Sage Hospitality Resources Supervisor Guest Relation in Sonoma, California
You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn’t find in a travel guide. If this sounds like you, you’re in the right place. You’ve got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it’s a place to discover, a place in the world with style like yours. That’s why we’re not just looking for anyone. We’re looking for someone like you.
Oversees the guest experience for arriving, departing and in-house guests and VIP’s as determined by the hotel by ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Oversees the guest loyalty and VIP program to provide exceptional and personalized experiences for our most loyal guests. Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success.
Orchestrates, details, welcomes, develops and coordinates the delivery of VIP amenities.
Champions and improves ranking of our TripAdvisor program.
Helps mitigate late C/O, early C/I issue and ensure guest satisfaction even when pending.
Execute last minute High-end Retail clientele, arrivals and departures that meet and exceed expectations.
Champions the Guest Recovery program and helps develop solutions to reoccurring issues.
Has presence in our Club Lounge level to assist in guest satisfaction.
Assists with the Presidential and Vice-Presidential suites in order to curate and personalize each stay and evaluate all guests who occupy them.
Own each Cobalt Member guest and be their personal concierge throughout their stay.
Oversee all aspects of the guest loyalty program to include communicating prior to arrival, personalizing service before/during/after the stay, updating guest profile database, deciding and executing against all profile and special requests.
Determine and order all supplies and maintain inventory control minimizing unnecessary expenses.
Provide elevated customer service through pre-arrival engagement with guests of the loyalty programs as well as VIPs (research their preferences and successfully execute against all requests).
Contact in-house VIPs and high value guests of the loyalty program to gain insight about their stay.
Follow-up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to ensure a quality guest experience.
Serve as a historical docent of the Hotel to magnify the significance of the Hotel’s branding initiatives.
Ensure proper communication to hotel on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
Skill and proficiency of all required computer systems (POS, PMS, MARSHA, EMPOWER, etc.)
Control cash and credit card transactions and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Provide assistance, training, and communication to other employees and departments to contribute to the best overall performance of the department and hotel.
Ensure optimum guest satisfaction.
Maintain a friendly, cheerful and courteous demeanor at all times.
Provide a warm welcome to all arriving and in-house guests; demonstrate the spirit of hospitality during each guest interaction.
Courteously answer all guest inquiries and follow through on all requests.
Maintain excellent guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
High school education or equivalent experience.
1 or more full years employment experience in a related position with this company or other organization(s).
Requires understanding of all hotel front office procedures.
Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
Requires supervision/management skills.
Ability to communicate information and hotel services to management and guests. Second language may be required.
Excellent hearing required to communicate in person and on telephone frequently.
Excellent vision necessary for reading written communiqués, analyzing reports and seeing monochrome computer screen.
Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
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.
Continuous standing 90% of time -communicating with guests.
No climbing required. No driving required.
Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited.
Continuous standing -80% of shift.
Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%
Position Type: Regular Full-Time
Property : The Lodge at Sonoma
Category: Front Desk & Guest Services
Address : 1325 Broadway
City : Sonoma
State : California
EOE Protected Veterans/Disability