The Guest Experience & Loyalty Manager is responsible for leading the overall operation of the Executive Club Lounge by ensuring the team provides excellent guest experience and services throughout guest stay. He/she will supervise and is responsiblr for the day-to-day operations of the Executive Club Lounge. He/she will also be the centre of all communication and follow up of any incident during a guest stay.
Primary Responsibilities
Manages the guest journey from pre-arrival to post-departure
· Manages the Pullman Singapore Orchard guest experience
· Maintains close relationship with all the guests, especially Executive Club guests, VIPs
· Ensure effective management of the club’s finances, administration and inventory of stocks and equipment to meet operational requirement; monitor monthly Food and Beverage cost and Profit and Loss
· Ensure the ambience, cleanliness and exclusivity at the lounge is always maintained; maintain all equipment and furniture
· Conducts detail check of all service periods
· Manage duty roster, ensuring adequate staff coverage
· Works with all departments to ensure seamless service
· Checks on guest experience throughout their stay
· Follow up on guests’ feedback
· Ensures all guests complaints are resolved before departure and where required, to follow up after departure
· Encourages guests to post on all social media such as TripAdvisor, Instagram etc and reply to feedback accordingly
· Respond to emergency situations using appropriate procedures
Leading and managing Guest Experience Team
· Train, guide, coach and develop the team to handle day-to-day duties/tasks more efficiently
· Supervises and manages employees. Manages all day-to-day operations
· Understands employee positions well enough to perform duties in employees' absence
· Monitoring TrustYou Survey scores, replying to the feedback, updating the profile and informing the team of the
· Perform other duties as assigned
· Ensures grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.
· Keeps the guest experience team focused on the critical components of operations to drive guest satisfaction.
· Ensures guest experience team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
