Director of Guest Experience

Why us?

Sage Hotel Management, a Sage Hospitality Group company, is currently seeking a passionate, enthusiastic and purpose driven Director of Guest Experience to deliver artful hospitality at a newly rebranded and repositioned luxury lifestyle flagship hotel in Los Angeles.

Currently set to re-launch in Q2 2022, the hotel is an independent, luxury lifestyle property located in Downtown Los Angeles. The property is housed in a gorgeously restored historic building and a quick walk from the Museum of Contemporary Art, Disney Concert Hall and Grand Central Market. With stunning design details, including many hidden corners for guests to explore, the property showcases the glamor of LA without losing sight of its playful side.

The hotel’s public areas will serve as ‘the locals’ living room’ and be popular with local creatives, as well as guests seeking access to the city’s cultural institutions, the buzzing culinary scene or the city’s arena. The property will feature chic guestrooms with a vintage feel and custom furniture; an exciting new restaurant concept and café; and downtown LA’s most stunning rooftop pool terrace and lounge.

Job Overview

Plan and manage the room and related area’s operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals. Position is responsible for short and long-term planning and day-to-day operations of the room and related areas. Recommends the area’s budget and manages expenses within approved budget constraints. The major areas of responsibility/management include: the front office, guest services, housekeeping, security and gift shop. May have responsibility for recreation and tennis. May participate in total hotel management as a member of the Hotel Executive Committee.

Responsibilities

-Manage the human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
-Manages check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested. May need to fill in for various roles within the rooms department as the demands of business requires (Front Office and Housekeeping roles).
-Manages guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
-Monitors and regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
-Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
-Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
-Maximizing revenue in each phone/desk transaction. (Sell from the top down and offer specials last)
-Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
-Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
-Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
-Maintains a friendly, cheerful and courteous demeanor at all times.
-Ensures that the overall operation of the front desk is completed daily.
-Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
-Works closely with housekeeping and maintenance to ensure property is maintained.
-Hiring, motivating and training of staff.
-Performs other duties as assigned, requested or deemed necessary by management.