Guest Experience Manager

- Works closely with all departments to assess service standards and delivery on a regular basis
- Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guest.
- Has a perfect understanding and clear vision of the brand's guest promise, is exemplary in their manner and behaviour.
- Is the guest's voice within the hotel; centralizes, analyses and processes by the hotel
- Provides necessary explanations and training for the hotel's heads of department in establishing a continuous improvement process and in introducing any necessary changes in working flow
- In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible.
- Leads and develops a team of Guest Experience Champions within the hotel to conduct deep-dives / self-assessments and identify improvement opportunities and solutions.
- Champions the internal communication of Guest experience related matters to all connectors in the hotel
- Support GM/HM in driving a guest-centric culture in the Hotel and in creating awareness and understanding among connectors on the importance of the Guest Experience