POSITION PURPOSE
The Community Manager is the principle orchestrator and welcoming face of the Sheraton public space which offers features and services for guests that are uniquely Sheraton – ultimately fostering guest productivity, connectivity, and a sense of community. This role activates key Sheraton public space proof points and programming including the Community Table, Studios, Booths and the Coffee Bar & More which enable guest productivity and connectivity and foster a sense of community, delivering on the Sheraton experience. The Community Manager works to facilitate peak performance and achievement of guest work goals while staying with us by ensuring guests are connected with tech support, can procure work space, have food & beverage needs met, and any other ad-hoc requests through seamless coordination with other departments and functions. This role also facilitates connectivity between guests and the local community by forming and managing partnerships with local businesses and organizing lobby events that promote the learning and growth of our guests. The Community Manager drives profitability in the transformed Sheraton public space and is empowered to use their discretion to elevate and deliver personalized guest service with a community mindset – critically important as a core value of the Sheraton brand.
ESSENTIAL FUNCTIONS
·Activates key branded public space proof points that deliver on the Sheraton experience.
·Manages public space operations, particularly around on-strategy branded proof points, maintaining quality and standards on a daily basis.
·In support of the brand vision for public space and core value of Community, develops specific public space goals and plans to prioritize, organize, and accomplish work in support of those goals.
·Contributes to critical components of operations to drive guest satisfaction and the desired financial results.
·Enabling Guest Productivity
·Works to maximize guest productivity by providing meeting spaces, business services and an atmosphere conducive to guest success.
·Identifies and implements strategies and tactics for creating and maintaining an atmosphere conducive to customer productivity and success and implements strategies for the property or specific tactics on a guest by guest basis.
·Develops staffing plans and executes against them to provide public space coverage that enables customer productivity through space, technology, and business services by having a continual presence in the public space, including awareness of onsite VIP and in-house groups.
·Manages the Sheraton Studio spaces and monitors for proper set up at the start of meetings, attendee awareness of how the studios work and overall attendee satisfaction during bookings.
·Orchestrates public space services with key on property partners and departments to maintain a flexible and inclusive lobby that meets guests needs in a seamless manner. Anticipates guests’ needs to book Studios, leverage Booths, have printing needs met, order F&B and have needed meeting materials.
·Finds, builds and manages relationships with local professional service businesses, such as graphic designers and print shops, to serve as a local expert and facilitator for business service needs to guests.
·Maintains a database of service providers that other staff may access to meet guests needs.
·Facilitates maximum guest productivity by proactively ensuring guests are connected with meeting spaces, business services, food & beverage, Wi-Fi.
·Assists guests in maintaining routines while visiting the Sheraton public space by keeping them informed of local vendors that may assist them or working to alleviate any technology issues they may be experiencing.
·Engages in constant communication connecting all departments to deliver seamless guest servicein the public space.
·Proactively gathers data and seeks opportunities to improve hotel and local guest productivity needs in the public space.
BUILDING COMMUNITY
·Builds relationships with both guests and local organizations and business to create a sense of community within the hotel through networking and enriching events that foster personal and professional development of guests.
·Brokers and negotiates relationships with local organizations and businesses for on-property programming, events and other partnerships.
·Plans and hosts regular events that focus on professional and personal development. Partners with other departments for awareness and promotion of events.
·Partners across departments for compelling and flawless execution of community activations.Finds, builds and manages relationships with local organizations and vendors to enhance guests’ experiences.
·Serves as host to both locals and travelers in the lobby by getting to know them and when the opportunity presents itself, makes introductions between guests with common or complimentary interests, especially around the Community Table feature of the lobby.
·Maintains awareness of cultural differences needed to meet guest’s specific needs and requirements.
GUEST RELATIONS
·Creates a seamless, easy experience for guests, provides continuity to the guest experience journey by supporting all guest relations matters within the public space.
·Maintains awareness of daily operations and events at the hotel including daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements.
·Provides check-in and check-out services and handles reservations when needed.
·Provides warm welcome and anticipation of guest needs throughout their stay.
·Confirms repeat and VIP guests are receiving appropriate service and verifies their requests are carried out.
·Delivers an appropriate response and resolution of all Public Space guest issues received directly from guests or from Guest Relations.
·Maintains knowledge of rooms and their locations, services and facilities of the hotel.
·Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.
MANAGEMENT COMPETENCIES
Leadership
·Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
·Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
·Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
·Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
·Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
·Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
·Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships
·Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
·Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
·Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
·Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
·Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
·Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area.
·Communications and Media - Communications and Media-Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
·General Event Management-The ability to have a working knowledge, understanding of policies, procedures and standards of the event management department to include, event planning, event operations and event technology for different types of events.
·General Property Operations-Knowledge of the operating principles and practices of all brand/property-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
·Computer Skills-The ability to use computer systems and software packages to input, access, modify, store, or output information or to execute programs or analyses. This includes the ability to enter and retrieve data from computer systems using a keyboard or mouse. Basic trouble shooting skills, for computers, printers and other technologies. Ability to adapt to changing technologies.
·Problem Resolution-Ability to record, track and resolve guest problems via property software, handle emergencies, and effectively deal with customer issues and complaints.
·Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
·Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
·Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
·Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
·Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
·Writing - Communicates effectively in writing as appropriate for the needs of the audience.
EDUCATION
High school diploma or GED; 5 years’ experience in the guest services, front desk, sales and marketing, or related professional area.
OR
2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, Hospitality or related major; 3 years’ experience in the guest services, front desk, or related professional area.
Seniority Level: Managerial-Level
Job Functions: Software Development
Industries : Information Technology
