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Guest Experience Supervisor

Posted January 4, 2022

PGA National Resort & Spa
Palm Beach Gardens, FL
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About This Job

This position will provide exceptional service and a positive impression of the hotel by building memorable connections with the VIPs. This position has a direct impact on the overall guest experience, and is responsible for ensuring 100% satisfaction for the entire duration of a guest’s stay.

Job Requirements:

  • Responsible for welcoming VIPs during check-in, and give them a farewell while checkout.

  • Providing a 5 star service for the VIPs
  • Assisting and ensuring all the VIPs needs are meet
  • Enhance guest experience and elevate guest service

  • Arrange amenities for VIPs & special occasions guests.

  • Coordinate VIPs check-ins & assigning rooms

  • Follow up during VIPs & long term guest stay

  • Resolve VIPs issues and complaints, resolving matters with customer satisfaction in mind

  • Ensures all VIPs contact is courteous, informative, and thorough.

  • Maintains an inventory of vacancies, reservations, and room assignments.

  • Maintains knowledge of all hotel services and local activities to respond to inquiries accurately.

  • Handles VIPs inquiries and special requests with promptness, following up as necessary.

  • Works closely with other departments to ensure that all complimentary and high-end amenity offerings provided are consistent with the agreed upon arrangements.

  • Oversees day-to-day activities of the guest services department.

  • Enforces all company policies and standard operating procedures.

  • Performs additional related duties as requested by a manager at any time.

  • Two years of prior hotel front desk experience in a select service or full-service hotel required.

  • At least 1 year previous supervisory experience required within a Branded Select Service or Full Service Hotel.

  • High School Diploma or GED is required. Bachelor’s degree and career interest within the hospitality field is preferred.

  • Basic computer skills with proficiency in Microsoft Office required. Knowledge of Marriott Marsha and PMS helpful.

  • Must be energetic and maintain a positive attitude.

  • Must be able to work a flexible schedule including Days, Nights, Weekends and Holidays.

  • Cash handling, and customer service experience required.

  • Must be positive, energetic and a strong leader.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

PGA National Resort & Spa

400 Avenue of the Champions
Palm Beach Gardens, FL 33418

(561) 627-2000

354 Room Resort

Our Resort

PGA National Resort & Spa has long been a place of legendary moments. Here at this Palm Beach destination, luxury is always the standard, golf is never considered just a game and together the two create an enviable lifestyle in a setting that embraces the best Florida has to offer. Anchored by five championship golf courses, and renowned throughout the world as Home to the PGA Tour’s Honda Classic and the legendary Bear Trap, PGA National also boasts a world-class destination spa, a private state-of-the- art sports & racquet club and an exclusive private membership club at the heart of this luxurious resort lifestyle community.

The moment you arrive you will feel what draws people to PGA National. Golf is at the heart of it all, combined with great food and friends, an enviable year-round climate that lends itself to an active lifestyle – all offered in warm and welcoming elegant contemporary surroundings.