GUEST EXPERIENCES MANAGER

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Job Description

The main responsibility of the Guest Experience Manager is to ensure each guests’ experience expectation is understood, well communicated and orchestrated in order to ensure the experience is met and exceeded where at all possible. This must be managed, communicated and followed up throughout the entire customer journey. The guest needs to know the staff are there to keep them at the center of everything that is going on. From the moment they arrive and are greeted to the time they order cocktails from the mixologist at the bar, guests are to be aware of the spirit of the Pavilions and the way in which its 'story' is told.

 

Responsibilities

  • Provide upscale guest service experiences for clients throughout their stay
  • Ensure clients are properly greeted upon their arrival
  • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
  • Coordinate luggage collection and storage
  • Oversee check-in and check-out procedures, including reservations and financial transactions
  • Promptly address guests’ requests, like in-room dining
  • Actively listen to and resolve complaints
  • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
  • Inform clients of our hotel services, including breakfast and dining options
  • Promote all hotel amenities, conveniences and programs offered
  • Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
  • Appraise team’s performance and produce regular reports
  • Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
  • Examine daily duties, assign tasks and check on progress
  • Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
  • Recommend local tourist spots, including places to dine, shop and sight-see
  • Establish friendly relationships with regular hotel clients

Requirements

  • Proven work experience as a Guest Relations Manager, or similar role
  • Understanding of all hotel management best practices and relevant laws
  • Hands-on experience with Hotel Management software (PMS)
  • Proficiency in English; knowledge of other languages is a plus
  • Customer service drive with outstanding communication and active listening skills
  • Excellent problem-solving and multitasking skills
  • Leadership skills along with the ability to motivate a team into high performance
  • Ability to work flexible hours
  • Strong sense of responsibility and a professional presentation
  • Degree in Hospitality Management, Tourism, Business Administration or relevant field
     

APPLICATION
Applicants are requested to submit their CVs and covering letters to [email protected]

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