Guest Experience Curator

Salamander Employer DC, LLC • Full-time • Washington, DC, US • $23 - $25 / hour • 3m ago

We look for people who are passionate about service and have a hunger for learning new skills. We believe in the power of teamwork and the professional development of our team members. With our employees being our greatest assets, we are committed to providing competitive wages and benefits, the best training, a safe and enjoyable work environment along with many opportunities for advancement to ensure a very rewarding career. We take great pride in our dedicated and diverse team of employees.

All professionals at Salamander Collection live by our Vision, Brand Promise, and Core Values.

We specialize in the management of Four and Five Star luxury hotels, resorts and fine food establishments. If your outside interests include golf, tennis, spa, beach, water sports, equestrian, shopping or just relaxation, we have the employee discounts to match.

POSITION OBJECTIVE

The Guest Experience Curator provides personalized experiences and services to fulfill all guest needs during pre-arrival, check-in, throughout the stay and upon departure, in partnership with other departments in the hotel operation. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.

ESSENTIAL JOB FUNCTIONS

Hotel Services

To improve the overall visitor experience, maintain a high degree of order and attention to detail while juggling several goals.
To guarantee satisfaction, proactively follow up on visitor questions and service requests.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Serve as the first point of contact for calls from both internal and external parties, providing all guests and team members with timely, courteous, and individualized support.
Oversee bounce-back and overflow calls from Dogon, The Lounge, and The Spa to guarantee that each guest's question is addressed promptly.
Collaborate with outlet teams to facilitate easy communication, especially during high-volume periods when Dogon’s phone coverage requires additional support.
Assist with all guest requests, act upon them, follow up and confirm they are completed.
Send pre-arrival emails and questionnaires to gather more information from guests.
Coordinate with the front desk and other departments to arrange for arrivals including room preparations and other personalized touches.
Coordinate guests’ packages by verifying arrival dates and ensure they presented to the guest upon arrival or delivered to the room in a timely manner.
Assign room according to guest request and preferences whenever possible.
Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Communicate to appropriate staff that there are guests that are waiting for an available room.
Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
Exchange information with other employees using electronic devices (e.g. HotSOS, two-way radios, email).
Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
Review requests for late check-outs and approve according to occupancy.
Ensure rates match market codes and that any exceptions are documented and include an explanation.
Verify and adjust billing for guests.
Organize and coordinate check-in/pre-registration procedures for arriving groups.
Respond accurately and quickly to accounting and administrative requirements, including publishing changes, processing credit card refunds and modifications, and finishing CELO entries.
Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
Clear departures in computer system to document that rooms are no longer occupied.

Guest Relations

Welcome and acknowledge each and every guest with a smile and a friendly verbal greeting, using the guest's name when possible.
Recognize all guests and build rapport in order to develop personal guest contact, obtain preferences and proactively anticipate guest needs.
Actively listen and respond positively to guest questions, concerns, and requests to resolve issues, delight, and build trust.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Thank guests with genuine appreciation and provide a fond farewell.

Providing Exceptional Service

Provides services that are above and beyond for customer satisfaction and retention.
Displays outstanding hospitality skills.
Handles guest problems and complaints effectively.
Empowered to provide excellent customer service.
Interacts with guests to obtain feedback on product quality and service levels.

Policies and Procedures

Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Additional Responsibilities

Comply with quality assurance expectations and standards (including Forbes)
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Maintain and update database containing preferences of repeat and VIP guests.
Other duties may be assigned as business demands.

REQUIREMENTS

High school or equivalent education required.
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computer skills.
General knowledge of the city where hotel is located and its attractions.
Extensive knowledge of the hotel, its services and facilities.
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties this job, the employee is regularly required to stand; walk’ use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear.
The employee must be able to lift and move up to 25 pounds.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from supervisors.
Must be able to change activity frequently and cope with interruptions.
Must be able to maintain a calm demeanor at all times.

BENEFITS

Paid Time off / Vacation
Holiday Pay
Sick Pay
Health Insurance
Dental Insurance
Vision Insurance
Health Savings Account
Life Insurance
Flexible Spending Account
401(k) Savings Plan
Paid Maternity, Paternity and Adoptive Parent Leave
Short Term Disability Insurance
Long Term Disability Insurance
Supplemental Insurance (Accident, Cancer, Life, AD&D)
Direct Deposit
Company Paid Uniforms
Recognition Programs & Rewards
Property Discounts for Rooms, Retail, Dining, Water Parks, Golf, Spa and more
Discounted Parking
Tuition Reimbursement

Salamander Collection is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.