Guest Experience Manager

2 months ago

الرياض, Saudi Arabia SOFITEL Full time

**Company Description** Sofitel Riyadh Hotel & Convention Center: A Symphony of French Elegance and Saudi Arabian Warmth**
The Sofitel Riyadh is dedicated to providing a five-star experience characterized by luxury, elegance, and impeccable service. The hotel's commitment to personalized attention ensures that each guest's stay is not just comfortable but memorable. Blending urban sophistication with refined opulence, the Sofitel Riyadh creates an atmosphere where every detail is thoughtfully curated to offer a unique and unforgettable experience.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

**Hospitality** **is** a **work** of **heart**,**
**Join** us and **become** a **Heartist**®.**

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.

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