Guest Experience Supervisor

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has a key presence in Barcelona. Highgate's portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Le Meridien Columbus, The Joseph

The Guest Experience Supervisor is responsible for ensuring all guests pre, post, and intra stay requests are handled appropriately and timely while ensuring all expectations are exceeded.

Answer incoming calls professionally and courteously.
• Assign room according to guest requests and preferences whenever possible.
• Assist callers with needs and requests without transferring whenever possible.
• Pre-register designated guests and prepare key packets
• Monitor and manage hotel Room Type inventory, communicating concerns and identifying solutions.
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
• Be aware of all rates, packages and special promotions.
• Communicate room's challenges/inventory concerns to front office team daily.
• Serve as Front Office liaison with Sales and Convention Services to ensure successful execution of group arrivals.
• Serve as Front Office liaison with Housekeeping and Engineering to manage and block guest rooms as necessary.
• Be aware of closed out and restricted dates.
• Manage discrepancies and queues quickly and efficiently.
• Obtain all necessary information when making room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Always Have a complete understanding of House and guest room availability.
• Manage all Out of Order and Out of Service rooms.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Assist management team with rooms related projects.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Maintain current listing of local and area attractions, special events and activities.
• Maintain a listing of local transportation guides, churches, sports arenas, etc.
• Provide hours of operations for all restaurants, lounges and shops within the hotel.
• Oversee cleanliness of lobby and entrance areas.
• Provide excellent guest experience by reading through guest profiles and enhancing the guest stay based of information in guest's profiles.
• Provide personalized, courteous, and attentive service to all guests at all times. Ensure guests' needs and expectations are met in a timely and professional manner.
• Offer guests information on local attractions, restaurants, entertainment, events, and services to enhance their stay.
• Make reservations for guests, including restaurant bookings, tours, theater tickets, spa treatments, and other experiences based on guest preferences.
• Arrange transportation for guests, including airport transfers, taxis, rental cars, and private drivers.
• Handle guest complaints and requests with discretion, ensuring swift and satisfactory resolution. Go above and beyond to exceed guest expectations.
• Handle special requests such as flower arrangements, gift purchases, or personal needs, ensuring they are fulfilled promptly and correctly.
• Provide personalized services to VIPs, high-profile guests, and returning clients, including preparing welcome amenities or bespoke experiences.
• Oversee the allocation and distribution of guest rooms, ensuring the most efficient use of available inventory and maximizing occupancy.
• Collaborate with Housekeeping to ensure rooms are cleaned and prepared according to the guest's arrival time, VIP status, and any specific guest requests.
• Monitor room availability, including overbooking, and work to maximize revenue while minimizing the potential for unsold inventory.

• • Experience in a hotel or a related field required.

  • Customer Services experience required.
  • Computer experience required.
  • High School diploma or equivalent required.
  • College course work in related field helpful.
  • Flexible and long hours are sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to occasionally stand during long periods of time.
  • Always maintain a warm and friendly demeanor.
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotels required meetings and trainings.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel related areas.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.