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Guest Experience Ambassador

Cadillac Hotel & Beach Club, Autograph Collection

The Guest Experience Coordinator will report to Guest Experience Manager.  

Posted September 12, 2022

Guest Experience Ambassador

Cadillac Hotel & Beach Club, Autograph Collection

Overview

Opportunity: Guest Experience Ambassador

The Guest Experience Coordinator will report to Guest Experience Manager.  

Potential Career Path

Guest Experience Manager

Positions Requirements

  • Monitor and analyze the guest experience index and regularly check and follow up with guests reviews and Medallia. Supervise the Guest Experience Index through analysis of trends and ensure constant and consistent communication of the results.
  • Responsibilities will also include communication between all departments to ensure quality guest experience. 
  • Make recommendations as necessary for areas of improvement. Resolve guest concerns expeditiously in a manner which is beneficial to all involved through communication with department management.  
  • Comply with Marriott guidelines. Ensure all internal communications are on brand per HHM standard. Respond and update as necessary.       
  • Knowledge of all aspects of front desk operations, including check-in and check-out, settlement, award programs, handling guest requests and complaints.
  • Ability to communicate with others and inform line employees of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
  • Update all relevant information pertaining to events in the hotel on a regular basis and communicate those changes quickly and effectively.
  • Manage and execute amenity program, inventory of the items, storage and delivery to the guest room prior to arrival
  • Send pre-arrival, pre-departure emails to all Bonvoy guests, conduct follow up calls after guest arrival to ensure guest satisfaction 
  • VIPs, high paying guests, high profile guests room assignment
  • Resolve GXP cases and conduct proper follow up
  • Perform duties of lobby ambassador during peak times of arrivals and departures
  • Assist with all guest experience initiatives including champagne check in process 
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Ensure overall guest satisfaction.
  • Perform other duties as requested by management.

Experience 

  • Excellent communication skills, both verbal and written.
  • Must possess excellent computer skills. 
  • Ability to communicate with others and inform line employee of hotel and departmental goals and objectives, motivate self and staff to achieve those goals, respond to guest requests and business volume quickly and efficiently.
  • High school or equivalent education required. Bachelor’s Degree preferred.
  • Minimum of two years experience in hotel industry. Front office experience is beneficial.

Work Environment and Context

  • Work schedule varies and may include working on holidays, weekends and alternate shifts.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.


Address

3925 Collins Avenue
Miami Beach, FL 33140

Phone

(305) 538-3373

Rooms

356 Rooms

Cadillac Hotel & Beach Club, Autograph Collection

Miami Beach, FL