Guest Experience Supervisor

Job description

Company Description

From high-octane lobby socialising to events, celebrations, and business conclaves, every venue pulses to the electric Mondrian beat. With food and nightlife venues spread across eight different locations on the property, there is nothing like Mondrian Doha in the entire region.

Job Description

What do we expect from you?

Under the general guidance of the Front Office Manager (FOM), encourage guest loyalty by building an engaging, dynamic, experience for all hotel guests and by supporting a seamless, branded guest experience throughout the portfolio.

How your day looks like?

·  Spend 75% of day in lobby and public areas, interacting with guests
·  Be the “Mayor of the property”, guest advocate and host, and employee cheerleader
·  Actively engage w through email conversations and monthly calls, to share ideas and guest preferences
·  Own the on-property Global Card(GC) and loyalty tier programs: Know and manage all tier entitlements, including amenities and upgrades. Develop / maintain / support GC and loyalty tier training and communication for staff. Liaise and build relationships with GC and tiered guests, using GuestWare to track their preferences
·  Work with FOM to develop and manage a glitch log. Own and document all guest follow-up
·  Champion preference collection throughout the property. Use guest preferences to personalize as many welcome amenities and guest experiences as possible
·  Run GuestWare arrival report and/or 3-Day VIP report at least once a day and use it to communicate VIP/Repeat arrivals to GM and department heads at morning standup or shift change meetings
·  Complete 7/10 Day VIP report at least once a week. Share with department heads, the MHG GEM group, and corporate Public Relations
·  Maintain profiles in GuestWare and understand the integration between GuestWare and the Property Management System
·  If requested by General Manager or FOM, read and respond to all TripAdvisor reviews.
·  If requested by GM or FOM, manage Sterling Research Group review and response program
·  Adjust schedule to best accommodate guest needs