posted October 23, 2019Eldorado Hotel & Spa
POSITION TITLE: Guest Service Experience Manager
REPORTS TO (TITLE): Assistant General Manager / General Manager
SUPERVISES: Front Office Agents/Hosts, Valet Drivers, Shuttle Drivers, Bellstaff, PBX Operators
DATE (Revised): December 2018
BASIC FUNCTION: The Guest Service Experience Manager (Director of Front Office Operations) is responsible for the daily quality and accuracy of the work produced by the Guest Services Staff. The highest standards of operation relating to guest satisfaction are to be maintained through the Guest Service Experiences Manager in the overall operations of the Guest Services.
QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE
High school graduate or equivalent.
Two years college education preferred.
Two years front desk experience required.
One year supervisory experience preferred.
Must be able to communicate effectively.
Able to work well with guests to resolve problems in a positive manner.
Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved.
Responsible for hiring, scheduling, coaching/counseling, and disciplinary action.
Supervise the performance, and conduct of the staff.
Ensure that the procedures for Host Program are maintained.
Maintain an efficient system of communication between Guest Services and other departments, with particular regard to guest’s arrivals and departures.
Act as group contact and handle the following: room blocking, arrivals (paying special attention to billing), departures and attending pre-con meetings.
Follow-up on all VIP blocks and inspect room prior to arrival.
Control and monitor blocks and additional blocking as needed, i.e. special requests, suites, etc.
Make profit improvement recommendations to the manager.
Serve on the Emergency Response Team.
Act as MOD as needed.
ENVIRONMENT: Inside building, office setting, with overhead lighting. At times exposure to outside weather.
Eldorado Hotel & Spa in Santa Fe is one of the premier Santa Fe hotels, where award-winning luxury and unexpected delights set the stage for an enchanting visit. Our grand hotel is conveniently located near the Historic Santa Fe Plaza, offering the perfect embodiment of the spirit of the city. We welcome guests to come experience our luxurious Santa Fe accommodations and amenities including on-site restaurant and bars, roof-top pool, more than 22,000 square feet of indoor and outdoor event space.
For 30 years Eldorado Hotel & Spa has provided exceptional Santa Fe lodging. Our AAA Four-Diamond-rated Santa Fe hotel in downtown Santa Fe offers spa services unparalleled to other luxury Santa Fe hotels. We are also a proud member of Preferred Hotels & Resorts, offering iPrefer consumer loyalty points at a global collection of independent hotels.
With more than 22,000 square feet of event space including outdoor space surrounded by views of downtown Santa Fe and the Sangre de Cristo Mountains, Eldorado Hotel & Spa offers a wide range of locations for social and business events. The hotel's professional events staff will help plan your event to perfection.
Santa Fe's most beautiful weddings happen at Eldorado Hotel & Spa. Couples have the opportunity to select their desired location from an array of stunning ballrooms, intimate spaces, a romantic patio, and an elegant non-denominational chapel--La Capilla de Oro! To make our brides' day even more special, we suggest a special day with spa treatments designed just for the bride at our hotel's Nidah Spa.