Guest Experience Manager (225-1009)

As a Guest Experience Manager, you are at the forefront of ensuring that every guest has a memorable and satisfying experience. You will oversee the guest services team and coordinate seamlessly with multiple departments to deliver exceptional guest experiences. Your role is crucial in handling guest feedback, resolving any service-related issues, and implementing strategies that enhance the level of service provided by the establishment. You will work closely with the management team to ensure that guest satisfaction is a top priority and that every guest leaves with a positive impression. Enthusiasm, excellent communication skills, and a deep understanding of customer service dynamics are essential for success in this role.

Responsibilities

• Lead and manage the guest service team to ensure high service standards.
• Develop and implement strategies to continuously improve guest satisfaction.
• Respond promptly and professionally to all guest complaints and inquiries.
• Coordinate with internal departments to ensure seamless guest service delivery.
• Monitor guest feedback on various platforms and adjust services accordingly.
• Train team members on guest service best practices and procedures.
• Analyze guest data to identify trends and areas for improvement.
• Develop relationships with guests to foster loyalty and promote return visits.
• Ensure compliance with hotel brand standards and quality guidelines.
• Report regularly to senior management on guest satisfaction levels and challenges.
• Manage staffing and scheduling to maintain efficient operations and service coverage.
• Oversee the execution of special guest requests and event services.

Requirements

• Bachelor’s degree in Hospitality Management or a related field preferred.
• Minimum of three years of experience in a guest service role.
• Strong leadership skills and ability to manage a diverse team.
• Exceptional interpersonal and communication skills, both verbal and written.
• Proven ability to handle difficult guest situations with calmness and tact.
• Strong organizational skills and attention to detail in all tasks.
• Ability to work flexible hours, including weekends and holidays as required.