Director of Guest & Member Experience
Apply NowCompany: The Boca Raton
Location: Boca Raton, FL 33433
Description:
Summary
To oversee & manage the day-to-day operation of the Guest Experience department. The Director of Guest Experience will be overseeing the shared services of The Boca Raton Harborside, including but not limited to the Discovery Center, GEMS Program, and Bell Services.
Essential Functions
Maintain complete knowledge of:
o All hotel features/services, hours of operations.
o All hotel restaurant food concepts, dress code, and ambiance.
o All hotel room types, numbers/names, amenities, and locations.
o Arrival and Departure patterns, daily.
o Group movement, activities, luggage pulls, amenity deliveries, etc.
Ability to multitask in a high pace environment switching between calls, emails, texting, and booking through a variety of programs. Able to flex between departments easily, and able to support in any position needing help.
Coordinate the training of new hires and managing on-going training of current associates. Ensuring standards of the department are clear, understood by associates, and communication of updates are completed daily.
Ensure that associates are adhering to all service standards using proper phone, email, and face to face etiquette. Each associate should provide accurate, consistent, and individualized information about the Resort to our guests & members.
Create strong relationships with guests and members while providing a 5-star level of service and also build a strong relationship with team members to gain a full understanding of their direct connection with the Guest Experience Department.
Ensure the Associates of the Guest Experience team feel a sense of place in the department and the resorts associate community.
Ensure each associate knows that their service and engagement with their guests are an essential part of the flow of the resort and set the expectation of the experience the guest will have.
Ensure we are building new traditions not just with our guests but also the associates.
Be a key player in the implementation and resolution progress of key communication channels such as but not limited to: Navis, Avaya, Kipsu, Hashtags, Knowcross, Team, etc.
Support and communicate to the team the key deliverables to generate guest interest in the resort's activities & services by anticipating guests' and members' needs and expectations.
Ensure the team facilitates all guest service requests following the Forbes 5-Star Guest Service Request standards.
Read arrivals of guests 15 days out and confirm that research is completed by our associates for each arriving guest to enhance guest profile and initiate customized guest preferences. "Everybody is a Somebody Program"
Reinforce and support the enhancement program.
Assume full responsibility to adhere by our budget (labor and cost)
Review and approve schedule and payroll based on provided forecast and UniFocus and ADP reporting.
Assure that all training plans are provided to HR in a timely fashion, training plans are followed by departmental trainers and sign off on completed training plan.
Responsible for coaching and counseling for the assigned Guest Experience staff.
Supervise and set standards for the Pre-Arrival services (pre arrival survey and pre arrival call) for arriving guests.
Ensure all platforms are utilized to their fullest extent: Opera, Jonas Unify, SevenRooms, Spa Soft, Jonas, BeeKeeper, Knowcross, Ipool, etc.
Ensure the development, preparation and standards are met for all guest interactions to ensure Forbes 5-Star Standards.
Internal Relationships
Reports to the VP of Hotel Operations. Supervises the Assistant Director of Guest and Member Experience, and responsible for Bell Services and the Discovery Center duties. The Director of Guest and Member Experience and works closely with all Hotel Managers, Front Office Leaders, Discovery Center, Spa, Operations Mangers, F&B Reservation Manager, Butlers, Recreation Managers, VIP Ambassadors and Deputy Chief of Staff.
External Relationships
Has regular contact with the company's guest and members. Maintains appropriate relationships with these and other constituencies to enhance the image of the Company and the attainment of its objectives.
Qualifications
Interacting with Multiple Systems - Using a variety of applications (including hardware and software) to assist guests in planning their stay, entering data, processing complete itineraries by consolidating information from multiple applications.
Communicating with Associates Outside of the Department - Representing the Guest Experience Team to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.
Establishing and Maintaining Interpersonal Relationships -Developing constructive and cooperative working relationships with others and maintaining them over time.
Oversee and Manage Others - Help develop team members in their roles as successful experience center and destination specialist agents. Manage the training of new hires as well as ongoing training for seasoned agents.
Strong computer skills and reporting skills
Education/Experience Requirements
Education:
High school diploma or equivalent required.
4-year college degree preferred with emphasis on foreign languages.
Experience:
Previous work experience in high pace operations, and/or logistics.
Previous work experience in a luxury environment necessary.
High proficiency in computer software such as computer programs, apps, and websites preferred.
The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.
Physical Requirements
Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
To oversee & manage the day-to-day operation of the Guest Experience department. The Director of Guest Experience will be overseeing the shared services of The Boca Raton Harborside, including but not limited to the Discovery Center, GEMS Program, and Bell Services.
Essential Functions
Maintain complete knowledge of:
o All hotel features/services, hours of operations.
o All hotel restaurant food concepts, dress code, and ambiance.
o All hotel room types, numbers/names, amenities, and locations.
o Arrival and Departure patterns, daily.
o Group movement, activities, luggage pulls, amenity deliveries, etc.
Ability to multitask in a high pace environment switching between calls, emails, texting, and booking through a variety of programs. Able to flex between departments easily, and able to support in any position needing help.
Coordinate the training of new hires and managing on-going training of current associates. Ensuring standards of the department are clear, understood by associates, and communication of updates are completed daily.
Ensure that associates are adhering to all service standards using proper phone, email, and face to face etiquette. Each associate should provide accurate, consistent, and individualized information about the Resort to our guests & members.
Create strong relationships with guests and members while providing a 5-star level of service and also build a strong relationship with team members to gain a full understanding of their direct connection with the Guest Experience Department.
Ensure the Associates of the Guest Experience team feel a sense of place in the department and the resorts associate community.
Ensure each associate knows that their service and engagement with their guests are an essential part of the flow of the resort and set the expectation of the experience the guest will have.
Ensure we are building new traditions not just with our guests but also the associates.
Be a key player in the implementation and resolution progress of key communication channels such as but not limited to: Navis, Avaya, Kipsu, Hashtags, Knowcross, Team, etc.
Support and communicate to the team the key deliverables to generate guest interest in the resort's activities & services by anticipating guests' and members' needs and expectations.
Ensure the team facilitates all guest service requests following the Forbes 5-Star Guest Service Request standards.
Read arrivals of guests 15 days out and confirm that research is completed by our associates for each arriving guest to enhance guest profile and initiate customized guest preferences. "Everybody is a Somebody Program"
Reinforce and support the enhancement program.
Assume full responsibility to adhere by our budget (labor and cost)
Review and approve schedule and payroll based on provided forecast and UniFocus and ADP reporting.
Assure that all training plans are provided to HR in a timely fashion, training plans are followed by departmental trainers and sign off on completed training plan.
Responsible for coaching and counseling for the assigned Guest Experience staff.
Supervise and set standards for the Pre-Arrival services (pre arrival survey and pre arrival call) for arriving guests.
Ensure all platforms are utilized to their fullest extent: Opera, Jonas Unify, SevenRooms, Spa Soft, Jonas, BeeKeeper, Knowcross, Ipool, etc.
Ensure the development, preparation and standards are met for all guest interactions to ensure Forbes 5-Star Standards.
Internal Relationships
Reports to the VP of Hotel Operations. Supervises the Assistant Director of Guest and Member Experience, and responsible for Bell Services and the Discovery Center duties. The Director of Guest and Member Experience and works closely with all Hotel Managers, Front Office Leaders, Discovery Center, Spa, Operations Mangers, F&B Reservation Manager, Butlers, Recreation Managers, VIP Ambassadors and Deputy Chief of Staff.
External Relationships
Has regular contact with the company's guest and members. Maintains appropriate relationships with these and other constituencies to enhance the image of the Company and the attainment of its objectives.
Qualifications
Interacting with Multiple Systems - Using a variety of applications (including hardware and software) to assist guests in planning their stay, entering data, processing complete itineraries by consolidating information from multiple applications.
Communicating with Associates Outside of the Department - Representing the Guest Experience Team to every other department in the resort for follow-through; via specific communication protocols utilizing email, telephone, radio, text messages, or through other applications.
Establishing and Maintaining Interpersonal Relationships -Developing constructive and cooperative working relationships with others and maintaining them over time.
Oversee and Manage Others - Help develop team members in their roles as successful experience center and destination specialist agents. Manage the training of new hires as well as ongoing training for seasoned agents.
Strong computer skills and reporting skills
Education/Experience Requirements
Education:
High school diploma or equivalent required.
4-year college degree preferred with emphasis on foreign languages.
Experience:
Previous work experience in high pace operations, and/or logistics.
Previous work experience in a luxury environment necessary.
High proficiency in computer software such as computer programs, apps, and websites preferred.
The ability to speak and write in English, demonstrate intensive customer focus and reliability, and maintain a well-groomed presentation.
Physical Requirements
Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.