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Guest Services Experience Manager
Why us?:
Experience
Knowledge/Skills
Physical Demands
Environment
Hilton Denver City Center is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
Job Overview:
Plan and manage the room and related area's operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals. Position is responsible for short and long-term planning and day-to-day operations of the hotel operations. Recommends the area's budget and manages expenses within approved budget constraints. May have responsibility as a member of the Hotel Executive Committee.
Inspire, motivate and create a customer focus and sales oriented environment within every department of the business to drive excellence in market reputation, associate engagement, overall financial excellence and owner satisfaction.
Responsibilities:
- Manage associates in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
- Implement company programs (Franchise) and manage the operations of the department in a manner consistent with federal and state laws and regulations and company policies and procedures to ensure a high level of quality and customer satisfaction.
- Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
- Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
- Create a work environment that allows for personal growth and development for all associates, encourages an empowered and engaged workforce while supporting the Sage values.
- Ensure prompt and appropriate response to conflict management.
- Evaluate and support proper staffing levels and positions to ensure the success of the hotel.
- Support strategies for the property from an operation, staffing and service perspective while ensuring alignment with the businesses other disciplines and support teams. Support strategic planning, development, and coordination of business initiatives and strategies.
- Ensure consistent and stabilized systems and processes for the customers.
- Mentor and develop high potential talent and future high potential talent in line with the organizations talent management strategies.
- Implement succession planning within each direct report to provide new opportunities as associates develop.
- Look for more efficient and effective ways to provide services to our hotels and owners.
- Leverage technology and third parties where appropriate.
OTHER RESPONSIBILITIES- All other duties as assigned, requested or deemed necessary by management.
Education/Formal Training
A four-year college degree or equivalent education/experience.
Experience
Four to five years of employment in a related position with this company or other organization(s).
Knowledge/Skills
- This includes experiential knowledge required for management of people and complex problems.
- Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
- Ability to make decisions with only general policies and procedures available for guidance.
- Supervisory/management skills. Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.
- Moderate hearing necessary as guests phone with requests and questions.
- Excellent vision necessary to assess required reaction to meet standards.
- Excellent speech communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner.
- Excellent literacy is required. Must be able to both assimilate and generate explicit and concise documents for publication within our corporate environment.
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Lifting, pushing, pulling and carrying -must be able to accomplish any task required of associates within assigned departments.
- Bending/kneeling -must be able to accomplish any task required of associates within assigned departments.
- Mobility -must be able to accomplish any task required of associates within assigned departments.
- Continuous standing -must be able to accomplish any task required of associates within assigned departments.
- Climbing up to approximately 40 steps 1% of 40 hour week. Climbing ladders up to approximately 5 feet 15% of 40 hour week.
- Driving required as necessary.
Environment
Inside hotel and office environment 95% of shift.
Benefits:
Employee Referral Program - $500 to $1000 based on position!
Free Monthly RTD EcoPass- Full time Only
Sage Savings Spot Deals on furniture, electronics, cell phone plans, flowers, restaurants and much, much more!
Discounted Hotel rates at all Hilton & Sage managed Hotels & Restaurants
Medical, Dental, Vision, 401K & Flex Spending Account (FT Employees)
Paid time off for Vacation, Sick days and Holidays (FT Employees)
A fun work environment that encourages individuality, recognition, growth & development
Salary: USD $62,000.00 - USD $72,000.00 /Yr.Similar jobs
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