Hospitality Industry, Operations, Guest Experience, Guest Service, Guest Relations, Attention to Detail, Working Experience, Organization Skills, Multitasking, Skilled Multi-tasker
Job description
The Guest Experience Manager is responsible for ensuring that all guests receive an exceptional and memorable experience from the time of their booking until they check-out. This role involves a proactive approach to guest engagement, understanding their preferences, addressing concerns, and continuously seeking opportunities to elevate their stay.
Key Responsibilities:
Guest Engagement:
- Proactively engage with guests to understand their requirements and preferences.
- Ensure all special requests are communicated to the relevant departments.
- Coordinate with housekeeping, F&B, and other departments for any guest-related needs.
- Collect feedback from guests during and after their stay.
- Address any complaints or issues promptly and ensure swift resolution.
- Coordinate with departments to implement service recovery actions when necessary.
- Assist the reservations team in managing bookings, ensuring any special guest requirements are noted.
- Recommend tailored experiences, upgrades, or packages to guests based on their preferences.
- Collaborate with the Operations & Reservations Manager to identify areas of improvement in guest service.
- Provide insights and feedback from guests to drive continuous enhancements in the guest experience.
- Work closely with all departments to ensure seamless service delivery.
- Attend regular team meetings to discuss guest feedback, operational challenges, and areas of improvement.
- Diploma/Degree in Hospitality Management or related field.
- Minimum of 1-2 years of experience in a guest relations role within the hospitality industry.
- Exceptional communication skills, both verbal and written.
- Proficient in hotel management software and tools.
- Proven ability to handle challenging situations with tact and diplomacy.
- Strong organizational skills with an eye for detail.
- Passion for delivering outstanding guest experiences.
- Flexibility to work in shifts, including weekends and holidays.
- A genuine passion for hospitality and guest service.
- Proactive, adaptable, and solution-oriented.
- Ability to multitask and prioritize under pressure.
- Excellent interpersonal skills and a team player attitude.
