Guest Experience Manager

Job description

Scope and General Purpose of Job: To assist Director of Rooms / Front Office Manager in leading the Guest Experience Team focused on increasing guest satisfaction by creating memorable Signature Experiences in all service Touch Points within the hotel.

Customer Service

•To send pre-arrival personalized welcome email to selected guests.

•To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met by Rooms Manager / Assistant Front Office Manager / GEM Manager or Duty Manager.

•To personally and frequently verify that guests are receiving the best possible service during the stay, following the guest experience seven touch points, Arrival / Guest room / Social space / Events / Drinking & Dining / Activities & Services / Departure.

•Catch up and interact with VIP guests, Long stay guests, GEM target guests, and guest with specific circumstances to gain the feedback and ensure that the guests are having a pleasant stay.

•To ensure that guest history records are accurately maintained, all repeat guests are pre-registered and GEM notes are shared.

•To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

•Check the Restaurant reservations and greet VIP guests at appropriate timing in the restaurant.

Operational

•Understand and monitor Rooms division standards in general, working through the respective Department Heads to take corrective action where necessary.

•To conduct frequent and thorough inspections of guest rooms with the Housekeeping Manager.

•To assist in making sure that all 7 touches points, Arrival / Guest room / Social space / Events / Drink & Dine / Activities & services / Departure, are effective to guest satisfaction.

•To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.