Job Title: Guest Experience ManagerReports to: Front Office ManagerDepartment: Front OfficeWorking Hours: 4 Days On / 4 Days Off, 8AM to 8PM Position Overview:As the Guest Experience Manager at The g Hotel & Spa, your primary responsibility is to ensure that each guest enjoys a memorable and personalized experience throughout their stay.
This role is guest-facing and highly visible within the hotel, ensuring a seamless journey from pre-arrival to post-departure.
You will act as a liaison between guests and all hotel departments, ensuring that special requests, preferences, and any issues are handled with efficiency and care.
You will also manage post-stay feedback and play a vital role in maintaining high guest satisfaction scores.
Key Responsibilities: Guest Interaction & Service: Welcome guests in the lobby, assist with check-in and check-out, and be present during key guest interaction times (e.g., breakfast, lunch).Handle all guest requests, from simple inquiries to complex special arrangements (e.g., proposals, personalized amenities, celebrations).Anticipate guest needs through proactive service, utilizing a guest preference form you will create and manage.
This will include pre-arrival communications with guests, where appropriate.
Cross-Department Coordination: Coordinate with Housekeeping, Maintenance, Food & Beverage, Spa, and other departments to ensure that guest requests are fulfilled to the highest standard.Quickly address and resolve any guest issues, such as maintenance concerns, room changes, or special dietary requirements.Serve as the central point of communication for all guest-related matters, ensuring that information flows smoothly across the hotel.
Post-Stay Feedback & Reputation Management: Respond to post-stay feedback through platforms such as Revinate, TrustYou, Booking.com, and TripAdvisor.Offer compensations, such as complimentary stays or drinks, as needed, to recover guest satisfaction after service failures.Work closely with the Front Office Manager to ensure that feedback is reviewed and incorporated into continuous improvement plans.
Guest Relations Tools & Technology: Utilize company reservations and guest management systems to keep track of guest profiles, preferences, and feedback.Monitor and maintain the hotel's online reputation by managing reviews and ensuring a prompt and professional response to guest concerns.
Meetings & Reporting: Lead the morning meetings, providing the team with daily guest arrival reports, special requests, and VIP guest information.Ensure that all hotel departments are aligned with guest expectations and special requirements, fostering a culture of service excellence.
Metrics & Success Factors: Drive improvements in guest satisfaction scores on Booking.com, TrustYou, and TripAdvisor, aiming for consistent high ratings.Track and analyze feedback to identify areas for improvement and maintain the hotel's ranking among competitors.
Training & Development: Support the training and development of front-facing staff to ensure they understand the importance of guest experience and are equipped to handle special requests and challenges.Lead by example in delivering exceptional service, mentoring team members in guest engagement and problem resolution.
Other Duties: Carry out 'Fire Walk' patrols of the hotel, as per SOP, during duty hours.Carry out Accident/Incident reporting, as per SOP, during duty hours whenever required.As a trained First Aid Responder, provide first aid assistance during duty hours whenever required.Complete any other reasonable operational task/request made by a member of the senior management team.
Relevant Knowledge: Experience in a similar role, preferably within a luxury or high-end hospitality setting.Technology Skills: Proficiency in Opera Cloud, Revinate, TrustYou, Booking.com, and other guest management platforms.Communication: Exceptional verbal and written communication skills, with the ability to engage with guests and internal teams effectively.Problem-Solving: Strong problem-solving skills, with the ability to think on your feet and make decisions that enhance guest satisfaction.Interpersonal Skills: Warm, approachable, and genuine, with a passion for creating memorable guest experiences.
Key Performance Indicators (KPIs): Guest Satisfaction Scores: Maintain or improve the hotel's ratings on platforms like Booking.com and TripAdvisor.Post-Stay Feedback: Timely and professional responses to guest feedback with an emphasis on service recovery.Internal Communication: Effective coordination across all departments, as evidenced by smooth handling of special requests and issue resolution.
