The main responsibilities and tasks of this position are listed as, but not limited to the following:
- Lead and support all Guest Experience initiatives at the property.
- Support the Department Head in driving a guest centric culture in the hotel and create awareness and understanding among all associates on the importance of Guest Experience.
- Review TrustYou 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 TrustYou goals and regularly compare and communicate variances.
- Represent Guest Experience and be the voice of the guest daily at the morning briefing with updates and highlights of points for improvement and guest praise.
- 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.
- Review and communicate the company operational standards and all new brand/quality initiatives effectively to all stakeholders.
- Conduct a weekly Guest Experience meeting with individual HOD’s, communicating performance, supporting, and driving management action plan efforts.
- Conduct regular property self-assessments on the operational brand standards and other quality programs.
- Introduce and coordinate monthly mystery shopper audits and conduct HOD and departmental debriefings.
- Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new hires within the first month of employment.
- Conduct Guest Experience assurance audit
- Work in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. Stayplease, TrustYou, TripAdvisor etc
- Work closely with HOD’s to assess service standards and delivery on a consistent basis.
- Participate in and check the annual revision of operational brand standards and SOP’s with operational HOD’s and Exco.
- Participate and support implementation of new Guest Experience product enhancement programs, e.g. guest amenities, children, brand activities, guest preferences, Guest of the Day, etc.
- Directly liaise with and contact guests to collect direct feedback and facilitate new ways of collecting greater in-house feedback.
- Ensure the relevant teams and stakeholders respond to all guest feedback and timely.
- Champion the internal communication of Guest Experience related matters and updates to all associates in the hotel, including presenting at associate quarterly town halls.
- Improve communication regarding guest service e.g. daily VIP photos and bios, pre-arrival and post-departure correspondence, daily summary feedback with pro and con sentiments, etc.
- Introduce and drive with colleague guest service appreciation programs.
- Introduce departmental colleague guest service orientated monthly competitions.
- Analyse, recommend and implement improvement initiatives and innovation.
- Lead Sustainability project to obtain Global Sustainability Tourism Council certification and manage year on year audits.
- Any other adhoc duties as and when assigned by the Management.
