Guest Experience Manager

Guest Experience Manager

Achieving Excellence:

As the Guest Experience Manager you will be directly responsibility for curating the experience of the new Black Diamond Club level at Alyeska Resort. This position will lead, manage, and oversee a small team dedicated to interacting with various departments across the resort and creating a seamless experience from beginning of the reservation process to departure for our distinguished guests. The role requires a high level of organization, attention to detail and understanding metrics.  In this role it is vital to be resourceful and exceed the expectations of guests. It is an active role, you will be moving throughout the guest spaces (lounge, lobbies and guest rooms) throughout your day, interacting with guests and also being a voice for property improvements. The Guest Relations Manager must demonstrate a high degree of professionalism, integrity, and respect for all Alyeska Resort stakeholders. We commit to giving you the training, tools, support and feedback required to be successful; achieving excellence is up to you.

Why Alyeska?

Alaska is an incredible place and Girdwood is a friendly, lively town where residents value both outdoor adventure and community spirit. Alyeska Resort offers the type of atmosphere where our employees are able to work hard and play hard, and are encouraged to share their enthusiasm with our guests.

Offering year-round and seasonal opportunities, working at Alyeska Resort is both rewarding and exhilarating. Whether you are a seasoned hospitality or ski resort professional, or just starting out with an avid interest in ski area management or travel tourism, we invite you to review current career opportunities and check back often as we are always seeking great talent.

Alyeska Resort offers many exciting career opportunities, beautiful surroundings and exciting employee benefits including: 

• Vision, Dental, and Medical Insurance for regular full-time employees
  • Paid holiday and paid time off (Vacation and Personal)
  • Free Season Pass for employees and qualified dependents
  • Roth 401(k) and 401(k) Retirement Savings Plan
  • Discounts for rooms at The Hotel Alyeska and affiliate hotels
  • Discounts in Resort restaurants, shops, and Nordic Spa

How You Will Achieve Excellence:

Family, Quality, Winning, Industry and Honesty: Our people realize that relationships rooted in trust, honesty, respect and gratitude are essential to all. We never get a chance to make a second first impression. Success is planning the details. We are focused and committed to doing what we say and accepting feedback as a gift.

Interpersonal Skills:

• Communication within their area; and from their area across the organization supports all of the organization's core values. Listens actively, asks the right questions to evaluate situations and responds effectively and creatively; fostering open dialogue within their work groups.
• Has a level of emotional intelligence that allows them to empathize with those they are interacting with in situations that are confrontational and requires a high degree of tact and diplomacy. Is recognized as a person who can regulate their emotions and behaviours to deliver optimal outcomes.
• Understands that in this highly visible role their appearance and professionalism is always on display. Understands that they and their work are seen as a reflection of the organization.
• Has the technical job skills required to maintain organizational and professional standards in their area of work. Their work is of sufficient quality to consistently make a great first impression.
• Delivers excellence in everything they produce, present and convey. Does not accept mediocrity or the status quo from their area. Is creative and diligent in the pursuit of continuous improvement; not letting roadblocks undermine quality.
• Their area is perceived as a centre of excellence and they are called upon to share their technical knowledge and best practices with their peers or other work groups within or outside the organization.
• Supervise Guest Service team in the scheduling and training of Black Diamond club standards, emphasizing guest relations skills.
• Respond to guest inquiries and complaints with accurate information and with a positive attitude to ensure guest satisfaction. Resolve guest issues with professionalism and tact.
• Assist with check-in/ out procedures on club level and/or lobby level, liaising with the Resort Front Operations to curate the perfect experience for every client.
• Support Operations Manager / Director of Rooms in delivering VIP experiences and responding to requests.
• Ensure the appropriate selection of rooms based on guest needs and instructions as per the Director of Rooms.
• Coordinate with Housekeeping and Guest Services to ensure rooms are ready for guest arrival
• Conduct regular reviews of processes and Club level activities (F&B offerings, reservation, Public area, room inspections and check-in process for Black Diamond Clients)
• Review and audit all reservations ensuring accuracy and that all standards are meant
• Maintain a professional and high-quality and service oriented environment at all times.
• Perform other duties as assigned.
• Creates plans for their area that support the overall financial goals of the organization. Reviews revenue and service outcomes along with Leadership for monthly goals makes appropriate adjustments.
• Understands that finding the time to execute assigned tactical plans, goals and KPI's is essential to their success and the success of their department. Document progress with timelines and accountabilities; updates tactics and dates regularly.
• Passion for adventure, encourages our guests to experience Alaska. Usually the first person to put up their hand to accept new tasks.
• Sets goals within their area and communicates progress often. Has a natural drive for results that in evident in the energy they bring to work and the consistency of their productivity. Relentless in the pursuit of better personal and organizational outcomes.
• Assigned deliverables are executed in a manner that requires little or no follow up; both in terms of scope and quality. Is able to focus on short-term objectives without losing sight of long-term value.
• Responds to feedback positively; is not defensive or argumentative. Makes a genuine effort to act on feedback to change behaviours and outcomes.
• Accepts responsibility (open and honest) when outcomes are disappointing; does not try to shift blame or hide mistakes. Is a trusted member of the team.
• Conflict management skills are advanced; personality conflicts are actively managed. Does not allow personal differences with co-workers to undermine service delivery. Will seek out guidance from their leader as required.
• Resilient and looks inwardly for solutions when under stress; displaying a positive can-do attitude at all times. Is not afraid to put their hand up and say they could have done better.
• Takes accountability for their personal actions and outcomes. Has the self-awareness and confidence to know when they could have done better and is not afraid to put their hand up and say they could have done more.

Education & Experience:

• Previous hotel, luxury or guest service experience usually acquired in a Full Service Hotel, or comparable Hospitality Operations experience required (minimum 2 years).
• High School diploma, general education degree or international equivalent required.
• Proficient in English. Additional Languages always celebrated.
• An operational knowledge and proficiency in Property Management systems and guest relations software (Opera, RTP, Maitre’d, HotSOS /Rex, Alice & RezDiary)
• Must be of legal age to serve alcohol in Alaska, Tap certified, Food Handlers card.
• Previous experience dealing with guest recovery
• Leadership with the ability to remain calm under pressure.

Working Conditions:

This position may work long nights and/or week ends to meet periodic upturn in business demands or meet deadlines. This position is set in a fast-paced environment, with high levels of interaction with employees, guests and other stakeholders.  

Alyeska Resort is an Equal Opportunity Employer and a Drug-Free Workplace. All resort employees must possess current documentation showing they are eligible for employment in the United States. Alyeska Resort accepts applications for currently available positions only, and does not accept applications for “general employment.” Preference may be given to local candidates, as relocation may not be available.