Director of Guest Experience & Programming
Company: Canoe Place Inn & Cottages
Location: Hampton Bays
Posted on: May 13, 2022
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Job Description:
CANOE PLACE INN & COTTAGES:
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.
DIRECTOR OF GUEST EXPERIENCE AND PROGRAMMING:
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
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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:
-Cultural/Arts
-Restaurants
-Nightlife
-Outdoor
-SPA/Wellness
-Historical
-Education
-Farms
-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
PERSONAL CHARACTERISTICS
-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
BENEFITS:
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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