Job Description

PREMIERE SUITES - GUEST EXPERIENCE MANAGER (GEM)

ROLE TYPE:

Permanent, Full Time

REPORTS TO:

National Manager of Guest Experience

DEPARTMENT:

Operations

LOCATION:

Work from home

HOURS:

Weekdays, 12- 8pm ET

SPECIAL REQUIREMENTS:

Bilingual (EN/FR)

ABOUT THE ROLE:

The Guest Experience Manager is responsible for communicating with our guest throughout their stay to ensure an exceptional experience. This role is integral to our day-to-day operations; ensuring close communication with the team preparing our suites, our sales team for requests and availability, and organizing maintenance and repairs staff or outside trades.

KEY RESPONSIBILITIES:

Produce and review contingency, arrival & departure reports Communicate with guests at various stages of their stay (welcome, mid stay follow up, departure confirmation) to ensure an exceptional guest experience Confirm guest departure date and forward departure instructions Schedule in house maintenance/repair work with service technicians and/or Premiere Suites Guest Service Managers Coordinate reimbursement of maintenance/repair work with property owners & billing department Update, assign & follow up on cases Review & reply to Feefo online guest reviews Complete building notifications & guest registrations Facilitate suite moves with in house guests Liaise with sales team Manage & update on call resource information Participate in the on-call rotation Other projects & duties as required

REQUIRED SKILLS:

Exceptional customer service skills Sound judgment Exhibit a sense of urgency when dealing with issues Possess strong analytical and problem-solving skills Excellent written and verbal communication skills in both English and French Skilled at planning, organizing and delegating with an appropriate degree of follow-up Must be able to work independently and as part of a team Demonstrates the ability to earn and retain trust

QUALIFICATIONS:

2-3 years previous experience in customer service and/or hotel, travel, tourism operations Post-secondary education Hotel front office, maintenance or property management experience an asset Demonstrated computer skills (Microsoft Office, Microsoft Dynamics, Zendesk, Opera PMS) High energy with professional, positive attitude
Job Types: Full-time, Permanent

Pay: $45,000.00-$50,000.00 per year

Benefits:

Company events Dental care Employee assistance program Extended health care Life insurance Vision care Wellness program Work from home
Schedule:

Monday to Friday Weekends as needed
Work Location: Remote