necessary documentation

* Operates in a working environment that is subject to varying levels of crowds, noise, vibrations, smoke, and hazards such as moving cars

* Proper safety precautions are taken. This position frequently works outside and is subject to all weather conditions. May be required to climb stairs

WOULD BE NICE TO HAVE'S

* Prior experience in preparing and administering budgets and administration of capital expenditures

* Ability to communicate effectively with co-workers and subordinates

* Prior experience in the managing of guest services

* Understanding of workplace environment and team member relations

* A high school or equivalent education as well as five years of experience in any combination of the following: hotel operations, with a minimum of three years in a supervisory capacity

THE WORKING CONDITIONS

* Sitting for long periods of time. Long visual exposure to computer screen(s). Working both independently and interdependently depending on work tasks, projects, special initiatives. Possibly experience job related stress due to tight deadlines, demands, crisis management

* Lift up to 40 pounds

* You may come into contact with pet dander or hair as Virgin Hotels Las Vegas is a pet friendly property

VALUABLE TRAITS

* 50% logical / 50% creative / 100% AWESOME

* Enjoy working with a team and alone as the situation dictates

* Adaptive, Flexible!

* Embody "great attitude"

* Unwavering integrity and endless work ethic

* Appreciate constructive feedback, as well as graciously providing the same

* Tenacious and self-motivated

*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled