Guest Experience Expert

JOB SUMMARY

We want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services to our resident owners. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience.

DAILY RESPONSIBILITIES

Concierge Services

 Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.

 Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

Guest Relations

 Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

 Address guests' service needs in a professional, positive, and timely manner.

 Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible.

 Assist other employees to ensure proper coverage and prompt guest service.

 Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.

 Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

 Thank guests with genuine appreciation.

 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

 Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.

 Communicate recommendations in a way that builds excitement and interest among guests and associates.

 Perform other reasonable duties as requested.

Guest Services

 Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, requests, or problems.

 Follow up with guests to ensure their requests or problems have been met to their satisfaction.

 Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.

 Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, requests, or problems.

Safety and Security

 Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

 Maintain awareness of undesirable persons on property premises.

 Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.

 Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Working with Others

 Support all co-workers and treat them with dignity and respect.

 Develop and maintain positive and productive working relationships with other employees and departments.

 Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

 Comply with quality assurance expectations and standards.

Physical Tasks

 Enter and locate work-related information using computers and/or point of sale systems.

 Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

 Read and visually verify information in a variety of formats (e.g., small print).

 Stand, sit, or walk for an extended period of time or for an entire work shift.

Communications

 Provide assistance to coworkers, ensuring they understand their tasks.

 Speak to guests and co-workers using clear, appropriate and professional language.

 Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).

 Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Reports/Recordkeeping

 Review shift logs/daily memo books and document pertinent information in logbooks.

 Print contingency lists to have a record of all guests in case of emergency.

Policies and Procedures

 Ensure uniform, nametags, and personal appearance are clean, hygienic, and professional.

 Follow company and department policies and procedures.

 Perform other reasonable job duties as requested by Supervisors.

 Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

 Protect the privacy and security of guests and coworkers.