Guest Experience Manager

Job description

Job Description

Business Performance

·  Has regular and close contact with hotel guests. Organises meetings with guests to collect feedbacks and ideas.
·  Makes recommendations and propositions to the managers.
·  Ensures that the PGEP tools (modules on standards implementation, internal surveys, audits, and social media) are deployed, used and understood.
·  Maintains the accuracy and consistency of data and information within the PGEP tools.
·  Responds to guest comments and monitors correspondence with the guest.

Task and Reports

·  Checking VIP arrivals and departures for the day and meeting them in person
·  Maintaining and doing spot checks of guest preferences being met & driving ACDC
·  Meeting ALL VIP guests and ensuring they have a memorable stay
·  All guests who have made complaints to be met by self and the HOD/DOP (depending on the complaint) and ensuring issue is resolved and the guest leaves the hotel recovered and happy
·  Coordinating with Front office and Housekeeping to ensure birthday/anniversary amenities are placed and memorable experiences are created for the guest whilst they are in the hotel
·  Lobby presence during peak hours of guest movement to take guest feedback.
·  Prepare & Execute strategy for driving Trip Advisor ranking through channels prescribed
·  Ensure all guest feedback received on various channels are replied to within the stipulated time
·  Conducting Training for all guest facing Heartists on how to solicit guest feedback on various platforms ensuring no two departments are speaking with the same guest
·  All investigations to be completed in case of guest complaints and root cause to be analyzed and fixed
·  Drive ACDC program
·  Regular check & weekly catch up with all long staying guests
·  Share a guest met report on daily basis
·  Daily guest complaints and resolution meeting with Front Office, Housekeeping and F&B head along with the DOP
·  Daily guest feedback report to be shared with all HODs & EXCOM & findings compiled along with root cause & solution for non-recurrence
·  VOG Meeting to be held every week