Position Purpose The Guest Experience Supervisor will assist in being a key liaison between the hotel and our guests and will meet, greet and escort all VIP guests and will ensure a smooth arrival and departure. The Guest Experience Supervisor will act as an "owner" of the guest database and is responsible for executing delivery of amenities, ensuring that guest preferences are met while delighting and exceeding guest expectations.
Position Overview: The Guest Experience Supervisor is responsible for reviewing upcoming arrivals, reaching out to guests prior to their arrival, and responding to guests' requests and special needs. The Guest Services Supervisor is responsible for preparing special amenities for VIP guests and Sales’ guests.
Key Responsibilities:
Guest Relations;
- Offer personalized & heartfelt greetings, warmly welcome VIPs, returning guests, group organizers, recovery guests, etc.
- Walk VIP guest rooms prior to arrival ensuring proper IP status and proper placement of all amenities/special requests.
- Maintain a diligent vigilance of activity in the lobby, constantly looking for ways to assist guests or front desk staff.
- Oversee hotel guest experience in public spaces including the lobby, pool and F&B outlets.
- Have an expert knowledge and understanding of guest room functionality for all categories including the Guest House.
- Resolve and recover guest’s issues from daily incident log.
- Review all upcoming arrivals for the immediate future and coming weeks being especially well-versed on all arrivals the day of.
- Ensure proper profile notes are entered and guest requests are executed; verify upgrades and room assignments are appropriate to particular guest.
- Oversee assigning and distribution/delivery of all guest amenities and welcome/profile letters.
- Have an expert knowledge of the property, including but not limited to design & history.
- Exhibit high level of comfort when giving informative and engaging property tours to perspective clients, investors, guests of ownership etc.
- Assist Front Desk with check in/outs as needed.
Sales Groups & Special Events;
- Have a detailed and unwavering knowledge of all group resumes, providing special attention to group organizer.
- Act as a human directional when necessary, politely and efficiently directing special event guests to the correct venue.
- Have intimate knowledge of the details, start times and locations of all special events.
- Verify and post correct signage for events both digitally and otherwise.
Qualifications:
- Previous hospitality experience in an upscale, high volume, and fast paced customer service position preferred.
- Luxury Hotel experience highly preferred.
- Working knowledge of front desk and reservation operational procedures and related systems is preferred.
- Ability to work effectively in a team environment and take initiative.
- Technologically savvy, possessing the aptitude and desire to learn new technology.
- Proficient in Microsoft Office.
- Analytical skills, as well as problem recognition and resolution skills.
- Excellent communication and organizational skills.
- Language skills according to hotel needs
- High School Diploma required
- Must be able to work a flexible schedule, including overnights, holidays & weekends.
The Dream Hollywood Hotel is committed to creating a diverse environment and is proud to be an equal opportunity employer. We prohibit discrimination and/or harassment of any type. All qualified candidates will receive consideration for employment without regard to race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identify, gender expression, age, pregnancy or related medical conditions, parental status, veteran and/or military status, physical or mental disability, genetic information or characteristics, domestic violence survivor status, marital status, arrest and conviction records or other characteristics prohibited by federal, state or local law.