We are seeking a Guest Experience Manager to join our team at Andaz Miami Beach Resort & Spa. The ideal candidate will oversee guest relations, VIP experience, and World of Hyatt Elite experience, while also supporting senior operations leadership in the rooms division. The role requires strong service skills, ability to interpret performance metrics, and experience in creating engaging experiences for guests.
Requirements
- Create a strong VIP program and grid for different levels of VIP's
- SOP on VIP V1 and V2 meet and greet from leadership team
- Partner with operational leaders to create VIP experience when guests pay rack rate for premium suites
- 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 a few 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 our 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
- Review Hysat on a daily basis and send any positive comments out to the various departments
- Assign all Hysat alerts to various department heads
- 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
- Brief presentation on service excellence to be presented monthly at We Team meeting
- 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
- Follow-up on We Care opportunities to ensure guest satisfaction and full recovery
- Participate in weekend hotel manager program
- Cover front office operations and rooms operations in a senior leadership capacity
Benefits
- Free room nights
- Discounted and Friends & Family Room Rates
- Medical, Dental, and Vision Insurance
- 401K with company match
- Free Parking
- Paid Family Bonding Time and Adoption Assistance
- Tuition Reimbursement
- Employee Stock Purchase Plan
- Discounts at various retailers
