Hyatt Regency Houston Downtown
Join us for this incredible opportunity to be part of our Front Office Team as a Guest Experience Manager Hyatt Regency Houston-Downtown located in Houston, TX.
The Guest Experience Manager supports our Front Office Team and colleagues of the hotel, in ensuring our guests have an incredible experience. The Guest Experience Manager will act as a personal concierge to the hotel’s VIP guests and will assist in the preparation, arrival and stay experience of our Elite Loyalty guests. The Guest Experience Manager will focus on the “wow” factor for both group and transient guests. The Guest Experience Manager is an Assistant Manager position and will report to the Front Office Manager; responsibilities will include:
· Monitor all Guest Feedback sites including HySat, TripAdvisor, Yelp, etc.
· Initiate pre-arrival communication to as many guests as possible with the goal of beginning a dialogue and creating stories
· Analyze survey data and communicating action items pertaining to areas of opportunity
· Service Recovery of Detractors and In-House guests
· Strengthen relationships with loyal guests by responding to surveys and fostering connections with promoters
· Engaging with our pre-arrival guests at check in or check out
· Analyze past opportunities and create action plans to improve their experience for upcoming reservations or groups
· Communicate goals and results with hotel on a regular basis
· Organizing Amenities for return guests and guests celebrating special occasions
· Responsible for Extended Stay Program
· Review all arriving VIPs – ensuring rooms are ready for site inspections and meeting planners
· Proactively anticipate our guests’ needs before they arise
· Contact guests during their stay to address any potential concerns or fulfill requests while they are in-house
· Follow up with guests via departure email to ensure satisfaction from recent stay.
· Coordinates the hotel’s Zingle communication platform to effectively engage with guests
Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.
Hyatt has a very competitive benefit package for colleagues, which may include:
Complimentary hotel room nights at Hyatt hotels world-wide
Unlimited colleague and friends & family discounted room rates at Hyatt hotels world-wide
Bereavement and jury duty pay
Vacation, sick, and new child leave
Medical, dental and vision Insurance, discounted prescriptions, life and disability insurance, flexible spending account,
Retirement Savings Plan option (401K) with employer match
Employee Stock Purchase Plan
Complimentary employee meals
Direct deposit
Qualifications
- Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
- 2 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
- Service oriented style with professional presentations skills
- At least 2 years progressive management experience within the Rooms Division of a hotel
- Hotel/Hospitality degree an asset
- Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
- Clear concise written and verbal communication skills in English
- Must be proficient in Microsoft Word and Excel
- Must have excellent organizational, interpersonal and administrative skills
Hyatt is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity