-Engage with guests at all touch points, ensuring satisfaction and creating opportunities fas well as proactively identifying and bring forth action any areas for service recovery.
-Ensure that all guest requests are efficiently delegated to Housekeeping, Front Office, Concierge, Food & Beverage and other relevant hotel departments, and that follow up is completed to ensure guest satisfaction.
-Ensure that all requests are taken care effectively to a level that meets and exceeds guest’s expectations.
-Facilitate and drive continuous excellence through regular management review of key goals and strategies for hotel, departmental functions and key processes.
-Facilitate timely corrective action planning and implementation to support the continuous improvement in the area of guest experience.
-Conduct Guest Experience Management overview induction for newly hired department heads and supervisors.
-Provide weekly and monthly updates on guest experience and satisfaction scores and identify areas of improvement.
-Be an expert of product and service standards, and ensure that the process of standards and audit as well as reporting tools are well communicated to the operational teams.
-Monitor and analyze guest feedbacks (complaints/congratulations/inquiry) from Social Media, Emails, Call Centre, etc. and facilitate action plans necessary for improvements.
-Effectively manage hotel’s online reputation and ensure that guest feedback is responded to and followed up accordingly.
-Review hotel operations and key touch points from a guest’s perspective on a regular basis, ensuring that the guest experience is at the heart of all implemented services and procedures.
-Develop and assist with training activities focused on guest experience and satisfaction.
-Liaise regularly with Key Department Heads to coordinate the welcome/farewell of guests to/from the hotel, including VIP, return and long stay guests.
-Coordination of VIP amenities (accordingly to VIP type).
-Liaise regularly with Engineering, Front Office and housekeeping to ensure that engineering requests are logged, tracked and completed quickly to focus on guest needs as a priority.
-Be alert to meet with all VIPs upon arrival and to escort them to reception when required.
-Carry out pre arrival telephone calls to VIP guests and to gather information to assist in delivery of excellent guest service.
-Carry out courtesy calls to VIP guests and to contact them personally after arrival and during stay to ensure that he/she is completely satisfied as we acknowledge and show appreciation for the guest’s loyalty.
-Coordinate guest history updates from the other departments, to note both successful experiences and recommendations.
-Work together with all departments to achieve a reputation as a market leader in individualized customer-focused service.
-Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure that products offered to guests are of the highest quality and reputation.
-Maintain control of Club guest and hotel accounts, ensuring that all charges are accurate and posted on a timely basis.
-Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
-Ensure that Club Millesime, pool and gym operations are smooth and efficient in all aspects, including cost and stock management, staffing levels and service standards, in coordination with the F&B Manager and Executive Chef.
-Adhere to Emergency Communication procedures and ensures that enquiries from the media are only responded to by the nominated spokesperson.
-Any other duties assigned by your manager.
