Guest Experience Manager

4 months ago

Halifax, Canada Premiere Executive SuitesAtlantic Limited Full time

ABOUT PREMIERE SUITES:
Since 1999, Premiere Suites has been the most recognized and trusted provider of, high quality temporary residences for professionals and families all across Canada. Premiere Suites provides rented furnished apartments, condominiums, and townhomes for temporary stays and has over 1,600 suites in 38 cities across Canada.

JOB SUMMARY:
The Guest Experience Manager (GEM) is responsible for customer satisfaction, promotional activities, providing direction for all interaction with clients to ensure effective and prompt customer service. As a representative of the organization, this position will ensure that all customers are provided with consistently high levels of service that will meet or exceed their expectations.

KEY RESPONSIBILITIES:

- Produce and review contingency, arrival & departure reports to manage daily activities
- 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
- Manage & update on call resource information
- Participate in the on-call rotation
- Other projects & duties as required

REQUIRED SKILLS:

- Exceptional customer service skills.
- Possess strong analytical and problem-solving skills
- 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
- Proven excellent customer service skills.
- Excellent time management and prioritizing skills.
- Basic office administration skills.
- High level of proficiency with Microsoft Office productivity suite
- Highly effective teamwork skills.
- Able to effectively communicate both verbally and in writing.
- Strong customer service and troubleshooting skills.
- Politically and culturally sensitive.
- Able to plan and organize work effectively and ensure its completion.
- Well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people skills.
- Ability to learn and adapt to CRM software quickly.
- Professional, responsive, and positive work attitude is essential.
- Ability to analyze and interpret client needs and offer the appropriate options, solutions, and resolutions required.
- Ability to respond and adapt quickly in a dynamic and changing environment.
- Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
- Professional telephone manners.
- Attention to detail in all areas of work.

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, Opera PMS)
- High energy with professional, positive attitude

**Salary**: From $40,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Vision care

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Halifax, NS B3J 1T7: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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