Guest Experience Manager

Job Description

Under the direction of the Director of Rooms, the Guest Experience Manager’s purpose is to direct all phases of the hotel’s guest service and front of house operations, providing a superior service and product to the hotel’s guests. The Guest Experience Manager commands every aspect of the guest journey, from the guest’s arrivals to after their departure, ensuring our hotel’s experience in unique and consistent, and exceeds our guest’s expectations. This role coordinates all departments’ efforts to provide the ultimate personalized guest experience while acting as an ‘Ambassador’ for the hotel.

Responsibilities:

• Build a Guest Experience team that extends into other Rooms departments, Food & Beverage.
• Responsible for setting goals for Guest Services and Front of House, both qualitative and quantitative. Monitor hotel performance through the brand’s hotel guest reviews. Devise and implement actions to ensure hotel’s performance to the goals set for overall guest experience.
• Activate different Guest Relations programs including and not limited to VIP amenity.
• Measure, analyze and report guest service satisfaction, online reputation, quality assurance and similar experiential performance metrics to leadership and various other committees, and other internal and external publications.
• Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required ensuring guest issues are resolved within 24 hours
• Lead Quality Assurance by ensuring all brand and service standards are met and the hotel successfully passes annual brand audits.
• Responsible for all aspects of the Guest Journey and the overall experience from Arrival to Departure and ensuring that all team members are knowledgeable about the property and its amenities that are available to guests.
• Lead Guest Experience Meetings to guide hotel on the analytics. Generate action plans, and achieve best-in-class results and KPIs
• Communicates and liaise closely with Reservations, Front Office, Concierge, In Room Dining, Housekeeping and various other departments to ensure follow up on any special problems, guest requests (to include amenities, room set ups, preregistration etc.)
• Serve as the point of contact regarding guest complaints and address them appropriately, taking ownership of the complaints and their resolution in a timely manner.
• Communicate with team members to ensure the highest level of personalized service
• Develop associates for career advancement using Performance Review Systems, Cross Training, and Development Planning.
• Ensure all Hotel Policies & Procedures are adhered to and ensure guest service associates are accountable for compliance of these Policies & Procedures.
• Actively participate in community/industry events, acting to facilitate a favorable reputation in the local community along with brand relations where applicable.
• Participate in Management of Duty programs Perform any additional duties as assigned by the Director of Rooms.
• Provide seamless arrival/departure experience for VIPs starting from profile check, pre-arrival emails, room inspection, curbside meet and greet, in-room check in, personalized itinerary and amenity programs, reviewing bill prior to departure, to meet upon departure, etc.
• Assist all departments in time of need especially the Front Office team including check in, check out, concierge requests, front drive operations etc
• Assist guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
• Ensuring coverage in the lobby meeting and greeting guests
• Coordinate correspondence with guests pre and post stay

Job Requirements:

Bachelor's Degree - In Hospitality Management, Business Administration, or Marketing preferred.

A minimum of three years’ experience as a Front Office or Guest Experience Manager in a guest facing role or other front of house management positions.

At least two (2) years of experience in a boutique/lifestyle hotel.

Ability to develop and present adult learning training materials and subject matters across multiple leadership levels and departments.

Strong managerial skills are essential, with outstanding demonstrated coaching and development skills. Experience in supervising, motivating and coaching high performing staff.

Knowledgeable about the local area and have a high degree of patience and work with discretion.

Ability to stand and walk for long periods of time and successfully traverse the Front Office Lobby, back offices, hotel floors and overall hotel.

Flexible schedule; able to work long hours, nights, weekends and holidays as required.