Guest Experience Liaison

Reporting to the Guest Relations Manager, the Guest Experience Liaison "GEL", primary responsibility is to improve the guests' experience through continued interaction with all guests and liaise with the Rooms Division and Food and Beverage teams. The GEL is a key member of our Guest Relations team and will enable the department to achieve the departmental goals of creating "Guests for life". The GEL holds accountability for instilling consistency of hotel standards as well as generating and promoting ideas to enhance the guest's experience.

• Approach all encounters with guests, employees, and members in a professional and personalized manner; Maintain high standards of personal appearance and grooming, outlined by the grooming policy; Must have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient operations in all areas.
• Follow up on all guest challenges to ensure complete guest satisfaction, during and post Stay; Coordinate amenity programs: return guest, children and pets; Ensure all guest challenges are entered into the guest profiles; Set traces for VIP amenities and coordinate distribution with respective departments.
• Walk VIP arrival rooms prior to check in, ensure amenities have been delivered and set up correctly, special requests have been fulfilled; Coordinate with Guest Service Manager the arrival, departure, and special needs of VIP guests; Prepare VIP arrival folder (keys pre-cut, personalized business cards).
• Meet and greet VIP guest curbside and escort to guestroom; Wish farewell to departing VIPs and escort outside the hotel; Identify and solicit potential new Del members; Must be able to maintain the confidentiality of all guest and member information and pertinent hotel data, as well as the security of high profile guests or members in accordance with hotel standards; Must be able to meet deadlines and coordinate among departments the delivery of quality amenities to guests; Offer to handle special arrangements during guest stay; coordinate future visits.
• Identify Opportunities for upgrades for VIP guests; Work directly with Reservations and Front Office staff (Rooms Division) to block upcoming VIP arrivals; Cater to VIP guests' specific needs and attention to detail when planning their special day/event; Maintain consistent and effective flow of communication between shifts among management and colleagues; Direct the guest flow of foot traffic in lobby and around property; Other duties as assigned.