Guest Experience Manager - CP

About the role

Responsibilities

• • Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• • Guest Experience Manager to inspect the condition and cleanliness of hotel vehicles on daily bases
• • Assure that Hotel entrance and Public Area are to be kept clean at all times
• • Guest Experience Manager personally review the activities and events of the hotel and assure proper preparation at all times
• • Guest Experience Manager to personally review VIP in house guests list and arrival list and VIP Rooms allocations
• • Perform a minimum of 5 courtesy calls per day and log it in Guest Relations logbook
• • Encourage guest to post their reviews on Trip-Advisor and Facebook
• • Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, maintenance, as per hotel standards
• • Upsell late Check-Out
• • Check on daily bases on staff Hygiene and assure all staff are compliant with grooming and Hygiene standards
• • Train colleagues on regular bases and assure that all Front Office colleagues are well trained and implementing the Hotel / Front Office policies and procedures particular the Credit Authorization Policy
• • Guest Experience Manager to carry total responsibility to ensure all city-ledger invoice are supported with correct back-up document LPO (letter Purchase Order)
• • Guest Experience Manager ensures 100% compliance of brand standards for Guest arrival experience such as greeting and calling guest by name
• • Guest Experience Manager must assure that all guest feedback is logged in the FO logbook prior to leaving duty / shift turnover with proper communication in place
• • Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
• • Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
• • Provides functional assistance and direction to all departments.
• • Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• • Supervises and directs Reception and Reservations personnel.
• • Supports and assists Front Office personnel and all departments at peak periods.
• • Ensures VIPs and priority club guests receive special attention
• • Inspects front of house and back of house regularly for cleanliness.
• • Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• • Provides input for Front Office meetings.
• • Promotes inter-hotel sales and in-house facilities.
• • Checks billing instructions and monitors guest credit
• • Analyses and approves discounts and rebates.
• • Analyses the rate variance report to ensure rooms revenue control
• • Takes action with the Property Management Systems (PMS) in emergency situation.
• • Ensures front line staffs comply with FIT Marketing techniques and maximize sales.

Skills

• Front Office operations
• Guest relations
• VIP guest services
• PMS (Property Management System)
• Credit authorization
• Room cleanliness standards
• Upselling
• Staff training
• Brand standard compliance
• Billing and discounts analysis
• Revenue optimization
• Guest feedback management
• Logbook/documentation
• Operations coordination
• Public area cleanliness