Guest Experience Manager

Roles and responsibilities

1. Customer Service Excellence

• Description: The GEM must have a deep understanding of customer service principles and the ability to provide exceptional service to guests, resolving complaints and ensuring satisfaction.
• Why It’s Important: The role revolves around maintaining and exceeding guest expectations, creating loyal customers, and driving positive reviews and word-of-mouth marketing.

2. Communication Skills

• Description: Strong verbal and written communication skills are essential for interacting with guests, team members, and other departments.
• Why It’s Important: Effective communication ensures that the guest’s needs are understood and addressed, and that team members work together seamlessly to fulfill those needs.

3. Problem-Solving and Conflict Resolution

• Description: The GEM must be able to quickly identify and resolve issues or complaints from guests, turning potentially negative experiences into positive ones.
• Why It’s Important: Quick and effective problem-solving prevents guest dissatisfaction and helps maintain the hotel’s reputation for quality service.

4. Attention to Detail

• Description: A strong attention to detail is necessary to ensure that every aspect of the guest’s experience is flawless, from room cleanliness to the quality of food and services offered.
• Why It’s Important: Small details can make a big impact on the guest experience. By ensuring every element is perfect, the GEM helps create memorable stays for guests.

5. Empathy and Emotional Intelligence

• Description: The GEM needs to be able to understand and relate to guests' emotions, displaying empathy in difficult situations and anticipating guest needs before they are voiced.
• Why It’s Important: Emotional intelligence allows the GEM to connect with guests on a personal level, ensuring they feel valued and heard.

6. Leadership and Team Coordination

• Description: A GEM must be able to lead and motivate team members in departments that contribute to the guest experience, ensuring that staff deliver consistent, high-quality service.
• Why It’s Important: Strong leadership ensures that all departments work cohesively to deliver an outstanding guest experience and resolve any issues that arise during a guest's stay.

7. Knowledge of Hotel Operations

• Description: The GEM needs a broad understanding of hotel operations, including Front Desk, Housekeeping, Food and Beverage, and Maintenance, to facilitate smooth guest interactions across departments.
• Why It’s Important: A comprehensive understanding of operations allows the GEM to manage guest expectations, communicate effectively with other departments, and ensure that all services are aligned to meet guest needs.

8. Multitasking and Time Management

• Description: The GEM must handle multiple responsibilities simultaneously, from greeting VIP guests to overseeing service recovery processes or handling special requests.
• Why It’s Important: Time management and multitasking are critical for juggling different tasks while ensuring the guest experience remains seamless and high quality.

9. Technological Proficiency

• Description: Familiarity with hotel management software (e.g., Property Management Systems), customer relationship management (CRM) tools, and guest experience technologies is important.
• Why It’s Important: These tools help the GEM track guest preferences, manage reservations, and ensure that the service provided is tailored to the individual guest’s needs.

Desired candidate profile

1. Guest Satisfaction Monitoring

• Description: The GEM is responsible for monitoring guest satisfaction throughout the guest’s stay. This includes using feedback from surveys, online reviews, and direct guest interactions to ensure guests are content.
• Why It’s Important: Continuous feedback helps the GEM understand areas for improvement and enables quick action to resolve any issues that arise during a guest’s stay.

2. Guest Welcome and Personalization

• Description: Greeting VIP guests or high-profile clients personally and ensuring that all guest interactions are welcoming, professional, and personalized. The GEM anticipates guest needs based on preferences or special requests.
• Why It’s Important: Personalization is a key component of luxury service, and making guests feel welcome and valued enhances the overall experience, creating lasting memories.

3. Handling Guest Complaints and Concerns

• Description: Addressing any complaints or concerns swiftly and professionally, with a focus on finding solutions that leave the guest satisfied and willing to return.
• Why It’s Important: Effective complaint resolution is essential for preventing negative reviews and maintaining high levels of guest loyalty. How a complaint is handled can have a significant impact on a guest’s perception of the property.

4. Coordinating Between Departments

• Description: The GEM ensures that all departments (Front Desk, Housekeeping, Concierge, F&B, Maintenance) work together to meet the needs of the guest. This includes ensuring that special requests are fulfilled, rooms are prepared to the guest's preferences, and any issues are resolved quickly.
• Why It’s Important: Cross-departmental coordination ensures that the guest’s entire experience is smooth, from check-in to check-out. The GEM serves as a liaison to ensure all departments are aligned with the goal of guest satisfaction.

5. Developing Guest Experience Programs and Initiatives

• Description: Creating programs or initiatives that enhance the guest experience, such as welcome amenities, loyalty programs, guest feedback initiatives, or special events.
• Why It’s Important: Special programs make guests feel valued and help differentiate the hotel from competitors. These programs also contribute to guest loyalty and positive word-of-mouth.

Suitable candidate will be reporting directly to the Rooms Division Director. Should have a minimum of 2-3 years’ experience in a similar position in luxury resorts or five-star hotels, who will have a reputation of being a trusted and a collaborative partner of the business. Excellent spoken and written communication skills in English and/or another language. Middle East/GCC experience is an advantage.