Guest Experience Manager

About our Company: 

Bunkhouse is a hospitality company that believes in inspired design, connection to place, and the value of community. Bunkhouse has designed and developed a celebrated portfolio of hospitality projects including: Hotel San José, Hotel Saint Cecilia, Austin Motel, Hotel Magdalena, Carpenter Hotel, and Jo’s Coffee in Austin; Hotel Havana and Ocho in San Antonio; The Phoenix Hotel in San Francisco, California; Hotel San Cristóbal in Baja, Mexico; and Hotel Genevieve in Louisville, Kentucky, with more projects on the way. 

We're looking for:

Hotel Genevieve, Kentucky's exciting Nulu neighborhood, is looking for a Guest Experience Manager who is passionate about cultivate a space that offers our guests the best of the best. Responsibilities in this role include  oversight of front desk relations, concierge services and VIP programs. 

The person in this position must have good communication skills, the ability to resolve conflict and a thorough understanding of Bunkhouse policies.  The Guest Experience Manager must develop and maintain the company’s culture, values, and reputation in the public eye, and with all staff, guests, vendors and partners. 

Knowledge, Skills, and Abilities:

• High School diploma or general education degree (GED). College Degree preferred
• 1-2 years related experience in hospitality or service industry
• Must be able to speak, read, write and understand the primary language(s) of the workplace
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of co-workers and sister property staff
• Ability to create documents in Excel and Word
• Ability to understand other computer programs (i.e. Property Management System)
• Ability to apply concepts of math including addition, subtraction, multiplication, division and algebra, using whole numbers, common fractions, and decimals

Bunkhouse is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

Job Responsibilities:

Guest Experience

• Head the VIP program, including:
  • Maintain a strong FOH presence, personally greeting guests
  • Oversee guest profile research to ensure proper VIP codes & corresponding amenities have been assigned and manage strategic room upgrades
  • Collaborate with F&B team to develop seasonal sweet & savory amenity offering
  • Collaborate with FOH departments to ensure they are educated on VIP arrivals.
  • assist with training of team members who support front desk
• Perform concierge services such as: arranging transportation or other services, dining reservations, amenity requests, grocery shopping, etc.
• Check hotel guests in and out in a confident, professional and personalized manner
• Serve as the point person on property for the Friends with Benefits program and work towards individual & company FWB goals
• Provide courteous, professional, genuine, efficient and flexible service at all times
• Take hotel reservations accurately and efficiently
• Resolve guest issues and complaints escalated from the front desk team.
• Ensure that all guest interactions are handled professionally, and guest satisfaction is prioritized.
• Ensure all calls are answered in a courteous, professional and efficient manner
• Maintain an accurate log of guest calls for assistance or complaints, and ensure completion of all items
• Open, secure and balance out shift banks to include the verification of all cash, credit card and room charge transactions during all shifts
• Ensure accuracy with all accounting and billing procedures
• Maintain a comprehensive knowledge of hotel availability and current rates and/or special events (which may have an impact on occupancy and availability)
• Maintain current knowledge of local restaurants, special events, city attractions, amenities and directions

Team Leadership

• Foster a positive and inclusive work environment to enhance team morale.
• Provide ongoing coaching and feedback to improve the skills and performance of front desk team members.
• Conduct regular audits and checks to ensure that the front desk team is adhering to established standards of service and efficiency.
• Implement improvements and corrective actions based on audit findings.
• Ensure open lines of communication with departments and upper management via email, logbooks, meetings, etc., to ensure all needs of the hotel are met
• Maintain a high level of cleanliness and safety in the work area
• Ensure that all equipment is maintained in good, safe working condition
• Maintain an increased awareness of safety issues throughout the property
• Keep abreast of safety and emergency procedures and OSHA requirements
• Attend relevant meetings

Based upon fluctuating demands of the operation and to exceed customer expectations, it may be necessary to perform a multitude of different functions not specifically related to this position.  This person may be expected to perform other tasks and duties as needed or as directed.  Furthermore, employee responsibilities and job descriptions are subject to review and revision.

Working Conditions/Environment

• The noise level in the work environment is usually moderate
• The person in this position may have to lift up to fifty (50) pounds on a daily basis; anything over fifty (50) pounds is considered a minimum two (2) person lift
• The person having this position may have to sit for one (1) hour, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day

The work environment characteristics described herein are representative of those an employee typically encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions