Guest Experience Manager

Job Description

• Leads and supports all Guest Experience initiatives at the property.
• Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.
• Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
• Works with and supports Department Heads to prepare for LQA or BARE Brand Assurance audits as applicable to the hotel.
• Conducts regular property self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools.
• Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise
• Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.
• Conducts a weekly VOG meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan (MAP) efforts.
• Leads and develops a team of Guest Experience Ambassadors within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
• Reviews MAPs proposed by each department post-LQA or BARE Mystery Visit and supports and follows up implementation by Department Heads.
• Monitors results of other quality management programs such as ResaVision and follows up action plans from the relevant Department Heads whenever necessary.
• Champions the internal communication of guest experience related matters and updates to all Ambassadors in the hotel
• Maintains direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.
• Works closely with Department Heads to assess service standards and delivery on a regular basis.
• Ensures that the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of the negative reviews/feedback, but none of the positive reviews/feedback except for those on GSS and TripAdvisor).
• Reviews and communicates best practices implemented in other hotels within the brand, follow-up on implementation at the property when relevant.
• Responsible for implementation and application of Local Measure along with E-commerce or Marketing team

Qualifications

• Bachelor’s Degree in Hospitality or related areas
• Strong user knowledge of Microsoft Outlook and Microsoft Office tools
• Relevant work experience with internationally reputed hotel chains is preferred
• Strong background in hotel operations or service industry (in a client facing role); (2-5 years)

Additional Information

Experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus