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Guest Experience Manager

Talbott Hotel

20 East Delaware Place
Chicago, IL 60611

178 Room Hotel
Géré par Evolution Hospitality
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Compensation: $43,888 to $63,199 per year, Temps plein

Job Summary

The Guest Experience Manager is responsible for on-property management of Evolution Hospitality's and/or Hotel brand frequent guest program including the coordinate of all departments involved in the service of Member/VIP guests. He/she will be responsible for updating the guest information database training front office associates managing local inventory of program collateral and providing every VIP guest with a personalized and memorable stay. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates overtime does apply and is calculated accordingly.

Responsibilities

Qualifications

  • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Previous supervisory experience required.
  • Must be proficient with Windows operating systems
  • Internal candidates must have a minimum of an above average score on most recent performance appraisal.
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must routinely meet deadlines.
  • Must be able to multi task.
  • Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
  • Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.
  • Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data and basic arithmetic functions.
  • Strong professional communication skills.  

Responsibilities

  • Approaches all encounters with guests and associates in an attentive friendly courteous and service-oriented manner.
  • Maintains the guest profile information system updating it as necessary to reflect current preferences (i.e. newspapers smoke sensitivity dining reservations cultural interests etc.). Ensure preferences are communicated to central database as necessary.
  • Prior to the arrival of all members/VIP's confirms reservations transportation needs room type requests/amenities and social reservations.
  • On the day that members/VIP's arrive determines that everything is ready for them including: reservation information transportation key packets room accommodations welcome note, coordinates amenities with food and beverage and special requests.
  • Assists all departments with the implementation and maintenance of the standard frequent guest program including conducting training sessions as necessary.
  • Produces welcome letter/packet of member/VIP arrivals.
  • Attends and provides input at the PM rooms meeting (Daily Line Up) for all GSA's supervisors bell staff and door staff.
  • Works with the HR to coordinate the delivery of all customer service training programs to all front desk associates.
  • Greets arriving guests and assist members/VIP's with check-in.
  • Responds to all guest comments on third party sites and Marriott sites.  
  • Meets with Manager on Duty (MOD) to review arrival/evening business; associate may even act as MOD at respective property.
  • Calls all members/VIP's departing the following day to offer assistance with departure arrangements; follow up with transportation requests.
  • Develops rapport with return guests while maintaining a professional attitude and image.
  • Meets with PM supervisor/MOD to review remaining member/VIP arrivals.
  • Ensures guest privacy and security by correctly following Aimbridge Hospitality SOP's.
  • Maintains a presence in the lobby during peak check-in and/or check-out times to assist with guest requests.
  • Operates radios and pagers efficiently and professionally when communicating with other departments.
  • Maintains a professional working relationship and promote open lines of communication with other managers associates and departments.
  • Ensures implementation of all Aimbridge Hospitality policies and procedures.
  • Works with the Property Accountant to arrange special billing for members/VIP's if applicable.
  • Responds to all member/VIP guest requests situations complaints and accidents in an attentive courteous and efficient way.
  • Provides feedback to corporate program management on issues related to program delivery guest satisfaction etc.
  • Reviews the Guest Request Log daily for requests trends issues or concerns and generate ideas to improve the hotel's method of responding to guest requests.
  • Attends weekly staff meetings and provide training on a rotational basis using the steps to effective training according to Aimbridge Hospitality's training standards.
  • Completes all additional reports in a timely and efficient manner as required by management.
  • Attends all meetings/training as required by management.
  • Performs other duties as requested by management.
Publié Le 14 Janvier 2025

Talbott Hotel

An upscale boutique hotel located within Chicago’s Gold Coast neighborhood and just steps from the iconic Michigan Avenue, our beautiful building came of age in the 1920s—a boom time for jazz, art and the downtown skyline. Through the years we were once a laundromat and even a jazz club, where bands like The Stones and the Dead would hang out. Legend has it that our newly renovated hotel was originally named after the rare Talbot-Lago sports car.

We’re still one of a kind, and we’re glad to welcome you.

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