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Director of Guest Experience & Programming

Company: Canoe Place Inn & Cottages
Location: Hampton Bays
Posted on: May 13, 2022

Job Description:


New York's iconic "first stop out East," Canoe Place in Hampton Bays is a beautifully restored boutique hotel opening this summer. The refreshed destination is home to an inn and cottages, restaurants and bars, a full-service spa and inspiring historic event spaces with countless job opportunities.


The Director of Guest Experience & Programming for Canoe Place Inn & Cottages is responsible for providing extraordinary experiences for our guests. This role leverages the character and richness of The Hamptons to curate experiences and opportunities for guests that expand and deepen their connection to and enjoyment of Canoe Place and the Region. The ideal candidate will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction. Some of the key objectives for this role are:

-Further differentiate Canoe Place from other regional hospitality properties
-Provide exclusive access to experiences that guests may not be able to find on their own
-Drive return visits, loyalty, and revenue

Develop strong relationships with Hamptons and global vendors/partners to create one-of-a-kind experiences for guests leveraging the region in the areas of:

-Food/Spirits/Beer producers
-Develop Concierge programs for each hotel in partnership with GM and Guest Services/Front Office
-Establish advantageous pricing for Main Street from all vendors
-Develop exclusive opportunities for all guests and VIPS
-Design tools and systems for clear communication and guest engagement
-Develop a "best of" bible that can be used by every front desk agent and reservationist. This would be updated regularly.
-Develop consistent training programs for operations staff
Ensure top VIPs -selected by Front Office Manager, General Manager- point of contact prior to arrival until departure for the arrangement of their stay.

-Pre-stay planning for guests
-Direct contact with guests prior to arrival to design experiences and encourage further bookings
-Act as key contact for guests through their experience
-Develop partnerships with mores established brands to create one-of-a-kind experiences for guests leveraging the Hamptons recreational & culinary outlets.
-Work with guests or Travel Agents to plan itineraries and special requests.
-Perform room inspections to make sure amenities, welcome cards and special touches have been arranged.
-Be a driving force behind guest centric projects, aimed at elevating the experience and recognition of qualifying guests. Understands the trends of our guests and can identify opportunities for new experiences.
-Reviews daily arrivals to ensure proper handling of Special Attention Guests, VIP Guests and Groups.
-Assures that all financial and credit procedures are followed.
-Follows up on credit problems with Front Office Manager and/or Accounting Manager.
-Reviews all paid-outs, rebates, petty cash disbursements and direct billings.
-Interviews, trains, and provides real time feedback. Conducts Performance evaluations and disciplines staff when needed.
-Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees.
-Responds swiftly and effectively in any hotel emergency or safety situation.
-Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, assists customers in all inquiries in connect with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
-Responds to all guest requests in an accurate and timely manner.
-Interactions with guest will be in person, on the phone, via Relay, email and Alice.
-Assists in Front Office and Guest Services Duties - Checks guests in and out in an efficient and friendly manner, using guest name whenever possible.
-Assures that guest is assigned type of room requested and the correct rate is charged.
-Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks in/out guests and ascertains guest satisfaction, collects keys, posts late charges, and presents bill to guest.
-Works harmoniously and professionally with employees, co-workers and upper management.
-Accepts reservations, changes, and cancellations in the absence of Front Desk/Reservations Department Staff.
-Can answer guest and internal calls in the absence of a Communications Operator.
-Develop on-site programming and curated experience weekends in partnership with Operations and Marketing
-Drive engagement in need periods
-Team building experiences for groups and corporate teams
-Develop packages and marketable opportunities with operations, revenue management and marketing teams
-Work closely with Sales to develop relationships with key corporate clients


-Warm and engaging personality with good communication and interpersonal skills, especially verbal, with management, co-workers, guests, and other parties
-Very self-confident and mature; able to manage systems, employees, and demanding guests
-Extremely self-sufficient with good analytical, administrative, and problem-solving skills
-Good discretion and independent judgement in evaluating data and determining courses of action
-Ability to interpret, and implement management policies or operating practices
-Good self-discipline with an ability to complete tasks independently
-Ability to manage multiple tasks, issues, co-workers, and guests in stressful situations and take responsibility in a professional manner

Canoe Place Inn & Cottages offers a thoughtful package of benefits for eligible employees:

-Group insurance, including medical, dental and vision, in addition to company-paid life insurance
-Optional insurance plans include Short and Long-term disability, Accident and Critical Illness
-401K retirement program with employer match
-You work hard and deserve time to unwind and relax. That's why we offer paid time off including vacation days, personal days and holidays
-Hotel discounts throughout Main Street Hospitality's hotel portfolio
-Career development, child reimbursement and more!
Canoe Place Inn & Cottages is equal opportunity employer. EOE M/F/D/V

Keywords: Canoe Place Inn & Cottages, New Haven , Director of Guest Experience & Programming, Executive , Hampton Bays, Connecticut

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