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Guest Experience Ambassador

Posted June 15, 2022

Cadillac Hotel & Beach Club, Autograph Collection
Miami Beach, FL
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About This Job

Overview

Opportunity: Guest Experience Ambassador + $1,200 Sign On Bonus!

The Guest Experience Coordinator will report to Guest Experience Manager.  

Potential Career Path - Grow with us...

Guest Experience Manager

Positions Requirements

  • Monitor and analyze the guest experience index and regularly check and follow up with guests reviews and Medallia. Supervise the Guest Experience Index through analysis of trends and ensure constant and consistent communication of the results.
  • Responsibilities will also include communication between all departments to ensure quality guest experience. 
  • Make recommendations as necessary for areas of improvement. Resolve guest concerns expeditiously in a manner which is beneficial to all involved through communication with department management.  
  • Comply with Marriott guidelines. Ensure all internal communications are on brand per HHM standard. Respond and update as necessary.       
  • Knowledge of all aspects of front desk operations, including check-in and check-out, settlement, award programs, handling guest requests and complaints.
  • Ability to communicate with others and inform line employees of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
  • Update all relevant information pertaining to events in the hotel on a regular basis and communicate those changes quickly and effectively.
  • Manage and execute amenity program, inventory of the items, storage and delivery to the guest room prior to arrival
  • Send pre-arrival, pre-departure emails to all Bonvoy guests, conduct follow up calls after guest arrival to ensure guest satisfaction 
  • VIPs, high paying guests, high profile guests room assignment
  • Resolve GXP cases and conduct proper follow up
  • Perform duties of lobby ambassador during peak times of arrivals and departures
  • Assist with all guest experience initiatives including champagne check in process 
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Ensure overall guest satisfaction.
  • Perform other duties as requested by management.

Experience 

  • Excellent communication skills, both verbal and written.
  • Must possess excellent computer skills. 
  • Ability to communicate with others and inform line employee of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
  • High school or equivalent education required. Bachelor’s Degree preferred.
  • Minimum of two years experience in hotel industry. Front office experience is beneficial.

Benefits

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Supplemental Insurance Plans
  • 401K Plan and Employer Match
  • Company-Paid Life Insurance
  • Employee Assistance Program
  • 6 Paid Holidays
  • Paid Time Off
  • Referral Program
  • Department Incentives
  • Employee Discounts
  • Tuition Reimbursement

Work Environment and Context

  • Work schedule varies and may include working on holidays, weekends and alternate shifts.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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About this Employer

Cadillac Hotel & Beach Club, Autograph Collection

3925 Collins Avenue
Miami Beach, FL 33140

(305) 538-3373

356 Room Hotel

www.marriott.com

Our Hotel

Inspired by European service, Cadillac Hotel & Beach Club defines a new kind of Miami Beach experience. Through differentiated offerings and unparalleled oceanfront dining options, paired with sophisticated design, we create an exceptional environment for our guests, families, and locals alike. Steps away from white sand, endless waves and Miami Beach’s signature beachfront boardwalk, Cadillac Hotel is the perfect location for a romantic getaway or family vacation. Guests can discover premier shopping experiences in the nearby Design District or Bal Harbour Shops, then relax comfortably in one of our brand new hotel rooms or suites featuring art deco-inspired décor with a nod to the 1940s. After a lazy beach day, we invite our guests to enjoy a glass of rosé at our oceanfront cocktail bar featuring small bites and fresh raw bar. Dinner at our signature restaurant features the most authentic in southern Italian fare, including thin crust pizza from our wood burning oven.