Guest Experience Manager

Job Detail

Engage with guests at all touch points, ensuring satisfaction and creating opportunities fas well as proactively identifying and bring forth action any areas for service recovery. Ensure that all guest requests are efficiently delegated to Housekeeping, Front Office, Concierge, Food & Beverage and other relevant hotel departments, and that follow up is completed to ensure guest satisfaction. Ensure that all requests are taken care effectively to a level that meets and exceeds guest’s expectations. Facilitate and drive continuous excellence through regular management review of key goals and strategies for hotel, departmental functions and key processes. Facilitate timely corrective action planning and implementation to support the continuous improvement in the area of guest experience. Conduct Guest Experience Management overview induction for newly hired department heads and supervisors. Provide weekly and monthly updates on guest experience and satisfaction scores and identify areas of improvement. Be an expert of product and service standards, and ensure that the process of standards and audit as well as reporting tools are well communicated to the operational teams. Monitor and analyze guest feedbacks (complaints/congratulations/inquiry) from Social Media, Emails, Call Centre, etc. and facilitate action plans necessary for improvements. Effectively manage hotel’s online reputation and ensure that guest feedback is responded to and followed up accordingly. Review hotel operations and key touch points from a guest’s perspective on a regular basis, ensuring that the guest experience is at the heart of all implemented services and procedures. Develop and assist with training activities focused on guest experience and satisfaction. Liaise regularly with Key Department Heads to coordinate the welcome/farewell of guests to/from the hotel, including VIP, return and long stay guests. Coordination of VIP amenities (accordingly to VIP type). Liaise regularly with Engineering, Front Office and housekeeping to ensure that engineering requests are logged, tracked and completed quickly to focus on guest needs as a priority. Be alert to meet with all VIPs upon arrival and to escort them to reception when required. Carry out pre arrival telephone calls to VIP guests and to gather information to assist in delivery of excellent guest service. Carry out courtesy calls to VIP guests and to contact them personally after arrival and during stay to ensure that he/she is completely satisfied as we acknowledge and show appreciation for the guest’s loyalty. Coordinate guest history updates from the other departments, to note both successful experiences and recommendations. Work together with all departments to achieve a reputation as a market leader in individualized customer-focused service. Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure that products offered to guests are of the highest quality and reputation. Maintain control of Club guest and hotel accounts, ensuring that all charges are accurate and posted on a timely basis. Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality. Ensure that Club Millesime, pool and gym operations are smooth and efficient in all aspects, including cost and stock management, staffing levels and service standards, in coordination with the F&B Manager and Executive Chef. Adhere to Emergency Communication procedures and ensures that enquiries from the media are only responded to by the nominated spokesperson. Any other duties assigned by your manager.