Guest Experience Manager

Roles and responsibilities

A Guest Experience Manager (GEM) plays a pivotal role in ensuring that guests have a memorable and exceptional experience at a hotel, restaurant, resort, or any service-oriented business. They are responsible for overseeing the overall guest journey from the moment they arrive until they depart, ensuring all their needs are met and that service is consistently high-quality. Here are the key skills and responsibilities required for the role of a Guest Experience Manager:

Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, friendly and engaging service.
• Lead and manage all aspects of the Guest Relations department and ensure all. service standards are followed.
• Handle guest concerns and react quickly, logging and notifying proper areas.
• Conduct regularly scheduled departmental meeting.
• Manage the departmental budget.
• Balance operational, administrative and Colleague needs.
• Assist guests regarding hotel facilities in an informative and helpful way.
• Follow department policies, procedures and service standards.
• Follow all safety policies.
• Other duties as assigned.
  

Qualifications

• Previous leadership experience in a similar role required
• Previous PMS experience required
• Computer literate in Microsoft Window applications required
• University/College degree in a related discipline an asset
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Desired candidate profile

1. Customer Service Excellence

• Guest Interaction: Ability to build rapport with guests, address their concerns, and ensure they feel valued.
• Personalized Service: Recognizing guest preferences, needs, and special requests, and providing tailored experiences.
• Problem-Solving: Handling guest complaints and issues swiftly and professionally to turn negative experiences into positive ones.
• Conflict Resolution: Mediating between guests and staff when necessary to resolve disputes or misunderstandings, always ensuring a pleasant outcome for the guest.

2. Communication Skills

• Verbal Communication: Clear, confident, and friendly communication with guests, staff, and management.
• Written Communication: Crafting professional emails, reports, or guest correspondence in a concise, courteous manner.
• Active Listening: Understanding guest needs and concerns fully to respond appropriately.

3. Leadership and Team Management

• Team Coordination: Leading and motivating a team to ensure that all departments (front desk, housekeeping, food & beverage, etc.) are aligned in delivering a high standard of service.
• Training and Development: Coaching staff on how to handle guests professionally, upsell services, and manage guest interactions.
• Team Support: Assisting staff with any challenging guest situations and providing guidance for complex requests.

4. Attention to Detail

• Anticipating Needs: Paying close attention to detail to anticipate guest needs before they arise and providing proactive service.
• Quality Control: Ensuring that the facility, amenities, and services consistently meet the highest standards of cleanliness, comfort, and quality.
• Personalized Touches: Offering little extras like welcome gifts, room upgrades, or tailored recommendations to enhance the guest experience.