Guest Experience Manager

2 weeks ago

Hamilton, Canada The Laundry Rooms Full time

**Guest Experience Manager**
**The Laundry Rooms**

The Laundry Rooms offers creatively designed and fully furnished extended stay apartment suites in great neighbourhoods. These suites are designed for the modern traveler, the growing family, or the focused business person as they have the convenience of home and all the amenities and services of a great hotel. We are proudly independent and deeply rooted in the communities we call home. Guests, digital nomads, and corporate travellers are able to stay with us for a few nights, a few weeks, or a few months. The Laundry Rooms is a home away from home for our resident guests and their small pets.

The Laundry Rooms offers end-to-end property management and best-in-breed technology. With our available services, buildings get on-site management, building concierge, and on-demand housekeeping. We offer a seamless digital experience, but our locations are staffed with real, caring human beings who live and work in the communities we call home. Our existing communities surround our properties in Waterloo and Hamilton, with two new locations opening in
Cambridge and Kitchener.

We are searching for an experienced “Innkeeper” to add to our growing team.

**expect from us**
- a senior leadership team who ensures that all team members are listened to, have the opportunity to learn, participate and have the opportunity to influence change
- a team that adopts the best and most efficient practices of the modern travel industry
- a team to support them in their day-to-day needs as the company continues to grow in the future
- a group that insists hospitality is in the centre of who we are

**get excited for**
- adapting into our fast-paced working environment in a guest-centric role
- working closely with the leadership team and handling inquiries that require immediate attention
- seamlessly coordinating Front desk. Housekeeping, Maintenance

Operations and Property Management
- confidently handling glitches and escalations with urgency and finesse
- a flexible working day with the inclusion of evenings and weekends to support the team as needed
- proactively managing our resident guests to establish trust, proactive engagement, and develop long-term trusting relationships

**be knowledgeable in**
- administrative, organizational, and communication skills
- a strong work ethic and a talent for multi-tasking
- people and detail-oriented tasks with excellent interpersonal skills
- critical thinking with sound judgment and problem solving for guest concerns or questions
- reliable and flexible with a sense of urgency when needed
- solid and professional under pressure and able to maintain composure when handling complaints
- quick learning while adapting and prioritizing conflicting demands in an often-fast changing environment
- exceptional organization while keeping track of reservations, outstanding follow-ups, and expenses
- strong attention to detail with a focus on delivering quality while meeting deadlines

**driven by**
- a passion about people, travel, design, hospitality and excellent service
- making every guest feel at home and assist them throughout their stay at

The Laundry Rooms
- a strive for finesse and high quality
- impeccable integrity and professionalism representing our brand to ensure maximum confidentiality and discretion
- practicing sustainable efforts within the company to better the environment around us
- the surrounding neighbourhood and all the nearby spots we recommend to our guests to help them live like a local during they stay

**Salary**: $45,000.00 per year

Schedule:

- Weekend availability

Ability to commute/relocate:

- Hamilton, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 2 years (required)

Work Location: One location

Application deadline: 2023-01-23

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