Join to apply for the Guest Experience Manager role at the g Hotel & Spa
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!
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, and TripAdvisor.
o Offer compensations, such as complimentary stays or drinks, as needed, to recover guest satisfaction after service failures.
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.
6. Metrics & Success Factors:
o Drive improvements in guest satisfaction scores on TrustYou and TripAdvisor.
7. Training & Development:
o Support the training and development of front-facing staff.
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.
Relevant Knowledge
* Experience in a similar role, preferably within a luxury or high-end hospitality setting.
* Proficiency in Opera Cloud, Revinate, TrustYou, and other guest management platforms.
* Exceptional verbal and written communication skills.
* Strong problem-solving skills.
* Warm, approachable, and genuine interpersonal skills.
Key Performance Indicators (KPIs)
* Maintain or improve the hotel's ratings on platforms like TripAdvisor.
* Timely and professional responses to guest feedback.
* Effective coordination across all departments.
Skills
* Guest relations
* Reception
* Communications
* Management
Benefits
Competitive Salary
Seniority level
Entry level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Administrative and Support Services
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