Guest Experience Ambassador

Description

JOB OVERVIEW: Be the brand leader and provide guidance and leadership to the Food and Beverage and Rooms departments, ensuring consistent compliance with hotel policies, brand standards and quality guest service. Operate as the Manager on Duty for the entire hotel during the evening/scheduled shifts.

REPORTS TO: General Manager

ESSENTIAL JOB FUNCTIONS:

1. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

1. Ensure front of house staff to include: Telephone, Front Office, Guest Services, quality food, service and cleanliness are providing service per the brand standard audit. Manage hotel’s daily quality process including associate improvement audits in compliance with Crescent standards of product and performance and Marriott Brand Standards. Manage hotel’s food and beverage daily quality process.

1. When needed, utilize conflict management to resolve problems with staff and guests. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Communicate both verbally and in writing to provide clear assistance to staff and guests.

1. Remain calm and alert especially during emergency situations and heavy hotel activity. Follow and implement detailed “Red Book” emergency steps or utilize problem resolution by using experienced judgment and discretion.

1. Conduct daily standup meetings, provide feedback from guest satisfaction comment cards and provide guidance according to standards to Department Heads and associates.

1. Work closely with the General Manager in establishing and monitoring brand standards and service levels in the day-to-day operation of the hotel to ensure consistency.

1. Submit bar ordering, monthly bar inventories according to required deadlines.

1. Implement and coordinate the Manager on Duty program to include scheduling management team as needed for the evening AC activation guest experience.

1. Comply with attendance rules and be available to work on a regular basis.

1. Perform any other job related duties as assigned.

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, analytical ability and the planning, organization development and coordination of work projects. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Ability to be mobile for significant distances between and within building on the property. Ability to observe performance and detect signs of emergency situations and respond with proper action

PERFORMANCE STANDARDS

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Education/Training: High school diploma require

Qualifications

Hospitality experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)