Guest Experience Manager

Key responsibilities include managing staff, collaborating with other departments, implementing service standards, handling guest complaints, and using data to drive continuous improvement and innovation in customer service.

• Act as a primary contact for guests, representing their needs and ensuring their experience aligns with the venue's brand promise.

• VVIPs, VIPs management by overseeing all aspects of a VVIP's stay, including ensuring their room is perfectly prepared and inspected, well-arranged amenities are in place, and any special requests are fulfilled. Review all folios of VIPs, meets and greets VIP upon their arrival, check-in and escort them to the room. Pay a special attention during their stay and bid farewell to them upon their departure.

• Train and mentor staff on customer service best practices, develop and enforce service policies, and lead the continuous improvement of service standards.

• Post-departure experience: focusing on maintaining the relationship through feedback, loyalty programs, and personalized communications to foster repeat bookings and positive online reviews

• Proactive guest handling by identifying the guest issues and resolve all issues, complaints, and feedback, transforming negative experiences into positive ones.

• Upselling the hotel services is an opportunity to enhance the guest stay by using data (email, in-app notifications or personalized conversations) from pre-arrival to due-out.

• Work with various operational departments, such as Housekeeping, Food & Beverage, and Engineering, to ensure consistent and smooth guest service.

• Build a connected community, share the Duty task of Duty Manager when they are absent. Routine patrol hotel premises, public areas, guest floor corridors.

• Monitor and improve the efficiency of daily operations, including quality assurance inspections and the implementation of new guest-focused initiatives.

• Gather and analyze guest feedback, operational data, and social media reviews to identify trends and drive strategies to enhance the hotel service.

• Maintain a strong presence in public areas, acting as a point of contact and a warm, professional ambassador for the venue.

• Have a complete understanding of the Front Office Policies and Procedures, Job Description, Hotel Employee Handbook, Hotel’s policy relating to fire, safety and health and to adhere to the regulations contained therein. Report any hazard to health or safety immediately to Front Office Manager or any other appropriate Department Head -

• Perform other related duties as assigned by the immediate superior which is not included in this job description