Guest Experience Manager

$62,000 - $67,000/Yr

Arlo Nomad - New York, NY

Full-time - Mid Level

New York, NY

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Guest Experience Manager at Arlo NoMad is responsible for ensuring a high level of guest satisfaction throughout their stay. This role involves welcoming guests, addressing their needs, and creating memorable experiences while managing various front office activities. The position requires a dynamic individual who is passionate about customer service and can effectively handle guest inquiries and complaints.

Responsibilities

• Treat guests with courtesy and respect in various situations.
• Connect with guests daily to provide exceptional customer service.
• Respond promptly and professionally to guest complaints.
• Report guest concerns to the Front Desk Supervisor/Duty Manager.
• Establish and develop long-term customer relationships.
• Enhance guests' stay by creating an inviting atmosphere.
• Coordinate and multi-task job duties in an active environment.
• Maintain a high level of guest satisfaction by assisting in back office activities.
• Promote hotel services and amenities through up-selling strategies.
• Address guest complaints and concerns in a timely manner.
• Enter information such as arrival alerts and messages.
• Correct inaccuracies and discrepancies on guest accounts.
• Post charges to guest accounts and complete daily high balance checks.
• Check groups and tours in and out.
• Sell the hotel to prospective guests by showcasing facilities and amenities.
• Update guest profiles with billing information and special requests.
• Provide accounting reports and documentation materials as assigned.
• Review postings for accuracy and report discrepancies.
• Ensure proper posting of hotel room revenue and taxes.
• Assist with guest requests, errands, and deliveries.
• Provide Concierge services to guests.
• Investigate guest charges to resolve complaints.
• Book guest reservations via telephone, email, or fax.
• Balance cash daily and ensure proper handling of sensitive guest information.

Requirements

• Minimum experience in Hospitality, Retail, or Services related industries preferred.
• Efficient in computer and typing skills.
• Previous experience as a Guest Service Agent or Guest Experience Manager preferred.