Guest Experience Manager

Scope of job: To assist the hotel in delivering a heart touching service during guests stay with us including Rooms and Food & Beverage products.

Main Duties:

• Conduct regular communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
• Ensure and provide upscale, professional and high class guest service experiences.
• Work closely with F&B Team to drive food and beverage experience at the Lounge and Restaurant, service standards and new concepts to deliver unique experience ahead of the competition.
• Prepare welcome cards with General Manager’s Signature for VIPs and ensure them receive special attention.
• Handle guest complaints and refer them as necessary, follows up on corrective action.
• Respect and handle promptly to guests’ requirements and inquiries.
• Oversee and coordinate all arrivals and departures of special guests.
• Coordinate and manage communication between guests and employees as well as follow up to ensure guest satisfy.
• Promote all amenities, conveniences and programs offered.
• Direct, coach and manage GEM team to ensure all standards and operating procedures are running smooth.
• Examine activities logbook, assign tasks appropriately and implement control schedule daily
• Seek out opportunities to create outstanding and unique guest experiences
• Work with departmental managers to ensure processes are executed by employees who interact with our guests.
• Oversee and implement Hotel Guest Experience initiatives and ideas, looking for new and innovative ways to provide heart touching service.
• Oversee VIP guests, arrivals and departures and welcome guests with personal service.
• Liaise and build relationships with guests, using hotel loyalty management system to track their preferences.