Guest Experience Manager

Guest Experience Manager

Destination Hotels
Not Specified
Not Specified

Job Description



Summary

Administration
  • Assist with the development, maintenance and update of detailed Department Operations Manual that reflects policies & procedures, work processes and standards of performance within the Division. Ensure annual review to accurately reflect any changes.
  • Oversees and assists in the preparation and updates of the Front Office Departmental Operations Manual.
  • Reads and updates the Communications Log Books.
  • Ensures the use new technology and equipment is explored and implemented wherever appropriate.
  • Ensures Front Office standards are in accordance with the Operations Manual.

Customer Service
  • Identity potential HySat guest to compare scores.
  • Keep track of anniversaries/special occasions of guests to send personalized wishes on behalf of hotel.
  • Invite Long Staying guests to attend entertainment lunch/dinner.
  • Personally and frequently verify that VIP/Long Stay guest's check-in/out are receiving the best possible service in line with Brand Standards.
  • Ensure that all VIP/ Long Stay guest rooms are checked prior to the arrival of the guest for 100% readiness. These include cleanliness, amenities state of repair.
  • Ensure that all VIP/Long Staying guests are met on arrival
  • Greet and assist at the check in of guests and escorting of VIP, Special Attention, and Long Stay guests, ensuring that needs are addressed and satisfied.
  • Ensure that luggage is swiftly sent to guest rooms.
  • Ensure a speedy telephone and message service at all times for guests.
  • Ensure all employees maintain an updated awareness of hotel product knowledge, current promotion, policy changes and appropriate internal communication.
  • Ensure the team responds to guests correspondences and enquiries appropriately, professionally and within an appropriate time frame.
  • Ensure that Guest profile records are maintained to agree standard at all times.
  • Maintain awareness of new market trends and activities of competitors to ensure that the operation remains preferable in the eye of customer.
  • Handle all guests inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
  • Ensure accurate knowledge and interest in all events in the hotel on daily basis, and handle all guests enquires about hotel information.
  • Offer courteous and professional service, escort guest to the hotel outlets or elevator personally.
  • Personally check guests satisfaction about the customer service during the whole stay. Ask guests if they like to recommend the hotel to others.
  • Handle guests problems or complaints on the first instance, by fully using the empowerment given to them. Ensure our resolutions exceed the guests expectations.
  • If the problem is out of the empowerment, the Guest Experience Manager reports it to the Front Office Manager/DOR/ M directly and in a timely manner.
  • Review the Guest Satisfaction Survey (Medallia) Report with HM, DOR, and FOM on daily basis. Take necessary follow up actions to improve the guest satisfaction.
  • Ensure that reservations are confirmed, accommodations are blocked, pre-arrival preparations are correctly carried out and that provided services are smooth and provide the correct recognition.
  • Professionally and efficiently handle guest feedback, customer complaints and coordinating service recovery.
  • Summarize all guests feedback and comments and use it to update Guest profile and notes.
  • The Guest Experience Manager will be responsible to oversee the Guest experience on a day to day basis. This will include but not limited to interaction with Guests both in person and via other means of communication, responding to Guest emails and assisting with Guest enquiries of any kind.

Job Details

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Destination Hotels is a privately held lodging management company headquartered in Englewood, Colorado. It is the United States' largest independent hospitality management company, representing 40 luxury and upscale hotels, resorts and golf clubs around the country.The collection includes a mix of mountain, beach and city properties across the United States.

Job Source : careers.hyatt.com

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