Guest Experience Manager

Job description

Customer Service

· Delivers the brand promise and provide exceptional guest service at all times.
· Provides excellent service to internal customers as appropriate.
· Be familiar with the hotel’s products and services and policies.
· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
· Maintains positive guest and colleague interactions with good working relationships.
· Personally and frequently verifies that guests are receiving the best possible service
· Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
· Financial
· Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Operational

· Ensures the strict control of room keys.
· Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
· Embraces all Touches of Hyatt and the Rooms Top 20.
· Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
· Ensures accurate knowledge of hotels and the tourism in New Delhi.
· Reports “Lost and Found” items.
· Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
· Supports and embraces the spirit of “We work through Teams”.
· Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
· Ensures an understanding on the sequence of duties related to Royal Family visits. Accords protocol with Royal Family visits.
· Be aware of all functions and promotions held in the hotel.
· Liaises with the Engineering Department on the maintenance and upkeep of Department and equipment’s.
· Maintains lobby presence
· Greets /Welcomes guests coming to the Hotel
· Ensures appropriate service recovery is done for guests with complaints on the day prior
· Creates awareness of guest history
· Ensures appropriate recognition for guests with multiple visits
· Preparing rooms for Long Stay and VIP Guests
· Prepares welcome cards and keys for arrival FIT guests
· Prepares guests invoice for settlement of charges
· Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly.
· Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner. Runs errand for guest as and when required
· Ensures speedy, accurate and efficient telephone and message service at all times.
· Ensures accurate information of special events and promotions inside and outside of the hotel.
· Handles parcel wrapping for guests
· Meets and greets all guests, assists with registration, and escorts guests to room
· Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
· Prepares welcome cards and keys for arrival FIT guests.
· Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
· Ensures the Regency Club Lounge is kept clean and tidy at all times.
· Assist guest with departure from the Hotel by preparing the guests invoice.

Personnel

· Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

Other Duties

· Ensures high standards of personal presentation and grooming.
· Exercises responsible behaviour at all times and positively representing the hotel and Hyatt International.
· Responds to changes in the Rooms function as dictated by the industry, company and hotel.
· Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
· Attends training sessions and meetings as and when required.
· Carries out any other reasonable duties and responsibilities as assigned.

Desired profile

Qualifications :

·  Minimum 2+ years of experience in similar position.
·  Ideally with a relevant degree or diploma in Hospitality or Tourism management.
·  Excellent problem solving and interpersonal skills.
·  Demonstrate a growth mindset
·  Coach, mentor & Empower T.E.A.M.