Guest Experience Manager

Summary:

• Oversee the perfect execution of guests’ stays from pre-arrival to post-departure in terms of communication, guest preferences, arrival gifts and complaints management, coordinating resources with other departments;
• Handle all guests’ service issues, record them and follow up to resolve and to eliminate the source of them;
• Coordinate and take part in creation of VIP gifts together with F&B team; make sure all recognition programs are implemented and respected;
• Strive to continually improve guests and associates satisfaction ensuring quality and standards;
• Support all property operations, ensuring that the highest levels of hospitality and service are provided;
• Monitor and assess service and satisfaction trends, evaluate / address issues and make suggestions for improvements to the hotel management team.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department. 

Criteria: 

• International exposure in a 5* hotel or previous customer service experience;
• A gift for paying attention to the smallest details;
• Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations;
• Strong communication skills (verbal, listening, writing);
• A warm, people-oriented demeanor;
• Proficiency in English; knowing a second foreign language represents an advantage;
• Computer skills and ability to use standard software applications;
• Strong planning and organizing skills, able to drive results and high standard in operations;
• Strong problem-solving and effective decision making skills;
• Ability to acquire and maintain relationships e.g., employees, guests;
• Effective influence skills and good negotiation skills.