Overview

Role and Responsibilities

·         Manage guest experience and feedback for leading provider of luxury hospitality nationwide.

·         Develop and improve standards for guest services

·         Monitor online reviews, develop strategies and implementation for improving review quality and volume

·         Help build brand loyalty through customer satisfaction

·         Hospitality experience a plus

Essential duties and responsibilities may include the following.  Other duties may be assigned.

·         Setting goals and objectives for the department or team to ensure that objectives are met or exceeded

·         Creating training manuals and materials to help staff members be successful in their jobs

·         Monitoring guest feedback to identify service improvement opportunities that may require staff retraining

·         Developing marketing strategies to promote the hotel brand and increase revenue from existing guests

·         Managing budgets for items related to the guest experience

·         Scheduling staff members’ shifts to ensure adequate coverage for all times of operation

·         Developing standards and guidelines for staff members to follow when providing service to guests

·         Oversee check-in and check-out procedures, including reservations and financial transactions

·         Actively listen to and resolve complaints

·         Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns

·         Become a key player in helping Churchill achieve our growth goals by exploring opportunities to add value to our guest experience

·         Help to build brand loyalty through customer satisfaction

Offices located in Howell, NJ / Hawthorne, NJ /Monsey, NY

Education and/or Experience Required

Bachelor’s degree preferred; hospitality, hospitality management and hotel management experience a plus.