Guest Experience Manager

Roles and responsibilities

Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
Assists in making sure that all Andaz Signature Guest Experiences have been implemented.
Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
Guest Satisfaction and Service Excellence

Monitor Guest Experience: Oversee all aspects of the guest experience, ensuring that every interaction, from check-in to check-out, meets or exceeds guest expectations.
Personalized Guest Experience: Anticipate and personalize the guest’s needs, ensuring a tailored experience for repeat guests or VIPs. This could include remembering guest preferences, special requests, or celebrating important occasions (e.g., birthdays, anniversaries).
Resolve Guest Complaints: Handle guest complaints and concerns in a professional and effective manner, ensuring prompt resolution. Act as a point of contact for escalated issues.
Proactive Engagement: Reach out to guests during their stay to ensure they are satisfied with services, facilities, and amenities. Address any issues before they become complaints.
Team Leadership and Staff Training

Train and Coach Staff: Train front-line employees (receptionists, concierge, waitstaff, housekeeping, etc.) on the importance of guest satisfaction and service standards.
Develop a Customer-Centric Culture: Lead by example and create a culture where all staff are focused on providing exceptional service and prioritizing the guest experience.
Performance Management: Monitor and evaluate the performance of guest-facing staff, providing feedback and coaching to ensure that they adhere to the service standards.
Inspire Team: Motivate and inspire the team to deliver high levels of customer service, creating a positive and welcoming atmosphere for guests.
Guest Feedback and Surveys

Collect and Analyze Feedback: Collect guest feedback through surveys, online reviews, or direct conversations to gauge satisfaction levels and identify areas for improvement.
Act on Feedback: Use feedback to make actionable recommendations for improving the guest experience. Address any recurring issues or concerns raised by guests.
Create Reports: Compile guest satisfaction reports for management, identifying trends and providing recommendations for improvements or initiatives.

Desired candidate profile

Ideally with a university degree or diploma in Hospitality or Tourism Management.
Previous experience in this role.
Previous experience in hotel front office management within the luxury segment is essential.
Excellent leadership, communication, interpersonal, and guest service skills are required.
Excellent Communication Skills: Strong verbal and written communication skills to interact effectively with guests, staff, and management.
Problem-Solving Abilities: Ability to handle guest complaints and concerns promptly and professionally, turning negative experiences into positive ones.
Leadership and People Management: Strong leadership skills to manage, motivate, and inspire a team while ensuring high standards of service.
Attention to Detail: A keen eye for detail to ensure that all aspects of the guest experience are consistently excellent.
Time Management: Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
Emotional Intelligence: Empathy and the ability to connect with guests, understanding their needs and concerns, and providing thoughtful solutions.