Guest Experience Manager

OverviewThe Vendue is not traditional in its aesthetic, vibe or the way we serve our guests. This position reflects that same spirit. We aim to shake things up to bring our guest experience to the next level—with flair and a touch of showmanship. You will have everything you need to shine: great location, an epic rooftop bar, a 200+ piece curated art collection, Charleston's Choice Awards Best Boutique Hotel. Learn more at thevendue.com.Position SummaryGuest Experience Managers (aka GEMs) are the consummate hosts, advocates, and managers of the entire guest experience with a 360-degree approach. Beyond traditional guest service and front desk roles, GEMs break new ground in hospitality. They are dedicated professionals with a passion for customer excellence and a desire to make each guest feel welcomed and wanted in our home.Main Duties & ResponsibilitiesWelcome guests to The Vendue. Communicate with guests prior to arrival to ascertain their reason for staying and to prepare for any special requests both pre-arrival and during their stay. Ensure their room is ready prior to arrival. Upon arrival, welcome guests at their car and into our living room, offering refreshments while completing check-in tasks. Provide guests with an orientation of amenities and local offerings that will complement their visit.Coordinate with Valet/Bell Person to ensure luggage is delivered to room and car is parked.Maintain communication with guests throughout their stay in person and via our app to ensure needs are met (laundry, clean linens, ice, etc.). Take ownership of amenities requests and arrange personalized amenities on time.Be knowledgeable of all artwork and artists exhibited on property and our relationships with local galleries. Discuss and relay accurate information about artwork in main exhibition spaces, including Featured Artist Exhibits and Gallery 26 exhibits. Connect guests with the art department or local galleries as needed. Assist with the sale of art when appropriate.Make hotel reservations for guests when necessary and coordinate restaurant reservations as requested.Assist guests with check-out when requested.Record relevant information in the End Of Shift Google doc as it occurs. Keep guest areas and the guest services office clean and organized.Perform administrative tasks on a rotating basis with peers to ensure efficient operations and communication among Guest Services and other departments.Indirectly coordinate with and manage activity of other team members to ensure guest needs are met.Learn duties of the overnight audit shift.Note: This is not an inclusive list; team members may be asked to assist with other tasks to best serve the business. Other tasks may be assigned by the Guest Services Manager or other managers.Job RequirementsEducation & ExperienceA high school diploma or equivalent. An associate’s or bachelor’s degree in tourism, hospitality, or hotel management is a plus.2 years experience in a similar guest-facing role, preferably in hospitality.Experience with Opera management software is a plus.Familiar with the industry’s best practices.Skills & AbilitiesCommitment to guest satisfaction and service excellence. Welcoming and positive attitude to make guests feel at home and relaxed, actively seeking ways to help guests.Critical thinking and adaptability. Self-motivated with initiative to act with minimal supervision; use logic and reasoning to evaluate solutions.Team player mentality; ability to read and anticipate guests’ desires and collaborate effectively with others.Accuracy and speed in executing tasks; detail-oriented, able to work under pressure, calm, and organized. Manage time for oneself and others.Ability to read, speak, and understand English to give and follow directions and communicate with the team and guests (translator app available if needed).Ability to learn and perform all essential job functions accurately and safely.Ability to become TiPS certified within 30 days of employment. Course and certification paid by The Vendue.Working ConditionsEquipment To Be UsedComputer and iPad using Opera, Micros POS, Hello Shift, Gmail, and Google apps.Basic office equipment – copier/scanner/phone system.Systems to manage guest check-in/out, guest services, and restaurant reservations.Physical & Mental RequirementsMaintain regular and punctual on-site attendance with a flexible schedule, including days, evenings, weekends, and holidays as required.Must be able to stand, sit, and walk for long periods; climb stairs indoors and outdoors.Frequently use hands and arms; may climb, balance, stoop, kneel, and crouch; push/pull/lift up to 35 pounds.Professional appearance and demeanor; adapt to changing and sometimes stressful work environment.Work EnvironmentPrimarily indoor work with the ability to walk outside in varying weather. Work in public hotel areas, guest rooms, and restaurant outlets. Comfortable working in a shared space with frequent noise and without a private office.Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.What we have to offerLocation:Located at 19 Vendue Range, Charleston, SC 29401, in the heart of Charleston’s French Quarter and Art District.Steps away from Waterfront Park, Charleston City Market, Rainbow Row, and other historic attractions, shopping, and dining.Salary$45,000 annual salaryMonthly commission based on upsells and amenity salesAnnual bonus opportunities up to 20%BenefitsA culture that values curiosity, boldness, intentionality, and delight.Opportunities for internal growth and developmentPaid Time Off & Paid HolidaysEarned wage access through PayActivAffordable medical, dental, and vision insurance plansCompany-provided life insuranceShort & Long Term Disability and Accident and Critical Illness InsuranceTraditional 401(k) and Roth 401(k) with employer matching of up to 3.5%Referral program, Employee Assistance Program & Tuition Reimbursement ProgramDiscounts at all Avocet-owned hotels and restaurantsEOE/DFWP #J-18808-Ljbffr