Guest Experience Manager

5 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia SOFITEL Full time

An extraordinary guest experience begins with you. As Guest Experience Manager, you will ensure a warm welcome feeling for our guests as soon as they arrive.

Your responsibilities and essential job functions include but are not limited to the following:

  • Provide a sense of welcome and departure to all guests, mainly for VIP guests, regular guests, long stay guests, service recovery guests, ALL members and members of other Accor marketing programs, high-spend customers and guests celebrating special occasions by maintaining a contact point to assist them during their stay
  • Coordinate pre arrival contact of all guests prior to arrival to arrange special requirements for upcoming stay
  • Be conversant with daily VIP/Loyalty movements and work with relevant departments to ensure smooth guest transition and recognition
  • Respond to identified high priority logbook entries, and report back to GM/RDM on outcomes and suggested course of action
  • Active involvement in VIP networking functions.
  • Update departments daily on VIP movements and special needs.
  • Promote quality standards, communicating policies and procedures to all process owners.
  • Perform root cause analysis for complaints (CEO Feedback, online reviews) and develop action plans to eliminate complaints.
  • Compile feedback reports to drive improvements and lead Brand Assurance Meetings.
  • Share guest feedback, recognize positive comments, and follow up daily.
  • Handle escalated complaints, support the Front Office, and respond to guest priorities.
  • Research competitors to keep up to date with current trends or unique initiatives.
  • Stay updated on competitor trends and take action on Trust You, LQA, and loyalty feedback.
  • Attend key Sales and Marketing events related to loyalty and brand focus.
Qualifications

Our Guest Experience Manager must have:

  • 2 years + working experience in a 5 star luxury hotel
  • Experience in multiple roles in Front Office, showing experience
  • PMS experience required - (Opera cloud preferred)
  • Ability to work well under pressure in a fast paced environment
  • Proficient knowledge of computer systems such as: Microsoft Word, Excel & Outlook is required
  • Excellent verbal and written communication skills.
  • You take ownership of important issues, solve problems, and make effective decisions.
  • Experience managing invoices.
  • Experience managing guest reviews in Trust you
  • Flexibility to work evenings, weekends, and public holidays as required.
Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Company Industry

  • Hotels
  • Hospitality

Department / Functional Area

  • Chefs
  • F&B
  • Front Desk

Keywords

  • Guest Experience Manager

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