Guest Experience Manager

Responsibilities

Conduct regular communications meetings and ensure that departmental briefings and meetings

are effective and conducted as necessary.

Ensure and provide upscale, professional and high class guest service experiences.

Work closely with F&B Team to drive food and beverage experience at the Lounge and

Restaurant, service standards and new concepts to deliver unique experience ahead of the

competition.

Prepare welcome cards with General Managers Signature for VIPs and ensure them receive

special attention.

Handle guest complaints and refer them as necessary, follows up on corrective action.

Respect and handle promptly to guests requirements and inquiries.

Oversee and coordinate all arrivals and departures of special guests .

Coordinate and manage communication between guests and employees as well as follow up to

ensure guest satisfy.

Promote all amenities, conveniences and programs offered.

Direct, coach and manage GEM team to ensure all standards and operating procedures are

running smooth.

Examine activities logbook, assign tasks appropriately and implement control schedule daily

Perform as Manager on Duty when assigned.

Seek out opportunities to create outstanding and unique guest experiences

Work with departmental managers to ensure processes are executed by employees who interact

with our guests.

Oversee and implement Hotel Guest Experience initiatives and ideas, looking for new and

innovative ways to provide heart touching service.

Maximize guest satisfaction by providing the hotel experience through performance that

demonstrates the standards of and exceeding guest expectations.

Maintain and displays in-depth local knowledge, promote sales and ensure that all employees

are provided with the necessary information to perform their job effectively.

Oversee VIP guests, arrivals and departures and welcome guests with personal service.

Liaise and build relationships with guests, using hotel loyalty management system to track their

preferences.

Maximise employee productivity through the use of multi-skilling, multi-tasking and flexible

scheduling to meet the financial goals of the business as well as the expectations of the guests.

Ensure that the Guest Experience employees work in a supportive and flexible manner with

other departments

Ensure that all guest details are recorded correctly in accordance with the hotel data record

procedure.

Qualifications

Have experience at the same positions