This position is part of the Rooms Management Team and reports to the Front Office Manager. This position will be managing the overall guests’ experience overlooking and with direct responsibility of Guest Experience and Concierge. He/She will have to ensure that the highest levels of hospitality and service are provided with respect at every conceivable touchpoint and from pre-arrival, arrival, stay-over, departure and post-departure experiences within the hotel. The experience provided by the team in his/her subordination will be the first and last impression of the Hotel.
Responsibilities
- Assist Guest Experience Manager and handles the tracking of service issues.
- Responsible for recognition and engagement of our most valuable guests through delivery of the highest quality stay experience. • He/she manages and coordinates all aspects of guests’ journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanism.
- Review Revinate performance and guest feedback daily, identifying trends and areas for improvement on a regular basis and share with relevant stakeholders (at a minimum once a week).
- Set Revinate goals and regularly compare and communicate variances.
- Investigate root causes of repetitive trending issues and recommend and support implementation of resolutions.
- Lead and develop a team of departmental Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
- Establish Guest Experiences work groups and committees and co-chair monthly Guest Experience leadership team meetings.
- Work with HR Training Manager in planning and preparing operational guest service training programs. Work with and support Front Office, Housekeeping, & F&B Departmental trainers in training programs.
- He/she directs, implements and evaluates quality of products and services provided to guests.
- Work with Loyalty Program Team to make certain that there is an effective communication and delivery of My Millennium benefits program.
- Analyse, recommend and implement improvement initiatives and innovation.
Qualifications/Experience
- Diploma in Hospitality/Hotel Management
- 5 years of operational experience in a luxury hotel preferred Advanced knowledge and use of Opera PMS
Key Competencies
- Ability to inspire associates to perform their work scope with a high level of quality and integrity Ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happens Coordinate, communicate and get buy-in from the different stakeholders at various levels Ability to create and lead a guest-centric culture at the property Act as a role-model and inspire behavioral change Be able to lead and foster innovation, appreciate technology and utilize to simplify systems/processes
