Guest Experience Manager
National Black MBA Association, Miami, FL, United States
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing excellent service and meaningful experiences.
Andaz Miami Beach Resort & Spa is now recruiting a Guest Experience Manager to join our team. An art-deco building and architectural landmark is home to the newest luxury lifestyle hotel located in the heart of Mid-Beach. The property boasts 287 guestrooms, including 34 breathtaking suites and the only ocean-view arrival experience in Miami Beach. The design features elements of texture, art, and pops of color that create a unique and captivating experience. Each suite is designed with floor-to-ceiling windows, most with deep-soaking tubs, and cozy reading nooks. Guests can also enjoy private outdoor terraces with stunning views of the Atlantic and the Miami skyline. Unmatched amenities include a full-service spa, a well-equipped fitness center, a destination dining experience by José Andrés, two pools, and a Beach Club catering to the who’s who of Miami.
Spanning 25,000 square feet of innovative indoor and outdoor event space, Andaz Miami Beach will become a landing spot for guests and locals seeking celebratory gatherings that embrace the city’s culture of music, art, and fashion.
The Guest Experience Manager will have oversight of the guest relations, VIP experience and World of Hyatt Elite experience and resort service performance. The role also functions in a senior operations leadership capacity supporting various leaders within the rooms division. The individual in this role sees the resort's guest experience through a critical service lens. In addition, a large portion of the role encompasses reviewing service trends and interpreting performance via our various numeric metrics.
VIP Guest Experience
Create a strong VIP program and grid for different levels of VIP’s. The grid should have a clear breakdown of deliverables for each of the various operational departments involved.
SOP on VIP V1 and V2 meet and greet from leadership team.
Suite Life at the Confidante. Partner with operational leaders to create VIP experience when guests pay rack rate for premium suites.
SOP for property notable arrivals in the daily pre-shift packet. The notable arrivals to include preferences, information and photos of guests when possible.
Review and strengthen VIP amenity process depending on level of VIP, rate, etc.
Create process for VIP airport pick-up. House vehicle to always have multi-purpose cell phone chargers, and bottled water present. VIP airport pick-up designed for corporate team and high tier VIP’s.
V1 and V2 rooms to be placed out of service day prior to arrival when occupancy allows to ensure guest room or suite is in best possible condition for VIP arrival.
Complete final walkthrough of guest room and suites for notable V1 and V2 guests.
World of Hyatt Elite Experience
Benchmark a few best in class properties for pre-arrival and elite experience.
Implement process for pre-arrival for all World of Hyatt Elite tier guests. Different Elite levels to be assigned to various leaders.
Create “engaging experiences and exclusive events designed around our Elite guests. Create plan around high volume Globalist in house to drive Elite experience.
Review incoming Elite guests for any preferences, GEM notes, prior stay opportunities, and room preferences.
Implement system of fond farewell emails and thank you for staying with us to drive elite guest engagement. This process to be developed after we have strong pre-arrival process in place first.
In the coming months and as staffing allows develop SOP on mid-stay calls/texts to ensure Elite guest experience is exceeding expectations and any opportunities are addressed.
Guest Experience/Resort Service Performance
Review Hysat on a daily basis and send any positive comments out to the various departments.
Assign all Hysat alerts to various department heads. Ensure that alerts do not expire and are closed within 72 hours.
Close loop on all Consumer Affairs cases in a timely manner. Appropriate follow-up to occur with various department heads.
Respond to all TripAdvisor, Google and OTA reviews. Partner with Commercial Services to ensure responses reflect brand voice of The Confidante.
Send out weekly recap of service metrics to entire resort. This should include customer service experience, Elite customer service experience, NPS, working order, and cleanliness. Share service defect and service promoter trends.
Brief presentation on service excellence to be presented monthly at We Team meeting.
Create a weekly service training topic to be included in daily pre-shift document. This training topic should continue to drive service performance and encourage roll play during department pre-shifts.
SOP on internal service audit program. Create audit program where multiple audits are completed on different areas on a weekly basis. This is a lower priority item as first order is to organize delivery of service.
Create a Service Recovery/Wow tool kit that colleagues have to use to surprise and delight guests and use for service recovery.
Develop list of service standards in coordination with marketing vision of hotel to use in all areas of operation to drive consistency of service delivery.
Follow-up on We Care opportunities to ensure guest satisfaction and full recovery.
Participate in weekend hotel manager program.
Cover front office operations and rooms operations in a senior leadership capacity. Have the ability to assist in covering vacation for front office manager.
Benefits
Free room nights, discounted and friends & family room rates.
Medical, dental, and vision insurance with only a 30‑day waiting period.
401K with company match.
Free parking.
Generous paid time off.
Paid family bonding time and adoption assistance.
Tuition reimbursement.
Employee stock purchase plan.
Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more.
Hyatt is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
#J-18808-Ljbffr
Andaz Miami Beach Resort & Spa is now recruiting a Guest Experience Manager to join our team. An art-deco building and architectural landmark is home to the newest luxury lifestyle hotel located in the heart of Mid-Beach. The property boasts 287 guestrooms, including 34 breathtaking suites and the only ocean-view arrival experience in Miami Beach. The design features elements of texture, art, and pops of color that create a unique and captivating experience. Each suite is designed with floor-to-ceiling windows, most with deep-soaking tubs, and cozy reading nooks. Guests can also enjoy private outdoor terraces with stunning views of the Atlantic and the Miami skyline. Unmatched amenities include a full-service spa, a well-equipped fitness center, a destination dining experience by José Andrés, two pools, and a Beach Club catering to the who’s who of Miami.
Spanning 25,000 square feet of innovative indoor and outdoor event space, Andaz Miami Beach will become a landing spot for guests and locals seeking celebratory gatherings that embrace the city’s culture of music, art, and fashion.
The Guest Experience Manager will have oversight of the guest relations, VIP experience and World of Hyatt Elite experience and resort service performance. The role also functions in a senior operations leadership capacity supporting various leaders within the rooms division. The individual in this role sees the resort's guest experience through a critical service lens. In addition, a large portion of the role encompasses reviewing service trends and interpreting performance via our various numeric metrics.
VIP Guest Experience
Create a strong VIP program and grid for different levels of VIP’s. The grid should have a clear breakdown of deliverables for each of the various operational departments involved.
SOP on VIP V1 and V2 meet and greet from leadership team.
Suite Life at the Confidante. Partner with operational leaders to create VIP experience when guests pay rack rate for premium suites.
SOP for property notable arrivals in the daily pre-shift packet. The notable arrivals to include preferences, information and photos of guests when possible.
Review and strengthen VIP amenity process depending on level of VIP, rate, etc.
Create process for VIP airport pick-up. House vehicle to always have multi-purpose cell phone chargers, and bottled water present. VIP airport pick-up designed for corporate team and high tier VIP’s.
V1 and V2 rooms to be placed out of service day prior to arrival when occupancy allows to ensure guest room or suite is in best possible condition for VIP arrival.
Complete final walkthrough of guest room and suites for notable V1 and V2 guests.
World of Hyatt Elite Experience
Benchmark a few best in class properties for pre-arrival and elite experience.
Implement process for pre-arrival for all World of Hyatt Elite tier guests. Different Elite levels to be assigned to various leaders.
Create “engaging experiences and exclusive events designed around our Elite guests. Create plan around high volume Globalist in house to drive Elite experience.
Review incoming Elite guests for any preferences, GEM notes, prior stay opportunities, and room preferences.
Implement system of fond farewell emails and thank you for staying with us to drive elite guest engagement. This process to be developed after we have strong pre-arrival process in place first.
In the coming months and as staffing allows develop SOP on mid-stay calls/texts to ensure Elite guest experience is exceeding expectations and any opportunities are addressed.
Guest Experience/Resort Service Performance
Review Hysat on a daily basis and send any positive comments out to the various departments.
Assign all Hysat alerts to various department heads. Ensure that alerts do not expire and are closed within 72 hours.
Close loop on all Consumer Affairs cases in a timely manner. Appropriate follow-up to occur with various department heads.
Respond to all TripAdvisor, Google and OTA reviews. Partner with Commercial Services to ensure responses reflect brand voice of The Confidante.
Send out weekly recap of service metrics to entire resort. This should include customer service experience, Elite customer service experience, NPS, working order, and cleanliness. Share service defect and service promoter trends.
Brief presentation on service excellence to be presented monthly at We Team meeting.
Create a weekly service training topic to be included in daily pre-shift document. This training topic should continue to drive service performance and encourage roll play during department pre-shifts.
SOP on internal service audit program. Create audit program where multiple audits are completed on different areas on a weekly basis. This is a lower priority item as first order is to organize delivery of service.
Create a Service Recovery/Wow tool kit that colleagues have to use to surprise and delight guests and use for service recovery.
Develop list of service standards in coordination with marketing vision of hotel to use in all areas of operation to drive consistency of service delivery.
Follow-up on We Care opportunities to ensure guest satisfaction and full recovery.
Participate in weekend hotel manager program.
Cover front office operations and rooms operations in a senior leadership capacity. Have the ability to assist in covering vacation for front office manager.
Benefits
Free room nights, discounted and friends & family room rates.
Medical, dental, and vision insurance with only a 30‑day waiting period.
401K with company match.
Free parking.
Generous paid time off.
Paid family bonding time and adoption assistance.
Tuition reimbursement.
Employee stock purchase plan.
Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more.
Hyatt is an equal‑opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
#J-18808-Ljbffr