Additional Information: This hotel is owned and operated by an independent franchisee, Sage Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
POSITION FOCUS
Oversees and manages the guest experience for arriving, departing and in-house guests and VIP’s as determined by the hotel by ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Manages and elevates the guest experience through activations and hotel presence within the Front Office and Club Lounge. Oversees and manages all aspects of the guest loyalty and VIP program to provide exceptional and personalized experiences for our most loyal guests. Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success.
ESSENTIAL RESPONSIBILITIES
•Orchestrates, details, welcomes, develops and coordinates the delivery of VIP amenities.
•Orchestrate the Front Office, Housekeeping, Concierge, and Restaurant outlets to provide a seamless experience for our guests throughout their stay.
•Work closely with the Executive Office to identify areas of improvement in the Guest Experience.
•Champions and improves ranking of our TripAdvisor program.
•Champions our growing Luxury Travel segment by developing relationships with guests & Travel Agencies.
•Helps mitigate late C/O, early C/I issue and ensure guest satisfaction even when pending.
•Fulfill the increasing demand for management presence on weekend to specifically cater to our premium guest.
•Execute last minute High-end Retail clientele, arrivals and departures that meet and exceed expectations.
•Champions the Guest Recovery program and helps develop solutions to reoccurring issues.
•Has presence in our Club Lounge level to assist in guest satisfaction.
•Owns and protects the Presidential and Vice-Presidential suites in order to curate and personalize each stay and evaluate all guests who occupy them.
•Own each Cobalt Member guest and be their personal concierge throughout their stay.
•Oversee all aspects of the guest loyalty program to include communicating prior to arrival, personalizing service before/during/after the stay, updating guest profile database, deciding and executing against all profile and special requests.
•Determine and order all supplies and maintain inventory control minimizing unnecessary expenses.
•Provide elevated customer service through pre-arrival engagement with guests of the loyalty programs as well as VIPs (research their preferences and successfully execute against all requests).
•Contact in-house VIPs and high value guests of the loyalty program to gain insight about their stay.
•Follow-up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to ensure a quality guest experience.
•Serve as a historical docent of the Hotel to magnify the significance of the Hotel’s branding initiatives.
•Ensure proper communication to hotel on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
•Skill and proficiency of all required computer systems (POS, PMS, MARSHA, EMPOWER, etc.)
•Control cash and credit card transactions and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
•Provide assistance, training, and communication to other employees and departments to contribute to the best overall performance of the department and hotel.
•Ensure optimum guest satisfaction.
