• Monitor and analyze the guest experience index and regularly check and follow up with guests reviews and Medallia.
• Responsibilities will also include communication between all departments to ensure quality guest experience.
• Supervise the Guest Experience Index through analysis of trends and ensure constant and consistent communication of the results.
• Make recommendations as necessary for areas of improvement. Resolve guest concerns expeditiously in a manner which is beneficial to all involved through communication with department management.  
• Comply with Marriott guidelines. Ensure all internal communications are on brand per HHM standard. Respond and update as necessary.       
• Knowledge of all aspects of front desk operations, including check-in and check-out, settlement, award programs, handling guest requests and complaints.
• Ability to communicate with others and inform line employee of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
• Update all relevant information pertaining to events in the hotel on a regular basis and communicate those changes quickly and effectively.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Assist in the breakfast area or assist guests with luggage when staffing assistance is required or during peak periods.
• Ensure overall guest satisfaction.
• Perform other duties as requested by management.

Experience 

• Excellent communication skills, both verbal and written.
• Must possess excellent computer skills. 
• Ability to communicate with others and inform line employee of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
• High school or equivalent education required. Bachelor’s Degree preferred.
• Minimum of two years experience in hotel industry. Front office experience is beneficial.

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standingfor extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It