Guest Experience Manager

Company Description

A luxury hospitality brand for modern travelers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

Job Description

• 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
• Effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  
  

• Previous experience in Front Office or Guest Services
• Luxury hotel experience is must
• Good Communication skills
• Experience with Front Office Systems
• Must be fluent in written and spoken in English and Chinese
• 3-5 years in related experience or Minimum of 2 years experience in the same role.