Guest Experience Manager

KEY RESPONSIBILITIES

Job Summary –

Represent the management and act on behalf especially in guests and associates’ relations. Responsible for the smooth operation of the lobby area. Ensuring that highest level of efficiency and guest satisfaction are achieved whilst maximizing rooms and other related revenue.

Essential Duties and Responsibilities – (Key Activities)

Eagerly connect with everything and everyone, foster an environment where social responsibility, art, culture, food and technology are topics of great interests. Always, build and develop communities that promote diversity and connections. Furthermore, is engine for creativity and innovation coupled with counterbalance to complexity

1. Administrative Responsibilities

• Proactively build and develop communities where knowledge is shared and that promotes diversity and connections. Initiates and maintains effective communication between the Front Office department and all other departments.

• Building a connected community. Work together with the section manager to improve guest experience, quality and standard of services, the profitability of the hotel and the general working environment for the associates.

• Is engine for creativity & innovation, foster collaboration, inspiration and entrepreneurship.

• Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.

• Develop performance and quality standards for operations and drive the service quality of the department.

2. Operations

• To be available and on duty in peak periods.

• Assist the Front Office Manager to supervise and administrate Guest Relations operations with policies and procedures.

• Supervises, guides, disciplines and evaluates associate performance; feedback to the Front Office Manager regularly.

• Offer assistance to all sections in the front office and supervise the lobby activities when the traffic is busy.

• Maximise presence in the lobby and ensures that all associates of the front office deliver the promise and provide exceptional guest service and experience at all times.

• Acquaint with room categories, F&B outlets and all kind of facilities that provide in the hotel and resorts.

• Proactively prepare and review VIP, special attention guests, groups and delegations to anticipate and exceed guests expectation and actively act on ‘relationship hospitality’ based on Rosewood vision, including hand-written welcome cards.

• Attend daily briefing / debriefing and any monthly meeting on time.

• Handle guest’s complaint and special request tactfully, record down in internal log book and copy to the department concerned for necessary action taken.

• Maintain the cleanliness of public areas and guest behavior and take the corrective actions if necessary.

• Inspect rooms assigned to VIP, special attention and regular guests and make sure those rooms are in good condition with amenities prior to guests arrival.

• Meet & greets and checks-in VIPs, special attention guests and Long Stay guests.

• Review all folios for VIP, special attention and regular guests prior their departure as to avoid any irregular item was posted.

• Ensure the appropriate room assignment was given to the VIP, special attention and regular guests.

• Ensures that all associates of the front office are familiar with the hotel’s products and services and are aware of current promotions, policies and other important information.

• Implements guest recognition programmes and maintains a relevant guest history database. Ensures that guest history records are accurately maintained, and all repeat guests are pre-registered.

• Handles all guest and internal customers’ complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

• Maintains positive guest and colleague interactions with good working relationships.

• Action on ‘relationship hospitality’; personally and frequently verifies that guests are receiving the best possible service during check-in and checkout.

• To assist Reservation and Front Office Manager in controlling reservation correspondence, guest history and assignment of rooms/suite for the upcoming days.

• Ensures that the lobby is clean, tidy and well stocked with updated reading materials.

2. Guest Satisfaction

• Ensure the tracking system in place to capture the guest preferences.

• Ensure guest preferences are actively implemented and integrated in guest experience journey.

• Manages customer feedback effectively, uses guest issues and compliments to activate long term improvements in products and services.

• Open to new initiatives which can enhance the guest experience.

• Escort and connect with VIP, special attention and regular guests upon arrival.

• Design, prepare and deliver guest experience before, during and after stay.

• Responsible for achieve New World Hoiana Beach Resort targets on respective OTAs and develop effective strategies to reach this goal.

3. Finance

• Assist the Front Office Manager to manage a cost-effective budget with measurable targets for the department within the financial parameters set down by the hotel budget.

• Maximizes the room revenue and ensure the success of the room’s upselling program in front office.

• Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

• Focuses attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment.

• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information

• Ensures new technology and equipment are embraced, improving productivity whilst taking work out of the system.

• Ensure an efficient and effective use of the resources within the department

• Ensures that The Commons operates with the lowest possible cost structure while also delivering on the promise to the guest, proactively managing costs based

4. Operations

• Meet & greet VIPs. Special attention guests, regular guests at the Kiosk or in The Commons and assist The Guest Services Manager (Duty Manager) and The Commons Relation team’s operations.

• Handle guest complaint and monitor guest history program and data input.

• Review all front office log book and provide proper comments to FOM if necessary.

• Facilitate multiskilling within the department

• Take appropriate action to resolve guest dissatisfaction

5. Human Resources

• Oversees the punctuality and appearance of the front office associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

• Maximises the effectiveness of employees by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

• Assist Assistant Front Office Manager to plan and implement effective training programmes for employees in coordination with the Training Manager and Departmental Trainers.

• Encourage problems solving by associates through proper training and empowerment.

• Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

• Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.

Others

• Exercises responsible management and behaviour at all times and positively representing the hotel management team and New World Hotels.

• Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.

• Ensures high standards of personal presentation and grooming.

• Responds to changes in the front office function as dictated by the industry, company and hotel.

• Attends training sessions and meetings as and when required.

• Carries out any other reasonable duties and responsibilities as assigned.

Other standard responsibilities

• Complies with the company policies.

• Works within all pre-set budgetary limits.

• Takes on other tasks in addition of the ones stated, in a reasonable framework.

• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

• Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs

• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

• Models the company’s culture, vision, mission and core values at all times.

Others

• While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

• Insurance
• Training & Development
• Accommodation - Hoiana Staff Village
• Annual leave
• Heath checkup
• Uniform

Required Skills –

1. Social Skills

• Operational knowledge

• Mature, people person and good motivator; is a vibrant explorer and curious by nature.

• Excellent interpersonal and communication skills, eagerly connect with everything and everyone

• Strong problem-solving, seize opportunities to synergize; analytical and negotiation skills

2. Language Skills

• Good communication skill in English verbal, listening and writing

Qualifications –

• Hotel Management or Business Degree preferred

Experience –

• Minimum of 2-3 years managerial experience in hotel front office operations

• Track record in leading hotel with good standards.