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Description:

A Boutique New York City Hotel with an emphasis on service and after – dark possibilities.

Fronted by an ocean liner-inspired stainless-steel façade and riddled with porthole windows, the grand exterior of Dream Downtown hails its 1960s role as the National Maritime Union headquarters. Inside, it’s the stuff of reveries – a lobby that seems to buzz with energy as if alive on its own; a glass-bottomed swimming pool floating in the ceiling high above; pockets of guests and locals alike catching up over cocktails or being mesmerized by their gadgets. This is your dream.

As much a place to play as it is to stay, our downtown hotel offers everything today’s urban traveler seeks for buttoning down, loosening up, or a little of both: 314 loft-style guest rooms and suites, luxurious amenities, unique event spaces and a friendly (if slightly overeager-to-please) staff that knows the ins and outs of everything NYC. Plus, all the dining and nightlife you could ask for, built right in.

Summary:

Our company seeks a Guest Experience Manager toconcentrate on creating exceptional experiences for our guests. The three key aspects of a guest experience encompass the initial impression, the core service or product delivery, and the lasting impression. The first aspect, the initial impression, involves the guest's first encounter with our hotel brand, often forming judgments based on marketing, online presence, or our hotel’s physical appearance. The core service or product delivery, the second aspect, represents the central offering or experience, whether it's a meal at one of our partnering restaurants, entertainment outlets or a hotel stay it must meet or exceed expectations to ensure satisfaction. Lastly, the lasting impression, the third aspect, is the enduring memory and emotional impact left on the guest, influencing their likelihood to return, recommend, or engage in ongoing loyalty, ultimately shaping our brand's reputation and success.

In this role, you will be required to resolve guest complaints and issues as well as ensure employees are properly trained to provide quality customer service. You will also coordinate with the Sales & Marketing Department to assist with arrival experiences of VIP guests and groups. Our ideal candidate has a bachelor's degree plus several years of customer service experience and strong interpersonal skills. However, we will consider applicants with extensive experience in customer service or hospitality in lieu of a degree.

Responsibilities

· Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

• Motivate, coach, counsel and discipline all Guest Services personnel according to Dream Downtown Hotel S.O.P.'s.

• Develop employee morale and ensure training of Guest Services personnel.

• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.

• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.

• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.

• Ensure schedules, payroll and shift replacements are accurately executed within Dream Downtown guidelines.

• Ensure that no-show revenue is maximized through consistent and accurate billing.

• Maintain Dream Downtown Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.

• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.

• Partner with the all 3 rd party operators and ensure a seamless experience for all guests.

• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Dream Downtown Hotel S.O.P.'s.

• Ensure implementation of all Dream Downtown Hotel policies and house rules. Understand hospitality terms.

• Ensure sign off of all Service Standards by Position for Guest Services staff.

• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

• Must maintain constant communication with Engineering, Housekeeping, Front Office and other operating departments.

• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.

• Coordinate all aspects of the ongoing implementation of the Dream Downtown Hotel philosophy of service.

• Ensure correct and accurate cash handling at the Front Desk.

• Follow and enforce all Dream Downtown Hotel credit policies.

• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.

• Ensure participation within department for monthly Dream Downtown Hotel team meeting.

• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.

• Monitor all V.I.P.'s, special guests and requests.

• Maintain required pars of all front office and stationary supplies.

• Review daily Front Office work and activity reports generated by Night Audit.

• Review Front Office logbook and Guest Request log on a daily basis.

• Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.

• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

• Conduct meetings according to Dream Downtown Hotel standards as required by management.

Salary Range: 70,000- 73,000

We offer competitive salary, medical, dental, life insurance, short term and long-term disability, 401(k), and travel benefits. The salary range for this this position is $70,000 - $73,000. Decisions regarding individual salaries will be based on a number of factors including experience and education.

Qualifications:

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.

• Supervisory experience required.

• Opera Cloud Preferred.

• Hyatt Experience Preferred.

• Must be proficient in Windows, Company approved spreadsheets and word processing.

• Long hours sometimes required.

• Light work - Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Ability to stand during entire shift.

• Maintain a warm and friendly demeanor at all times.

• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

• Must be able to multitask and prioritize departmental functions to meet deadlines.

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

• Attend all hotel required meetings and trainings.

• Participate in M.O.D. coverage as required.

• Maintain regular attendance in compliance with Dream Downtown Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

• Maintain high standards of personal appearance and grooming, which include wearing nametags.

• Comply with Dream Downtown Hotel Standards and regulations to encourage safe and efficient hotel operations.

• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

• Must be able to maintain confidentiality of information.

• Perform other duties as requested by management.

Primary Location: US-NY-New York City

Organization: Dream Downtown

Pay Basis: Yearly

Job Level: Full-time

Job: Front Office

Req ID: NEW012857

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.