At USC Auxiliary Services, our mission is to create the best USC experience for our students, faculty, staff, visitors and community members, as we provide services across our six business units (Hospitality, Housing, Transportation, Bookstores, USC Hotel and the Los Angeles Memorial Coliseum). Auxiliary Services works diligently to welcome all visitors into the Trojan family and we are driven to succeed by our commitment to USC’s core values. Our team is comprised of some of the very best people in our industries, with diverse backgrounds and experiences, who come together to provide the best products and best service for all Trojans.
Guest Experience ManagerApply Auxiliary Services Auxiliary Services Los Angeles, California
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USC Auxiliary Services, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day. Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our six unifying values in Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.
The city of Los Angeles boasts endless attractions and tourist destinations. Amongst all of the sights and sounds, the USC Hotel offers a modern and convenient place to unwind, with 240 spacious, comfortable guest rooms and over 15,000 square feet of flexible event space. Owned and operated by the University of Southern California, and the site of a recent multi-million dollar renovation, the hotel features luxurious fabrics and artwork depicting the storied traditions of USC. Additional renovations, which include the restaurants and kitchens, are in the planning stage.
We are seeking a Guest Experience Manager to join our rapidly growing team.
As a Guest Experience Manager (GEM) at the USC Hotel, you will oversee the overall guest satisfaction program and service promises. This role will specialize in delivering a memorable and flawless high-class guest experience, meeting guests’ needs and requests, encouraging customer feedback, solving guest complaints, coordinating guests’ arrivals and departures, and promoting amenities. The GEM is also responsible for the VIP amenity program and all service and operational aspects of the Executive Lounge. The GEM will maintain a database of all hotel standard operating procedures and will work with department managers to ensure employees adhere to all policies and procedures.
Provides memorable and personalized high-class experiences to guests, students, faculty, staff, and other groups.
Manages the VIP program, including but not limited to the executive concierge services, personalized guest amenities, pre-arrival letters, and welcome letters.
Interacts with guests in the executive lounge during morning and evening receptions. Provides feedback and makes recommendations to improve the guest experience and the overall lounge operation.
Oversees the Guestware platform and employee training. Maintains all guest profiles to include relevant and up to date information. Documents guest preferences and opportunities to help tailor the guest experience. Provides regular performance reports and makes recommendations to senior management concerning issues and services entered into Guestware.
Manages the Vocera hotel communications platform, including employee training and proper communication etiquette. Establishes standard operating procedures and works with department managers to ensure standards are met across all areas.
Oversees the guest experience within hotel amenities such as the fitness center, pool, teaching garden, dog park, executive lounge, business center, and Seeds Marketplace.
Responds to guest reviews and manages TrustYou, TripAdvisor, Google, and other guest response platforms. Responds appropriately to guest complaints. Makes appropriate service recovery gestures according to established guidelines in order to ensure guest satisfaction.
Works with the Front Office Manager in the onboarding of new front office team members and focuses on customer service training and verbal and written communication etiquette.
Participates in the Manager On Duty program, Quality Performance Reviews, and the Emergency Response Team.
Directly supervises the bell desk/concierge team and ensures all daily tasks and assignments are completed.
Works with all front-of-house team members to help market and create reservations for all USC Hospitality restaurants and actively promotes other Auxiliary Services and University services and products.
Responsible for the continued development and rollout of Trojans Serving Trojans culture training and other customer service-focused training across all departments.
Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and the University.
Maintains an SOP database and works with department managers to ensure the information remains relevant and according to USC Hotel and University policy.
Education: Bachelor's degree, Combined experience/education as substitute for minimum education
Experience: At least three years or more of progressive experience in a hotel, including front office/guest services management experience.
Expertise: Managerial and purchasing experience in similar type of division.
What We Prefer:
Expertise: Three years in a four or five-star hotel.
This position requires you to work weekends, evenings and holidays.
Strong reading and writing abilities are utilized often when completing paperwork and management reports,
interpreting results, giving and receiving instructions, and training.
Communication skills are utilized a significant amount of time when interacting with others; demonstrated
ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and
The Trojan Family Rewards:
We pride ourselves in creating the BEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families. For more information please visit http://benefits.usc.edu.
This support advocates employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!
As an equal opportunity employer, USC values and promotes diversity, equity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.
USC has great minds that transform the world with their talents and research. Will you be one? Join us!
Minimum Education: Bachelor's degree, Combined experience/education as substitute for minimum education Minimum Experience: 3 years, Combined education/experience as substitute for minimum experience Minimum Field of Expertise: Managerial and purchasing experience in similar type of division.
REQ20104425 Posted Date: 10/26/2021 Apply