Be Yourself – Be a Bold Team Player – Be Leonardo
As a Guest Experience Manager, you’ll be a face of the hotel, so we want you to bring your warm and friendly personality to work with you every day. Take a deep breath because you’ll be stepping into a busy role! Working as part of a vibrant team, you’ll be an ambassador for the hotel as the first person our guests will meet. Whilst organising all aspects of the check-in and check-out processes, you’ll be offering guests the real 5-star treatment at our hotel!
Job Title: Guest Experience Manager
Reports to: Front Office Manager
Department: Front Office
Working Hours: 4 Days On / 4 Days Off, 8 AM to 8 PM
Position Overview
As the Guest Experience Manager at The g Hotel & Spa, your primary responsibility is to ensure that each guest enjoys a memorable and personalized experience throughout their stay. This role is guest-facing and highly visible within the hotel, ensuring a seamless journey from pre-arrival to post-departure. You will act as a liaison between guests and all hotel departments, ensuring that special requests, preferences, and any issues are handled with efficiency and care. You will also manage post-stay feedback and play a vital role in maintaining high guest satisfaction scores.
Key Responsibilities
1. Guest Interaction & Service:
o Welcome guests in the lobby, assist with check-in and check-out, and be present during key guest interaction times (e.g., breakfast, lunch).
o Handle all guest requests, from simple inquiries to complex special arrangements (e.g., proposals, personalized amenities, celebrations).
o Anticipate guest needs through proactive service, utilizing a guest preference form you will create and manage.
2. Cross-Department Coordination:
o Coordinate with Housekeeping, Maintenance, Food & Beverage, Spa, and other departments to ensure that guest requests are fulfilled to the highest standard.
o Quickly address and resolve any guest issues, such as maintenance concerns, room changes, or special dietary requirements.
o Serve as the central point of communication for all guest-related matters.
3. Post-Stay Feedback & Reputation Management:
o Respond to post-stay feedback through platforms such as Revinate, TrustYou, Booking.com, and TripAdvisor.
o Offer compensations, such as complimentary stays or drinks, as needed, to recover guest satisfaction after service failures.
o Work closely with the Front Office Manager to ensure that feedback is reviewed and incorporated into continuous improvement plans.
4. Guest Relations Tools & Technology:
o Utilize company reservations and guest management systems to keep track of guest profiles, preferences, and feedback.
o Monitor and maintain the hotel’s online reputation by managing reviews and ensuring a prompt and professional response to guest concerns.
5. Meetings & Reporting:
o Lead the morning meetings, providing the team with daily guest arrival reports, special requests, and VIP guest information.
o Ensure that all hotel departments are aligned with guest expectations and special requirements.
6. Metrics & Success Factors:
o Drive improvements in guest satisfaction scores on Booking.com, TrustYou, and TripAdvisor.
o Track and analyze feedback to identify areas for improvement.
7. Training & Development:
o Support the training and development of front-facing staff to ensure they understand the importance of guest experience.
o Lead by example in delivering exceptional service, mentoring team members in guest engagement and problem resolution.
8. Other Duties:
o Carry out ‘Fire Walk’ patrols of the hotel, as per SOP, during duty hours.
o Carry out Accident/Incident reporting, as per SOP, during duty hours whenever required.
o As a trained First Aid Responder, provide first aid assistance during duty hours whenever required.
o Complete any other reasonable operational task/request made by a member of the senior management team.
Relevant Knowledge
* Experience in a similar role, preferably within a luxury or high-end hospitality setting.
* Technology Skills: Proficiency in Opera Cloud, Revinate, TrustYou, Booking.com, and other guest management platforms.
* Communication: Exceptional verbal and written communication skills.
* Problem-Solving: Strong problem-solving skills.
* Interpersonal Skills: Warm, approachable, and genuine.
Key Performance Indicators (KPIs)
* Guest Satisfaction Scores: Maintain or improve the hotel’s ratings.
* Post-Stay Feedback: Timely and professional responses to guest feedback.
* Internal Communication: Effective coordination across all departments.
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