Guest Experience Manager

Job description

You will be responsible to provide an excellent and consistent level of service to your guests.

· Efficiently manage the department according to the established team goals providing a courteous, professional, efficient and flexible service at all times.
· Handle guest and internal consumer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved.
· Encourage employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
· To plan and ensure smooth daily operation of the Guest Experience.
· To optimize revenue by achieving high average room rate and high occupancy.
· Oversee the smooth running of the Guest Experience on a day-to-day basis to achieve our goals.
· Meet and greet all Guests, World of Hyatt Members, VIP and guests of the hotel.
· Ensure all issues relating to guest satisfaction are met and that follow up is completed on a timely basis.

Desired profile

Qualifications :

·  2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years’ experience in the guest services, front desk, or related professional area.
·  Responsible self-starter, capable of handling multi-faceted tasks and of working under pressure.
·  Excellent communication skills, a proactive problem solver. Attention to detail.
·  Personable and pleasant to deal with. Discreet, reliable and diplomatic. Honest and approachable.
·  Positive “can do” attitude and flexible approach – manages with humility. Motivated, passionate and seeks opportunities to be multi-skilled and trained.
·  Able to speak English and multi-language