Guest Experience Manager
Posted on :
31-12-2023
Employer Active
1 Vacancy
The job posting is outdated and position may be filled
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Job Description
Req ID : 2426921
- Luxury service background essential, ideally with previous experience of handling villas and butlers
- Manage a Guest Experience Team consisting of Guest Experience Agents and Butlers (ca. 10 people)
- Energized personality that interacts with guests without effort
- Track all kinds of guest preferences from several channels and sources and maintain the database
- Practice hyper collaboration between all departments to ensure amazing stays of our guests
- Leading the loyalty programme on hotel level (Hotel Champion for Global Hotel Alliance Discovery), including conducting hotel training and driving KPIs
- Ensure all guest amenity standards are in place and followed up
- Maintain and update the hotel’s VIP list.
- Track and analyse guest feedback and propose actions to be taken for improvement.
- Work with various systems at the same time (Opera PMS, Outlook, MessageBox, Anantara App, Loyalty Systems, ReviewPro)
- Ensure guests are properly greeted upon their arrival, especially VIP guests
- Ensure guests are receiving personalized services
- Development and implementation of new initiatives to improve the guest experience
- Track amenities cost and prepare monthly report
- Prepare monthly reports on guest satisfaction scores and trends within the department
Employment Type
Full Time
Department / Functional Area
Key Skills
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