ABOUT US

At Waterford Hotel Group we pride ourselves on cultivating a workplace that feels like home and brings out the best in you, each and every day. We celebrate your successes. Your strengths will be appreciated. This is a place where each of us can truly be ourselves. We offer competitive compensation and benefits, a tight-knit and supportive work environment, plus numerous opportunities for professional development and advancement. Come for a JOB, stay for a CAREER.

The Ideal Candidate for this Position

We currently have an exciting opportunity for a Guest Experience Specialist and are actively looking to meet the best and brightest talent that the hospitality industry has to offer. We would welcome the opportunity to speak to you regarding this position as well as to answer any questions you might have regarding the company.

What you will be doing

We are seeking a Guest Experience Specialist to assist the Hotel and Sales Department by performing administrative functions. This will include focusing on meeting, sales, and front desk support along with World of Hyatt Recognition, guest feedback response, and embracing the role of Extended Stay Champion!

This role works a Tuesday-Saturday or Wednesday-Sunday schedule and is available to support the front desk team during high volume times. Specific job responsibilities include, but are not limited to:

• Guest Experience Enhancement – this is a creative role, working directly with executive leadership team to continuously improve the guest experience. We want to offer the best customer service in the greater Boston area. This position will be listen to the customer, highlight opportunities and explore unique avenue to elevate service. Work closely with Sales & Operations teams to ensure seamless execution of initiatives.
• Extended Stay Champion – responsible for ensuring all extended stay guests receive world class service and attention. Intake of leads and tour requests. Create and coordinate a program to recognize our extended stay guests with a welcome package, working with operations team to execute. Reach out to guests, in advance of stay, to get their needs and questions answered. Assign rooms and communicate with front desk team to ensure guest is taken care of upon arrival.
• Sales Admin – assisting the Director of Sales and Sales Manager with taking reservations, entering rooming lists, creating group resumes, and being an on-property point of contact for any groups in absence of Sale Leadership.
• Online & Social Media – responsible for reviewing all online guest surveys to ensure post stay experience is handled properly and improve our online presence. Regularly review and update social media sites to enhance community integration.
• World of Hyatt Collaboration – work directly with hotel’s World of Hyatt Champion to increase member enrollments and enhance member experience through creative initiatives.
• Meetings & Events – responsible for ‘booking and cooking’ meetings & events. Create detailed Banquet Event Orders (BEOs) and communicate all meetings & event needs to operations team for execution. Convert inbound inquiries into sales. Contract events. On property contact for event management.
• Operations Support – assist front office team during heavy demand periods and weekends, as needed.

Job Requirements

Ideal Experience and Personal Profile

• Experience equivalent to intermediate, or preferably advanced, user level in: Microsoft Office and familiarity with online guest experience systems
• Excellent written, verbal and presentation skills, with the ability to review written material for compliance with rules of correspondence and grammar.
• Skilled in the use of general office equipment (i.e. copiers, fax machines, etc.).
• Ability to excel in a diverse work environment and communicate with individuals having a wide variety of educational levels and socioeconomic backgrounds.
• Ability to organize work, plan multiple activities, establish priorities, and meet deadlines with the ability to maintain a positive, professional demeanor.
• Applicants with prior hotel and/or hotel sales experience preferred.
• Must be able to pass a background check.
  
  

Benefits

WATERFORD HEALTH AND WELLNESS  

Health Insurance is available on the first of the month after hire!

We value the health and wellness of you and your family.  Full time associates can enroll in medical, dental and vision coverage and part-time associates averaging 17.5 hours a week can enroll in dental and vision coverage.  Everyone’s needs are different and there is something for everyone with numerous supplemental insurances to choose from.

We know that life gets in the way, and YOU deserve to recharge.  

Full-time associates receive paid time off within the first 90 days of employment.  We also offer paid holidays for eligible associates.  If you stick with us for five years or more, enjoy paid days off for your Birthday and Employment Anniversary date!

EXCITING EXTRAS 

On Demand Pay - Why wait for pay day – get your pay when you need it 24/7.

Pet Insurance - We cover the whole family, and all associates are eligible for discounted pet insurance.

401k Plan - Nobody wants to work forever, start planning for your future now.

Hotel Discounts - It’s one of the biggest industry perks.

Shoes for Crews - All associates are eligible for a shoe subsidy through Shoes for Crews.

For more information about Waterford Hotel Group, please visit our website at www.waterfordhotelgroup.com.

EOE/M/F/D/V