Guest Experience Manager - GCW

Responsibilities

This position will be managing the overall guests’ experience overlooking and with direct responsibility of Guest Experience and Concierge. He/She will have to ensure that the highest levels of hospitality and service are provided with respect at every conceivable touchpoint and from pre-arrival, arrival, stay-over, departure and post-departure experiences within the hotel. The experience provided by the team in his/her subordination will be the first and last impression of the Hotel.

• Serves as Guest Experience leader and handles the tracking of service issues.
• Responsible for recognition and engagement of our most valuable guests through delivery of the highest quality stay experience.
• He/she manages and coordinates all aspects of guests’ journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanism.
• Review Revinate performance and guest feedback daily, identifying trends and areas for improvement on a regular basis and share with relevant stakeholders (at a minimum once a week).
• Set Revinate goals and regularly compare and communicate variances.
• Investigate root causes of repetitive trending issues and recommend and support implementation of resolutions.
• Lead and develop a team of departmental Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
• Establish Guest Experiences work groups and committees and co-chair monthly Guest Experience leadership team meetings.
• Work with HR Training Manager in planning and preparing operational guest service training programs. Work with and support Front Office, Housekeeping, & F&B Departmental trainers in training programs.
• He/she directs, implements and evaluates quality of products and services provided to guests.
• Work with Loyalty Program Team to make certain that there is an effective communication and deliver My Millennium benefits program.
• Analyse, recommend and implement improvement initiatives and innovation.

Requirements

• Diploma in Hospitality/Hotel Management
• 3 years of operational experience in a luxury hotel preferred Advanced knowledge and use of Opera PMS
• Ability to inspire associates to perform their work scope with a high level of quality and integrity
• Ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happens
• Coordinate, communicate and get buy-in from the different stakeholders at various levels
• Ability to create and lead a guest-centric culture at the property
• Act as a role-model and inspire behavioral change
• Be able to lead and foster innovation, appreciate technology and utilize to simplify systems/processes