Guest Experience Manager

Job description

The Guest Experience Manager will be responsible to ensure that guests experience the light and warmth of hospitality in every interaction with our team members. They will achieve this by developing and enhancing quality experiences at every touch point to drive overall guest delight at the hotel. They will be responsible for the overall stay experience scores, online reputation and process enhancement through service audits and training needs analysis.

They will be actively involved in interacting with guests and constantly engage with team members to deliver exceptional service.

What will I be doing?

As the Guest Experience Director/ Manager, you will be responsible for performing the following tasks to the highest standards: 

·       Responsible to achieve Guest Experience KPI’s such as Stay Experience, HH member experience, QA audits and Review Site Index scores.

·       Build a culture of Guest delight at any guest touch point in the hotel.

·       Build a Core Team of Guest Experience Champions at the hotel and roll out Guest Related Brand initiatives as and when needed.

·       Assist to oversee daily operations in all Guest Experience team, drive departmental objectives for self and team, ensure effective communication and working in a team to reach department KPIs.

·       Create a “WOW” experience of guests, elevating on guest experience - inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations.

·       Support service recovery initiatives in conjunction with concerned departments

·       Conducts monthly audit to ensure compliance with company and brand standards.

·       Support L&D Manager in doing the Quality Meet and driving quality audits.

·       Lead the Guest Experience initiatives to ensure that appropriate training is conducted for team members and guidance provided to perform on their task.

·       Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. To deliver our customer promise – “Make it Right” – Before – during and after the stay.

·       Responds to and handles guest problems and complaints.

·       Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

·       Models service behaviors that meet or exceed guest expectations.

·       Attend departmental briefings regularly to share and advise the team of any updates related to guest experience.

·       Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and guest care to team members and guests.

·       Develop and maintain relationship with VIP guest and special attention guests, recognizing their preferences and ensuring attention are met and ensure information are shared across the hotel departments.

·       Undertake daily MOD responsibilities when scheduled.

·       Get familiar with hotel operating system especially OnQ PMS, Kipsu, HotSOS, FCS

·       Undertake tasks as required from by General Manager

Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

Guest Experience Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

·       At least 2-3 years of experience in a senior customer experience role in the services sector

·       Calm, efficient, and organized.

·       Strong interpersonal skills and attention to detail.

·       Excellent personal presentation and communication skills

·       Passion for delivering exceptional levels of Guest Service

·  Excellent leader and trainer

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

·  Experience in a managerial role within a Guest Relations department
·  A passion for delivering an exceptional level of Guest service
·  A degree or diploma in Hotel Management or equivalent
·  Quality Improvement/Training courses

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!