Hybrid Guest Experience Manager at The Boca Raton

Summary 

The Guest Experience Manager will report to the Assistant Director of Guest Experience and oversees the Discovery Center GEM team. The Discovery Center is The Boca Raton’s “Concierge.” The Guest Experience Manager is supported by a team of GEM Supervisors and GEMS (Guest Experience & Member Specialists). This is a shared services department that services the entire resort. In this role you will also oversee the driving program at the Boca Raton including the courtesy House Car Program and the Guest Driving Program. The role is critical to the overall Guest Experience at the Boca Raton and this position is viewed as the subject matter expert for all Activities, Activations and Dining at the Resort. 

Essential Functions 

Job duties include, although are not limited to: 

• Work in tandem with the entire Hotel Operations team to create an exceptional arrival and departure experience.
• Oversee the house car program as well as the guest driving program
• Interact with guests and members in the Discovery Center face to face, by phone or online in meeting their informational and servicing needs. 
• Must have a comprehensive local knowledge of the social scene, cultural scene, special events, etc. for South Florida, and maintain a current relevant knowledge.
• Ensures the Discovery Center is a welcoming place, embracing guest contact and recognized as a center of particular knowledge and resourceful capabilities.
• Ensure the Discovery team is adhering to The Boca Raton and Forbes 5 Star standards for arrival and departure.  
• Create weekly schedules and adjust staffing levels to meet the business needs in accordance with labor standards.

• Responsible for the training and overall performance of all team members.
• Strong problem resolution skills and ability to de-escalate guest complaints and find appropriate solutions.
• Clear communication; effective verbal and written communication skills in English.
• An ambassador of the resort and actively assist guests in the lobby and the Front Drive and develops relationships.
• Maintains the cleanliness of the Front Drive and Lobby.
• Responsible for ensuring team members have all the necessary tools and supplies to be productive in their roles.
• Must be highly organized, a critical thinker and the ability to plan ahead and highlight and potential operational challenges.
• Holds the team accountable for time and attendance.
• Is responsible for ensuring Medallia goals are achieved for the Bell/Door team. 
• Participates in hiring process for all roles within the department.
• Responsible for completing 90 day reviews and annual reviews for all team members.
• Responsible for coaching team members and issuing progressive discipline as needed.
• Develop the local knowledge of all team members.
• Maintain complete knowledge of:
  • All resort features/services, hours of operations.
  • All resort restaurant food concepts, dress code, and ambiance. 
  • All resort room types, numbers/names, amenities, and locations. 
• Ability to multitask in a high pace environment switching between conversations, calls, emails, and booking through a variety of programs.
• Participate in member events to enhance communication and create a sense of accessibility as directed.
• Maintains appropriate professional relationships with outside vendors and restaurants to enhance the guest experience.  Ensures there is no conflict of interest while establishing these relationships.

• Other duties as deemed appropriate by the management leadership

Qualifications 

• Interacting with multiple systems — Using a variety of applications (including hardware and software) to assist guests in planning their stay, entering data, processing complete itineraries by consolidating information from multiple applications.
• Ability to use technology for internet search.
• Communicating with Associates Outside of the Department — Representing the Guest Experience Team to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.
• Establishing and maintaining interpersonal relationships —Developing constructive and cooperative working relationships with others and maintaining them over time.
• Oversee and manage others — Help develop team members in their roles as successful Experience Center and Experience Agents. Manage the training of new hires as well as ongoing training for seasoned agents.
• Develop a comprehensive knowledge of the resort, and South Florida in general to support a richer guest experience.

Education/Experience Requirements 

• High school diploma or equivalent required.
• 4-year college degree preferred 
• Previous work experience in high pace operations. 
• Previous work experience in a luxury environment preferred.
• High proficiency in computer software such as computer programs, apps, and websites preferred.
• The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.