Guest Experience Manager Saudi Nationality
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1 Vacancy
Job Description
An extraordinary guest experience begins with you. As Guest Experience Manager you will ensure a warm welcome feeling for our guests as soon as they arrive.
Your responsibilities and essential job functions include but are not limited to the following:
- Provide a sense of welcome and departure to all guests mainly for VIP guests regular guests long stay guests service recovery guests ALL members and members of other Accor marketing programs highspend customers and guests celebrating special occasions by maintaining a contact point to assist them during their stay
- Coordinate pre arrival contact of all guests prior to arrival to arrange special requirements for upcoming stay
- Be conversant with daily VIP/Loyalty movements and work with relevant departments to ensure smooth guest transition and recognition
- Respond to identified high priority logbook entries and report back to GM/RDM on outcomes and suggested course of action
- Active involvement in VIP networking functions.
- Update departments daily on VIP movements and special needs.
- Promote quality standards communicating policies and procedures to all process owners.
- Perform root cause analysis for complaints (CEO Feedback online reviews) and develop action plans to eliminate complaints.
- Compile feedback reports to drive improvements and lead Brand Assurance Meetings.
- Share guest feedback recognize positive comments and follow up daily.
- Handle escalated complaints support the Front Office and respond to guest priorities.
- Research competitors to keep up to date with current trends or unique initiatives.
- Stay updated on competitor trends and take action on Trust You LQA and loyalty feedback.
- Attend key Sales and Marketing events related to loyalty and brand focus.
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.
Additional Information :
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract recruit and promote diverse talent.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
