Hotel Guest Experience Manager

Job description

Key tasks

Hotel Quality & Guest Experience Manager

• The Hotel Quality & Guest Experience Manager’s position has key objectives for the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel. This is achieved by monitoring the daily guest experience scores and guest feedback received via a number of platforms and be able to effectively communicate this information to the hotel team. You need to animate and proactively manage all social media content. Effectively communicate this information to the hotel team through training the teams to optimise the overall guest experience culture within the hotel. Previous hotel/hospitality experience is preferred.

Main Duties & Responsibilities
• Responsible for responding to all reviews sent by guests and analysing the results and producing reports for the hotel team.
• Responsible for the Learning & Development of hotel teams in regards to Guest Experience.
• Managing all reviews and social media feedback from guests i.e. TripAdvisor Facebook, Instagram, Twitter etc.
Guest Experience

• Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas
• Makes recommendations to improve the Guest Experience and shares these with the management team
• Ensures that the Pullman Brand Standards are adhered to and conducts regular spot checks
• Responds to all guest feedback and comments, follows up where necessary and ensures that each priority is resolved efficiently and effectively.
• Enhances the hotel's customer service and Guest Experience by incorporating examples of best practices

Learning and Development

• Conducts weekly and monthly training sessions in Pullman London St Pancras
• Contributes to the content of new training programs in UK
• Schedules training sessions, organises information technology and other equipment
• Monitors training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessary

Social Media/Reputation Management

• Monitors social media platforms e.g. Twitter, Facebook, Instagram
• Engages with the audience following the Pullman social media strategy
• Maintains the accuracy and consistency of data produced from all social media platforms
• Posts relevant articles on social media platforms ensuring all content follows the guidelines outlined in the Pullman Social Media strategy
• Grow the number of audience/followers on social media platforms
• Manages Trip Advisor ranking and reviews in order to move ranking upwards