Guest Experience Manager
5 days ago
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.
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.
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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