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Sr. Guest Experience Maker

Job Description:
POSITION
Summary:
The Sr.
Guest Experience Maker is responsible for supervising the operation of the hotel's front desk and ensuring efficient and exceptional service is provided to a wide variety of individuals on a daily basis, including: guests, potential guests, vendor partners and La Quinta team members.
A key responsibility of this position is to lead the Front Desk team in creating Here For You experiences which leave our guests and potential guests feeling assured, settled in and optimistic about La Quinta.
These experiences can be delivered through a variety of activities, including: welcoming our guests, extending recognition to loyal guests and military members, providing an accurate and efficient check in/check out process, promoting the La Quinta Returns program, assisting guests during their stay with questions or concerns and providing exceptional service to individuals contacting the hotel via phone.
Individuals in this role must adhere to the company's standards and procedures in order to deliver a consistent guest experience across the brand while complying with all safety, security and quality measures.
ESSENTIAL JOB FUNCTIONS: Assist the General Manager with preparing Guest Experience Maker work schedules and ensuring staff adheres to schedules.
Adjust schedules as needed to meet business needs.
Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, travel agent research, lost and found, rooming lists, office supply inventory, safety committee, etc.
Train Guest Experience staff in technical duties, guest service skills and telephone sales skills.
Advise and consult with General Manager in situations of poor employee performance and/or improper employee behavior that may require counseling and/or discipline.
When applicable for a specific property, book group functions and meeting room space.
May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager Provide a friendly, welcoming experience by greeting guests as they enter the hotel.
Welcome loyal guests and military members using the best practices outlined for each program.
Ensure Elite guests receive the designated gift upon arrival.
Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company's policies and procedures.
Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals.
Ensure the front desk/lobby areas remain clean, organized and ready to greet guests.
Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information.
Process all financial transactions with strict adherence to defined procedures.
Operate the hotel key control system while strictly following all key safety & security procedures.
Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working.
Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.
Promote the La Quinta Returns loyalty program to any non-enrolled guests.
Accurately process enrollments for guests joining the program and correctly deposit points into eligible Returns accounts.
Answer the hotel phone in a manner which provides a genuine Here For You experience to every caller.
Listen, identify and resolve the caller's need(s).
Properly and efficiently transfer calls as necessary.
Route calls to guest rooms according to the company's policies which ensure sensitive guest information and privacy is maintained.
Provide a warm and friendly experience to potential guests inquiring about hotel reservations by focusing on the guest's need, asking for the sale, entering and confirming the reservation details, providing the cancellation policy and offering to enroll the guest in the Returns program.
Complete shift checklist(s) to ensure the hotel information is updated and team members are prepared for the daily activities.
Maintain room status inventory.
Provide guests with clear directions and recommendations for local points of interest including restaurants, shopping, local attractions, etc.
Ensure guests are aware of available hotel services.
Sense and respond to all guest concerns or requests in a manner which leaves the guest feeling assured and optimistic about staying with La Quinta again.
Resolve escalated issues in a timely and appropriate manner and notify the hotel manager of any unresolved concerns to ensure proper follow-up.
Properly record guest concerns using the Problem Resolution Log.
Prepare timely and accurate Maintenance Work Orders, following up as needed.
Process 100% Satisfaction Guarantee requests according to policy.
Utilize company-issued devices (M.
O.
P.
, two-way radio

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