Guest Experience Manager

1. To get from Front Office department VIP’s arrival list;

2. To check the rooms allocation according to VIP’s arrival list;

3. To inspect VIP’s assigned rooms;

4. To send the VIP’s summary of the day to all HODs;

5. To discuss with GM daily amenities and types of letters/cards;

6. To greet VIP’s and returning guests and guarantee the link between them and GM;

7. To get the following day arrival list to check VIP’s and repeating guests;

8. VIP’s classification and amenities assignment. Start preparing letters and cards for the following day;

9. To check The Level standards and set ups;

10. Final room allocation (in case of any changes applicable) in coordination with FO;

11. Incident/complaint management of the day (if applicable) personally or by e-mail/phone;

12. To check the Market Metrix results, share with HODs and take the appropriate action;

13. To conduct lobby inspection in order to guarantee aquatinter sense perception (sight, smell, sound, touch and taste) and everything in place and correct order;

14. To conduct random check of the Mystery Guest standards in the different departments (Phraseology, steps to follow, attitude towards guests, etc.);

15. To conduct different areas Hotel inspections (focused on the front of house) and bring up issues if applicable, support with pictures;

16. To check Review-pro results and communicate to HODs during weekly meeting;

17. To check Market Metrix monthly reports, prepare presentation for HOD’s stablishing action plans;

18. To monitor online guest complaints and take the necessary actions (Tripadvisor, Agoda, Bookings, Expedia, and other OTA’s and website);

19. To compile the relevant information and necessary reports to Area GEX Manager;

20. To follow up on the Area GEX Manager Action Plan;

21. To conduct Quality Committee meeting;

22. To focus on sustainability actions/CSR, environmental, social and cultural;

23. To perform other tasks assigned by General Manager.

24. To work closely with senior operators and brand leadership to drive customer centricity within the organization

25. To synthesize data to drive and share big picture actionable insights, including:

a. Brand health performance and trending

b. Initiative development, tracking and optimization

c. Isolate root causes of issues

d. Identify emerging macro trends

e. Incorporate competitive intelligence and other unstructured data sources