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Job Title: Guest Experience Director
Location: Nicasio, CA United States
Position Type: Full Time
Post Date: 11/09/2017
Expire Date: 01/09/2018
Job Categories: Hospitality/Tourism
Job Description
Guest Experience Director
The Summit at Skywalker Ranch is looking for a strong operational leader to take the reins front of house from a planning and execution perspective within the operation. This person must amplify the talent to take care of guests with discretion and poise and have the capability to share their talent and skill set with on call staff while ensuring consistency and all standards are adhered too.

International experience in the UK or Europe an advantage, service will be based off a European Style with discreet service, anticipating the guests every need before they do. This leader must embody the brand, style and sophistication it brings and be a driver towards the new culture at Summit at Skywalker Ranch. A shared passion for travel, wine, luxury, food and International experiences a must. The culture at Summit Skywalker Ranch will be the predominant driver towards team, invited guests and the redefined guest experience, a new definition of hospitality. The Leaders past experiences will drive the talent and unique service experiences.

Key Areas of Focus:

Housekeeping
Public Areas
Front Office
Valet
Spa
Fitness Center:
Pool

Key Duties to include pre-opening & ongoing:

Housekeeping

Guest room set up, furniture install, textiles, all pre arrival duties
Deep cleaning
Mock up room upkeep and maintenance for all site inspections, internal and external.
Procurement of all guest room amenities – coffee machines & set up, water glasses, blotters, washroom amenities, pillows etc.
Assist Ana with procurement of textiles
Contract negations with laundry facilities, who, how and when we need it – perfect every time.
Procurement of housekeeping equipment (trolleys, laundry bins, chemicals, dusting supplies, vacuums)
Set up laundry closets throughout property
Position art work in all rooms
Contract negations with housekeeping colleagues, same staff each time.
Work with Director of Sales & Experience and accounting on interface with guest folios, master account and establish SOPs
Work with Director of Sales & Experience to establish customizes arrival experience, seasonal, personalized, like no hotel.
Confirm staffing guidelines bases on business level and operational needs
Public Areas:

Establish standards and limitations on existing art and gallery
Deep cleaning all spaces including F&B outlets, games room, gallery etc
Work with Skywalker Chef&B on outlet needs
Games Room

Assist with install of furniture
Develop maintenance schedule and cleaning SOP of custom gaming tables
Position art work
Front Office

Configure software for front office interface
Purchase & set up PC’s and ipad for remote assistance
Work with Chef&B on interface of POS system
Valet:

Arrival experience
Establish parking policy
Set up valet office
Procurement of operational equipment including secure car key storage, car tags, tag system
Establish on call or valet service company needed, contract as required
Establish floral program, find best contractor, including Katherine
Secure purveyors, negotiate and finalize
Financial review
Operational set up of all spaces
Service SOPs
Recruitment
Training
Develop & implements guidelines & control procedures for purchasing and receiving areas
Chemical procurement, handling & training
Deep cleaning, heavy duty schedule
Uniform design, purchase etc.
Spa & Fitness Center

Procurement of equipment
Establish maintenance standards and cleaning
Hours of operations
Software configuration
Staffing, contract or on call
Develop Spa services menu
Procurement of ingredients for spa treatments, include Skywalker olive oil?
Work with Skywalker Chef&B on F&B servicing and kitchen set up for spa & pool servicing
Establish spa/fitness/pool amenities, spa water, cool/hot towels, towel service?
All Guest Experience areas – Front of house and back of house

Establish floral program, find best contractor, including Katherine
Secure purveyors, negotiate and finalize
Financial review
Operational set up of all spaces
Service SOPs
Recruitment
Training
Develop & implements guidelines & control procedures for purchasing and receiving areas
Chemical procurement, handling & training
Work with Director of Sales & CS onsite inspections
Deep cleaning, heavy duty schedule
Uniform design, purchase etc.
Qualifications & Requirements
Education / Experience:

Minimum 5 years' previous supervisory/management experience in a guest services position.
BA Degree in Hospitality or equivalent preferred
Demonstrated ability and experience coaching staff and contractors to achieve an environment of cooperation, service, teamwork and trust.
Required Skills / Competencies:

Demonstrated positive, strong customer service interest, skills and experience.
Demonstrated ability to work well in a team environment.
Demonstrated experience leading a team
High level of flexibility, ability to perform multiple tasks in a fast-paced environment.
Willingness to work overtime, later shifts, and weekends.
This level of position requires professional tone, attitude and the utmost level of confidentiality.
Preferred Skills / Competencies:

Financial discipline and achieving cost-efficiency and working within established budgets required.
Impeccable integrity and ability to maintain confidentiality.
Extremely well organized with excellent time management and follow up skills.
Strong business acumen and excellent judgment regarding priorities.
Highly attentive to details.
Self-motivated individual with high initiative, resourcefulness and the ability to work well independently.
Willing to pitch in and assist employees as needed.
Excellent interpersonal, verbal and written communication skills.
Mature and polished professional with upbeat, client-service oriented demeanor.
Comfortable interfacing discreetly with senior level executives, political figures, and individuals with high net worth.
Technical Skills:

Experience with PMS systems and database, ResortSuite & IRIS preferred
Scheduling/Calendaring
MS Office Suite
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Contact Information
Company Description:
Skywalker Properties Ltd. does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
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