- Preferably a female applicant to join as a Guest Experience Manager
- Manages the Guest Relations function and partners with GM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house.
- Supports operations of hotel, Luxury Villas and Glamping properties through guest relations, and analyses key metrics to help improving overall guest satisfaction.
- Assists the GM & Vice President - Operations in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey.
- Follows-up with guests who expressed a concern/issue to ensure complete satisfaction; composes response letters and tracks in the appropriate system(s).
- Performs daily hotel inspections to include a combination of common areas, amenities, outlets, and guest units. Documents the condition of these areas and shares with appropriate leadership.
- Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.
- Communicates trends in data to hotel leaders.
- Develops and maintains action plans for addressing trends in guest/customer relations issues and assists in monitoring the progress of various departments.
- Actively participates in hotel initiatives to reduce guest problems and drives improved problem resolution.
- Engages all departments in hotel operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Guests.
- Improves service by communicating with and assisting associates to understand guest needs, and by providing guidance, feedback, and individual coaching when needed.
- Acts as the Service Champion for the hotel and seeks out opportunities to enhance the guest experience in all areas of the hotel.
- Strives to improve service performance in all departments.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Responds to and handles guest problems and complaints.
- Observes service behaviours of employees and provides feedback to individuals and/or managers.
- Develops the hotel’s Pre-arrival call process consistent with the company’s expectations
- Manages the Pre-arrival process on an ongoing basis.
- Informs and/or updates executives, peers on relevant guest relations information in a timely.
Preferred candidate profile Minimum 2-year Hotel Management Diploma / Hotel Management Graduate from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration with year experience in the guest services, front desk, or related skilled area.