Guest Experience Manager

• Take charge the entire front office operations in the absence of Front Office Manager and Asst. Front Office Manager.
• Supervises and leads the front office functions. Personally takes charge of the guest relations team.
• Develops high quality of positive relationships with all guests peers team members business partners and potential clients.
• Champion for hotel online and offline reputation.
• Take ownership of guest voice though TrustYou platform. Reply to guest feedback across all platforms and channels appropriately and in timely manner. Investigate guest comments when necessary.
• Ensure the integrity of online ratings such as TripAdvisor.
• Analyze guest feedback and identify areas of improvement. Communicate with concerned department heads and drive action plans.
• Utilize all guest feedback platforms to analyze trends eliminate issues and prevent problems.
• Review industry trends for new and innovative product and service opportunities.
• Lead the quality meeting.
• Champion for the hotel brand standards. Work with all department heads to ensure that all areas are compliant and yearly audits are passed successfully.
• Internally audit the hotel periodically.
• Champion for employee recognition program to drive further guest engagement.
• Champion for Sparkle program. Encourages other departments to participate in delivering elevated guest experiences.
• Conduct regular meetings with associate to check on their service sequences product knowledge and other relevant information.
• Obtain feedback from guest and employees then propose on strategies to improve the guest experience.
• Control monthly guest gratuities cost.
• Monitor the entire VIP experience.
• Responsible to oversee pre arrival and post departure queries.
• Ensure that Evalpack procedures are well implemented and respected. Ensures that invoicing and cash operations procedures are respected.                                                                                                                                                                                                                                              
• Ensures employees are representative of the brand. Grooming is in accordance to standard.
• Spot check on guest room randomly and make a report to ensure rooms are free of defect and fully functional.
• Maintain a constant visible physical presence in public areas especially during peak periods.
• Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.
• Monitor and check room allocation for VIPs elite members and repeaters.
• Welcome and bid farewell VIPs.
• Relieving Duty Manager shift when needed.
• Monitor the inventory of office supplies of business center and guest relations.
• Monitor and maintain consistent sequence of services.
• Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Able to assist front desk operations when required.
• Ensures the whole team is up to date with the sales priorities for the day room inventory business forecast.
• Ensures that the team is perfectly aware of all the offers available in the hotel and promotes them to the guests.
• Familiar with the hotels environment and competing hotel.
• Ensures that the loyalty program is promoted and endorsed positively to drive enrollment.
• Enforces hotel policies when required.
• Spot checks on team members product knowledge and document any areas of improvement.     
• To spot check the executive lounge periodically and engage with the guest during peak periods.  
• Drives upsell and cross sell initiatives.
• Ensure that loyalty program retro claim is followed up promptly and do not exceed 1%.
• Ensures that hotel premises and equipment are always well presented and that they remain in good condition.
• Maximize revenues and effectively control cost.
• Ensure the lobby area is always compliant to the brand standards.
• Adhere to all operating standard procedures hotel policies and brand standards.
• Supervises and manages employees. Manages all daytoday operations. Understands employee positions well enough to perform duties in employees absence.

Qualifications :

Our Guest Experience Manager must have:

• 2 years working experience in a 5 star luxury hotel
• Experience in multiple roles in Front Office showing experience 
• PMS experience required (Opera cloud preferred)
• Ability to work well under pressure in a fast paced environment
• Proficient knowledge of computer systems such as: Microsoft Word Excel & Outlook is required
• Excellent verbal and written communication skills.
• You take ownership of important issues solve problems and make effective decisions.
• Experience managing invoices. 
• Experience managing guest reviews in Trust you
• Flexibility to work evenings weekends and public holidays as required. 

Remote Work :

No

Employment Type :

Fulltime