Guest Experience Manager

The Guest Experience Manager will oversee the guest relations, VIP experience, and World of Hyatt Elite experience at Andaz Miami Beach Resort & Spa. The role requires reviewing service trends, interpreting performance, and creating processes for VIP and Elite guest experiences.

Requirements

• Create a strong VIP program and grid for different levels of VIPs
• SOP on VIP V1 and V2 meet and greet from leadership team
• Review and strengthen VIP amenity process depending on level of VIP, rate, etc.
• Create process for VIP airport pick-up
• Complete final walkthrough of guest room and suites for notable V1 and V2 guests
• Benchmark best in class properties for pre-arrival and elite experience
• Implement process for pre-arrival for all World of Hyatt Elite tier guests
• Create engaging experiences and exclusive events designed around Elite guests
• Review incoming Elite guests for any preferences, GEM notes, prior stay opportunities, and room preferences
• Implement system of fond farewell emails and thank you for staying with us to drive elite guest engagement
• Close loop on all Consumer Affairs cases in a timely manner
• Respond to all TripAdvisor, Google and OTA reviews
• Send out weekly recap of service metrics to entire resort
• Create a weekly service training topic to be included in daily pre-shift document
• SOP on internal service audit program
• Create a Service Recovery/Wow tool kit that colleagues have to use to surprise and delight guests and use for service recovery
• Develop list of service standards in coordination with marketing vision of hotel to use in all areas of operation to drive consistency of service delivery

Benefits

• Free room nights
• Discounted and Friends & Family Room Rates
• Medical, Dental, and Vision Insurance with only a 30-day waiting period!
• 401K with company match
• Free Parking
• Generous Paid Time Off
• Paid Family Bonding Time and Adoption Assistance
• Tuition Reimbursement
• Employee Stock Purchase Plan
• Discounts at various retailers