MUIR Guest Experience - Guest Experience Manager

MUIR Hotel : Guest Experience Manager (MOD)

Located in the absolute centre of downtown in the vibrant Halifax waterfront, in the heart of the Queen’s Marque district, MUIR offers elevated hospitality inspired by the spirit, culture and natural beauty of Nova Scotia. In each of our departments, our team shares a common goal – providing an exceptional customer experience in a clean, comfortable environment.

If you are passionate about a career in hospitality and want to join a team that shares this common goal, the MUIR is presently seeking Guest Experience Manager (MOD).

Reporting to the Director of Rooms, the Guest Experience Manager (MOD) will be responsible for supporting the strategic direction and daily operations of the Front Office team. The successful candidate will lead and inspire their team to deliver the highest standards of anticipatory, warm and gracious guest service from the point of guest arrival to the point of departure and the many points in between.

The Guest Experience Manager (MOD) will ensure that every moment at Muir is thoughtfully considered and impeccably delivered to provide guests with a distinct experience that is like no other.

Shifts: The MOD will be responsible for working morning, mid-day and evening shifts with varying start times. They will be required to work weekends.

What you will be doing as a Guest Experience Manager:

• Meeting with guests and provides outstanding customer service to all guests, owners, and visitors of the hotel;
• Being aware of special owner VIP relationships within the local Nova Scotian community or international community;
• Ensuring exceptional guest services are provided to guests and owners in a friendly, proactive and efficient manner with appropriate follow-up as necessary;
• Developing and managing a comprehensive guest history programme that facilitates the consistent delivery of anticipatory service;
• Developing and maintaining strong guest relationships to ensure Muir loyalty;
• Coordinating with FOM in preparing for the entire guest experience from check in to check out and everything in between;
• Preparing for guest arrival by co-ordinating with Housekeeping department;
• Working with Revenue Manager in preparing for future stays of regular guests;
• Working with GM, sales team and marketing to develop innovative actives and promotional events;
• Having a deep understanding of all essential aspects of Muir operations;
• Continuously building an extensive knowledge base of local area restaurants, shops, attractions, transportation options, and airports;
• Maintaining a positive and professional relationship with all vendors and merchants;
• Supporting operations partners and vendors delivering communication to managers and guests on a daily basis;
• Supporting the marketing and sales department with administrative tasks;
• Maintaining inventory and stock of supplies, brochures, and collateral;
• Holding and delivering correspondence to the front desk for guests prior to arrival;
• Providing pre-arrival support for guests arriving on packages;
• Facilitating communication with guests and follow up in case of service issues;
• Acting as the site liaison for the services and sales center;
• Working collaboratively with all Muir associates and resources;
• Ensuring a clean and safe working environment, and actively participate in health and safety initiatives;
• Is a leader for Quality metrics across the Front Office;
• Fostering and promoting a cooperative working environment, maximizing productivity and employee morale;
• Providing exemplary leadership in the area of customer service and customer interaction;
• Inspecting grooming and attire of staff and ensure that it is impeccable; rectify any deficiencies;
• Training employees on the Hotel's products & services so as to fully serve guests;
• Such other related duties and responsibilities as may be required from time to time.

Your experience and skills include

• A Hospitality or Business Degree is preferred;
• A minimum 3 years’ experience in Hospitality, preferably in a luxury environment;
• A minimum of 2 years’ Customer Service experience;
• Motivated, high performance team player;
• Ability to work in a fast-paced environment;
• Excellent communication and customer service skills;
• Organized with exemplary attention to detail;
• Demonstrated initiative, and the ability to work with minimal supervision;
• Ability to maintain high service levels under pressure;
• Must be able to stand and walk for extended periods of time throughout shift;
• Strong attention to detail and time management skills;
• A sincere desire to provide the utmost in guest service.

Your team and working environment

• Fast-paced Five Star Luxury Collection Hotel;
• Awarded Four Stars in the prestigious Forbes Travel Guide Star Awards;
• Located in the heart of the vibrant Halifax waterfront, minutes away from the Dartmouth ferry terminal;
• A team of like-minded hospitality professionals that share a passion for service;
• Back of house experience that puts employees first.

Employee Benefits

• Eligible for $500 signing bonus upon completion of probationary period
• Access to our employee development/education reimbursement program
• Company scholarship program for employees and family members
• Flexible work schedule
• One earned day off every two months based on attendance
• Access to our gym and fitness facilities
• Uniform dry cleaning
• Comprehensive Extended, Health, and Dental benefits
• Opportunity to Participate in the Employer sponsored retirement savings program
• Access to Marriott employee travel benefits
• Access to Employee and Family Assistance Program
• Employee centric back of house experience

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.

APPLY TODAY: For more information on the opportunities at the MUIR Hotel, please visit www.muirhotel.com. Please apply online or send your resume to recruitment@armourgroup.com. Please note that, while we thank all applicants for applying, only those selected for an interview will be contacted.