Marriott
Additional Information Job Number 25136630 Job Category Rooms & Guest Services Operations Location The Lodge at Sonoma Resort Autograph Collection, 1325 Broadway at Leveroni and Napa Roads, Sonoma, California, United States, 95476 VIEW ON MAP Schedule Full Time Located Remotely? N Position Type Management Additional Information: This hotel is owned and operated by an independent franchisee, Sage Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotelu2019s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc. POSITION FOCUS Oversees and manages the guest experience for arriving, departing and in-house guests and VIPu2019s as determined by the hotel by ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Manages and elevates the guest experience through activations and hotel presence within the Front Office and Club Lounge. Oversees and manages all aspects of the guest loyalty and VIP program to provide exceptional and personalized experiences for our most loyal guests. Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success. ESSENTIAL RESPONSIBILITIES u2022 Orchestrates, details, welcomes, develops and coordinates the delivery of VIP amenities. u2022 Orchestrate the Front Office, Housekeeping, Concierge, and Restaurant outlets to provide a seamless experience for our guests throughout their stay. u2022 Work closely with the Executive Office to identify areas of improvement in the Guest Experience. u2022 Champions and improves ranking of our TripAdvisor program. u2022 Champions our growing Luxury Travel segment by developing relationships with guests & Travel Agencies. u2022 Helps mitigate late C/O, early C/I issue and ensure guest satisfaction even when pending. u2022 Fulfill the increasing demand for management presence on weekend to specifically cater to our premium guest. u2022 Execute last minute High-end Retail clientele, arrivals and departures that meet and exceed expectations. u2022 Champions the Guest Recovery program and helps develop solutions to reoccurring issues. u2022 Has presence in our Club Lounge level to assist in guest satisfaction. u2022 Owns and protects the Presidential and Vice-Presidential suites in order to curate and personalize each stay and evaluate all guests who occupy them. u2022 Own each Cobalt Member guest and be their personal concierge throughout their stay. u2022 Oversee all aspects of the guest loyalty program to include communicating prior to arrival, personalizing service before/during/after the stay, updating guest profile database, deciding and executing against all profile and special requests. u2022 Determine and order all supplies and maintain inventory control minimizing unnecessary expenses. u2022 Provide elevated customer service through pre-arrival engagement with guests of the loyalty programs as well as VIPs (research their preferences and successfully execute against all requests). u2022 Contact in-house VIPs and high value guests of the loyalty program to gain insight about their stay. u2022 Follow-up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to ensure a quality guest experience. u2022 Serve as a historical docent of the Hotel to magnify the significance of the Hotelu2019s branding initiatives. u2022 Ensure proper communication to hotel on all hotel activities in a way that insures that guest needs are being met in a timely fashion. u2022 Skill and proficiency of all required computer systems (POS, PMS, MARSHA, EMPOWER, etc.) u2022 Control cash and credit card transactions and maintain complete responsibility for personal bank as specified by hotel bank agreement policy. u2022 Provide assistance, training, and communication to other employees and departments to contribute to the best overall performance of the department and hotel. u2022 Ensure optimum guest satisfaction. u2022 Maintain a friendly, cheerful and courteous demeanor at all times. u2022 Provide a warm welcome to all arriving and in-house guests; demonstrate the spirit of hospitality during each guest interaction. u2022 Courteously answer all guest inquiries and follow through on all requests. u2022 Maintain excellent guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone. OTHER RESPONSIBILITIES u2022 All other duties as assigned, requested or deemed necessary by management. BEHAVIORAL FOCUS At Sage, we pride ourselves on the behaviors that build our culture and help associates perform in their positions. We value integrity, performance, team spirit, growth, delivering extraordinary guest experiences, and engaging in our communities. We have also outlined specific competencies that contribute to success at Sage. Please review our competency models to understand the behaviors expected of different levels in the organization (you may find these models in our learning management system). POSITION QUALIFICATIONS Education/Formal Training High School diploma or equivalent Experience Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work. Knowledge/Skills u2022 Must have total understanding of all hotel front office procedures. u2022 Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job. u2022 Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems. u2022 Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. u2022 Must be fluent in oral and written English. u2022 Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. u2022 Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks. u2022 Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc. Physical Demands The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. u2022 Ability to read written forms of communication and monochrome computer screen. u2022 Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing. u2022 Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing. u2022 90% of shift is standing, Bending/kneeling u2013 repeated bending and kneeling required u2022 Mobility u2013 must be able to reach all areas of hotel to assist clients. u2022 Carrying and lifting of bar equipment, files and office items up to 25 lbs. Environment Work inside 95%Material/Equipment used. Prolonged standing at indoor, thermostatically climate-controlled workstation. SUPERVISORY DUTIES One to thirty employees. This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned. Pay range: $70,000u2013$75,000 annually. Medical, Dental, and Vision insurance Eligible to participate in the Companyu2019s 401(k) program with employer matching Employee Assistance Program Great discounts on Hotels, Restaurants, and much more. Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral. Unlimited PTO The salary range for this position is $70,000 to $75,000 annually. _This company is an equal opportunity employer._ frnch1 The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer todayu2019s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative u2013 in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,u200b begin your purpose, belong to an amazing globalu200b team, and become the best version of you.