Guest Experience Manager

Who We Are

Sitting on a quiet tree-lined street in Soho, twelve floors rise above the neighborhood’s storied lofts, boutiques, and galleries. The name derives from the particular manner of hospitality, one that feels more like staying at the home of a dear friend than at a hotel — discreet, refined, generous. Our hotel has 97 rooms and suites with four distinct F&B concepts led by an acclaimed chef. The street-side seafood restaurant and second floor cocktail bar will be venues that are open to the public. The Apartment and The Rooftop are spaces reserved exclusively for guests and friends of guests. While our hotel falls under the Standard International umbrella, it will be positioned as a wholly distinct and separate concept from The Standard with a different market positioning, design aesthetic, and service culture.

Purpose of the Role

Our well-travelled hotel guests come to The Manner expecting a sophisticated environment including privileges to a list of amenities in an inviting atmosphere – making The Manner their house away from home. Our hotel guests will experience thoughtfully crafted and personalized accommodations to not only meet but transcend their expectations. As The Manner host, we embody the art of fine-tuned luxury while also offering discreet service.

Responsibilities

• This role consists of 70% guest experience in tandem with front office and 30% F&B.
• Pre-Arrival: Dissects hotel guests’ travel DNA and update profile database with preferences, ETA, ETD background information – effectively communicating with all departments.
• In-Stay Follow up: Partnership with Front Office
• Following up with guests to ensure their requests have been met to their satisfaction.
• Post Departure: Be sure to follow up with service recovery guests and our very own VIPs so that the experience isn’t transactional.
• Be in the know: Be the King or Queen of SoHo! Where to eat, where to shop, etc. Educate the front office team.
• Be the liaison (safety net) during the Pre-Arrival to ensure that Pre-Arrival Questionnaire is sent out and ascertain filled out data from Revinate; and update all information via profile database.
• Help convert OTA bookings into Direct Bookings and - if there is potential for new quality corporate accounts; must be the liaison between Sales team.
• Find way(s) to reach out to non-BAR bookings to intercept email addresses for the Pre- Arrival process. (Consortia, Corporate/GDS and OTAs)
• Come up with creative/effective ways to enhance VIP programming and host weekly VIP meetings with Department Heads.
• Partner with Front Office team to ensure that there is a continuity and consistency with Scrubbing/Dissecting detailed Arrivals report; flag any pertinent information to The Concierge team. Pre-Arrival scrubbing starts 3-5 days out depending on the high profile and VIP levels – must make sure to look up and scrub NEW arrivals.
• Sunday – Scrubbing Wednesday Arrivals. Monday AM need to have a final gut check on new reservations that came in for Monday, Tuesday. Monday-Scrubbing Thursday Arrivals.
• Shift Pass On – Help assist with closing guest complaints and provide feedback and learning opportunity to all department during morning stand up.
• Respond to guest requests for special arrangements or services by making reservations and/or identifying appropriate providers based on the guest’s needs.
• Pro-actively prepare for any special requests from guests with unique needs and follow up to ensure satisfaction.
• Proactive communication with F&B and Culinary Team to ensure consistency in quality of the daily showcase of the inclusive offerings and indulgences in the Apartment.
• Integral role for upkeeping the brand standard and service mantra of The Apartment experience that is exclusively for the hotel guest.
• See beyond your desk by being constantly aware of the lobby and beyond, maintaining eye contact with all guests and colleagues, anticipating needs through service checks, ensuring those waiting for service in all areas of the business are visually acknowledge and are attended to as quickly as possible.

Qualifications

• Bachelor’s degree (Preferred in Hotel Management/Business Administration)
• At least 3 years work experience in Front Office/Guest Services
• The ideal candidate will have operational prerequisites from Senior Guest Experience Specialist, and Assistant Front Office Manager. Prior systems knowledge of Guest Profile database is plus (OPERA + Revinate)
• Understanding: Ability to read, comprehend and carry out instructions according to established procedures
• Basic knowledge of wine and classic cocktails is a plus!
• Comprehension: Fluent in the English language
• Organizational Skills: Work efficiently, utilize multi-tasking, prioritize tasks
• Hygiene and Sanitation: Adherence to uniform, grooming and personal hygiene standards and expectations per SOP’s
• Punctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled

Physical Requirements

• Frequently standing up behind the desk, front office areas and The Apartment.
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

Compensation & Benefits

• Salary $40.00 per hour
• Excellent and Affordable Health care coverage.
• Life Insurance, Disability Insurance, Pet Insurance.
• 401k with Company match.
• 160 hours PTO and Company recognized holidays.
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace.
• Employee Referral Program, Commuter Discounts.
• Fun staff events and celebrations!!!