Job Description

Landmark Hospitality is looking for a Hotel Experience Manager to join our team!

Join us at Landmark Hospitality as The Hotel Experience Manager. This position is a key leadership role responsible for managing exceptional guest experience by overseeing all guest touchpoints and interacting with all departments related to check-in and check-out, room appearance, housekeeping, and the quality of public areas. This position requires a detail-oriented, guest-focused professional who can seamlessly manage operations, enhance service standards, and collaborate effectively with all departments to create memorable guest experiences.

The Hotel Experience Manager is the heartbeat of guest services, merging responsibilities into one dynamic role that will utilize our in-house technology and systems to manage hotel costs while providing the highest level of service. This position will work directly with Cloudbeds PMS, Flexkeeping, Tripleseat and Cvent to manage all aspects of room operations. If you're someone who thrives on creating memorable moments, ensuring every detail is perfect, and leading a team with passion, this is your chance to make an impact.

Our Approach:

At Landmark Hospitality, we seek individuals who embody thoughtfulness, creativity, and collaboration. While experience is valued, we prioritize character as the defining trait of a true memory-maker. We provide a nurturing environment that fosters mutual respect, personal growth, and innovative thinking, recognizing that our company's evolution is driven by the development of our team members. We are committed to offering avenues for continuous advancement and internal growth.

Our Mission Statement:

We are rooted in sincerity and strive to create bonds with our fellow Memorymakers, guests and the communities we serve through engaged service, personalized celebrations, and, a culture of food, music, art, design and experiences.

Requirements:

We are looking for candidates that have relevant hotel experience in Front desk Operations, guest services Housekeeping, or a similar position. The ability to excel in a fast-paced, high-volume environment and a genuine passion for hospitality are essential. Must be able to work directly with onsite management, Marketing and senior management to create a cohesive stay experience. Experience working with Housekeeping, Restaurant, corporate, social and wedding clients is a must. This individual will also interact with our hotel revenue management team as needed, experience in this area is a plus.

If you are ready to contribute your skills to a dynamic team and create memorable experiences, we invite you to apply and be a part of Landmark Hospitality's journey!

Guest Experience Leadership:

• Serve as the primary point of contact for guests, ensuring that every interaction is warm, welcoming, and exceeds expectations. Address guest inquiries, concerns, and special requests with a personalized touch.

Cross-Department Collaboration:

• Work closely with housekeeping, maintenance, and other departments to ensure a seamless and consistent guest experience.
• Ensures all rooms are 100% show ready and available to sell.
• Collaborate with these teams to resolve issues and improve service delivery.
• Optimize and create efficient schedules and manage daily workload of House Keeping Team
• Conduct Daily walkthroughs of rooms to ensure standards are met and exceeded

Revenue Management Collaboration:

• Work with Leadership Revenue Management and Marketing team to execute strategies to maximize RevPAR and occupancy rates.
• Implement strategies to optimize room availability and pricing, ensuring the hotel's financial performance aligns with its goals.

Housekeeping Protocols:

• Maintain efficient housekeeping protocols, utilizing existing technology ( Flex Keeping) to streamline operations.
• Work closely with the housekeeping team to ensure rooms and public areas are maintained to the highest standards.
• Monitor inventory pars of all minibar items and well as inspect in-room minibars to ensure brand standards

Effective Cost Management

• Optimize staffing levels based on occupancy rates and seasonality across departments
• Minimize overtime by carefully managing workload distribution
• Monitor linen inventory to prevent overuse and unnecessary replacement.
• Streamline room cleaning procedures to reduce the time required per room, allowing for more efficient turnover and increased room availability.
• Utilize Flexkeeping system for real-time communication between housekeeping and front desk to prioritize room cleaning based on guest check-in times.
• Regularly inspect rooms and facilities to identify and address minor issues before they become costly repairs.
• Track and control the usage of in-room amenities (e.g., toiletries, coffee, minibar items, and all soft goods) to reduce overstocking and waste.
• Come up with new and creative solutions to add value and reduce the costs of room operations

Event Room Block and Contracts:

• Work with on-site sales team and corporate sales team to create a seamless process for clients
• Participate in securing room blocks and stays for Corporate and Event-related business
• Generate contracts for clients as necessary

Unique Experiences and Marketing:

• T ake the lead with the Marketing and management team to develop and implement unique, stay packages, in-room promotions and guest experiences that enhance the overall.
• Engage with guests to promote and guide them through these experiences.

Guest Relations:

• Engage with guests throughout their stay, gather feedback, and implement changes to continuously improve the guest experience. Foster a welcoming atmosphere that encourages guest loyalty and repeat business. 
  

Benefits:

• 401(k)with Matching
• Health insurance
• Paid Time Off
• Employee Dining Discount
• Career Advancement Opportunities
• Employee Engagement Activities

Landmark Hospitality is proud to be an equal-opportunity employer.

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