Guest Experience Manager - Front Desk

Overview

The Vendue is not traditional in its aesthetic, vibe or the way we serve our guests. This position follows suit. We’re here to shake things up to bring our guest experience to the next level—with flair and a touch of showmanship. You’ll have everything you need to shine: great location, an epic rooftop bar, a 200+ piece curated art collection, and Charleston's Choice Awards Best Boutique Hotel.

We are missing one thing - YOU. What level of creativity, fun, beauty, and inspiration can you bring to the team? To learn more about our property, visit

Guest Experience Managers (GEMs) are the consummate hosts, advocates, and managers of the entire guest experience with a 360-degree approach. GEMs go beyond traditional guest service and front desk roles, breaking new ground in hospitality. They are dedicated professionals with a passion for customer excellence and a commitment to making each guest feel welcomed and valued in our home.

• Welcome guests to The Vendue and communicate with guests prior to arrival to understand their purpose for staying and to prepare for special requests both pre-arrival and during their stay. Ensure rooms are ready prior to arrival. Welcome guests at arrival, offer refreshments, and provide a tour of offered amenities and local options that complement their visit.
• Coordinate with Valet/Bell Person to ensure luggage delivery and parking.
• Maintain communication with guests throughout their stay (in person and via our app) to meet needs (laundry, clean linens, ice, etc.). Take ownership of amenity requests; create and deliver personalized amenities on time with relevant staff.
• Be knowledgeable about artwork and artists exhibited on property and our relationships with local galleries. Discuss and relay accurate information for artwork in main exhibition spaces, including Featured Artist Exhibits and Gallery 26. Connect guests with the art department or local galleries as needed. Assist with the sale of art as appropriate.
• Make hotel reservations for guests when necessary and assist with restaurant reservations as requested.
• Assist guests with check-out when requested.
• Record relevant information in the End Of Shift Google doc as it occurs; keep guest areas and the guest services office clean and organized.
• Perform administrative tasks on a rotating basis with peers to ensure efficient operations and communication among Guest Services and other departments.
• Indirectly coordinate with and manage the activity of other team members to ensure guest needs are met.
• Learn duties of overnight audit shift.

• Education & Experience
  
  • A high school diploma or equivalent. An associate’s or bachelor’s degree in tourism, hospitality, or hotel management is a plus.
• • 2 years experience in a similar guest-facing role, preferably in hospitality.
• • Experience with Opera management software is a plus.
• • Familiar with the industry’s best practices.

• Commitment to guest satisfaction and service excellence; welcoming, positive attitude to make guests feel at home and relaxed, actively seeking ways to help guests.
• Critical thinking and adaptability; self-motivated with initiative to act with minimal supervision; can assess and resolve issues effectively.
• Team player mentality; ability to read and anticipate guests’ desires and collaborate with others.
• Accuracy and speed in executing tasks; detail-oriented, calm under pressure, and organized; good time management.
• Proficient English communication (speaking, reading, and understanding). Translate as needed via translator apps.
• Ability to learn and perform all essential job functions safely.
• Ability to become TiPS certified within 30 days of employment (course and certification paid by The Vendue).

• Working Conditions:
  Maintain regular on-site attendance with a flexible schedule; may include days, evenings, weekends, and holidays as required.
• Equipment To Be Used:
  Computer and iPad with Opera, Micros POS, Hello Shift, Gmail, and Google apps; basic office equipment; systems for key creation, guest check-in/out, TV programming, credit card…