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Guest Experience Specialist

Posted January 15, 2022

Graduate Oxford
Oxford, MS
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About This Job

Graduate Hotels®, is seeking a Guest Experience Specialist to join Graduate Oxfordand its brilliant team of hospitality enthusiasts.

Graduate Hotels creates authentic, spirited spaces that connect travelers, students, and locals alike. Through thoughtfully curated design, creative F&B, and community-focused events, we create hotels worthy of their communities.  

We are a diverse team of experience makers and storytellers. As a Graduate Hotels team member, you are the local insider shaping guest experiences. Our goal is to make every guest feel like a local even if it's their first time in town. In order to help you deliver on that goal, we encourage our team members to embody the same mindset as our guests through Graduate experiences and encouraged community exploration. 

POSITION DESCRIPTION

A champion of guest experience and telling the Graduate Hotels story.  Warmly welcomes guests and is present in the lobby during peak hours to assist with inquiries, luggage, and assisting guests in general.  Manages group resumes, group experiences, and ensures contacts are supported throughout the stay.  Where applicable is the operations lead and concierge for the local Graduate Home.  Is highly engaged in the community and makes recommendations, reservations, and overall aids in those areas to our guests. 

JOB DUTIES AND RESPONSIBILITIES

  • Manage hotel amenity program, reviews options with guests, prepares, and delivers them as assigned and needed
  • Review current and upcoming VIP arrival
  • Inspect VIP rooms and pre-set amenities
  • Order all amenities for upcoming guests
  • Reach out to each VIP and special occasion guests 1 week prior to their arrival
  • Reach out to each VIP and special occasion guest during their stay
  • Review incoming packages and special rate code guests
  • Review all group resumes and be knowledgeable of group contacts and group goals
  • Make reservations for guests at restaurants, spas, transportation, and any other requested activities
  • Gain familiarity and be the expert on property for information on the city’s geography, restaurants, amenities, clubs, and tourism industries to provide accurate information to hotel guests
  • Personally develop relations with well-established services: babysitters, florists, beauty and barber shops, in-room spa services, local convention, and visitor bureau, and local venues
  • Be familiar with all local events and activities and communicate those events to the entire staff
  • Recommends community activities to guests
  • Arrange events, excursions, transportation, etc. upon request from guests
  • Work with housekeeping when lobby and public area needs attention and ensures it is presentable by organizing books, fluffing pillows, wiping down high touch areas
  • Assist Front Desk with phones, guest communication, check-ins, and check-outs when necessary
  • Assist leadership with maintaining Pass-On log with Front Office team
  • Observe Front Office, F&B, and Valet guest interactions. Encourage positive and informative guest encounters through communication with associates
  • Assist Sales in hotel tours, additionally conduct tours of the hotel for business, educational, and social organizations
  • Maintain and develop events/ receptions to take place in the lobby during key dates or high occupancy

GRADUATE HOMES ADDITIONAL RESPONSIBILITIES (WHEN APPLICABLE)

  • Act as the point of reference for Graduate Homes guests who need assistance or information and attend to their wishes and requirements
  • Understand customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by both Graduate Homes and Graduate Hotels
  • Acquire extensive knowledge of the local market, including nearby venues and businesses to make the most suitable recommendations for guests staying in said market
  • Fulfills unusual requests such as arranging for adventure experiences such as hot air balloon rides, coordinating special moments for guests, and searching for hard-to-find items
  • Respond to complaints and find the appropriate solution
  • Arrange for interpreters or translators when needed
  • Develop and maintains service relationships to fulfill the needs of patrons, customers, guests, or employees
  • Performs other related duties as assigned

EDUCATION AND EXPERIENCE

  • Minimum of 2 years in hotel customer service experience
  • Minimum of 1 year of concierge experience or like position
  • Minimum of High School education, post-high school education preferred

KNOWLEDGE, SKILLS, AND ABILITIES

  • Opera, Revinate, Alice, and Medallia working knowledge preferred
  • Outgoing personality
  • Ability to communicate effectively verbally and written
  • Team player
  • Ability to exceed expectations of guests
  • Customer service focus

About Graduate Hotels®

Graduate Hotels is a hand-crafted collection of hotels that reside in dynamic university-anchored towns across the country.  Each hotel pays homage to the heritage of its unique town through cultural nods to the local community.  Launched in 2014, there are 35 hotels across the U.S. and U.K. Graduate Hotels is owned by Adventurous Journeys (AJ) Capital Partners, a vertically integrated real estate developer, owner, and operator. For more information on Graduate Hotels, please visit www.graduatehotels.com.

*Graduate Hotels is an Equal Opportunity Employer.

Compensation Details

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About this Employer

Graduate Oxford

400 North Lamar Boulevard
Oxford, MS 38655

(662) 234-3031

136 Room Hotel

www.graduatehotels.com

Managed By

Our Hotel

Graduate Oxford is more than just a place to lay your head. While you’re with us, sip on a coffee at Cabin 82 or enjoy expansive views of the city at The Coop. We’re the perfect spot for Rebels – and their dogs! Pets stay free at Graduate Hotels.

We’re just a mile from Ole Miss campus, and prominently perched on The Square – the hub of the city center. Our lobby is stacked high with vintage reads, awash in preppy pink floors and cozy seersucker sofas. Take in Oxford elegance at The Coop terrace lounge for light bites and live blues or signature sips at Cabin 82, a nod to the heart of The Neshoba County Fair in our own quaint café.

From boardroom business to bridal parties, we can help plan your meeting or Ole Miss meet up for 2 or 200. The Coop, our terrace top lounge, is private party perfect and yours for the asking! We offer custom catering menus for any occasion and supply the latest tech touches to keep your specs on point and tea real sweet.