Guest Experience Manager 2023-12-06

The Guest Experience Manager will be responsible for ensuring the highest levels of guest satisfaction.

This position will be responsible for the daily operation of the Front Desk and liaising with any area impacting the guest’s experience. Plans, directs, and coordinates activities to ensure exceptional service is achieved. Provide operational support, train, motivate, and recognizes team members. Exercises independent judgement and initiative while carrying out overall responsibilities. 

Job description:

• Ensure and provide a professional upscale guest service experience. Create a positive first impression for guests.
• Assists in leading and supervising the Front Office Team. Motivate and develop team members.
• Provide training, direction, and leadership to the Front Office Team.
• Evaluate and respond to all guest feedback.
• Takes personal responsibility for correcting service problems and creating memorable guest experiences.
• Respond to needs of guests and anticipate their unstated ones.
• Maintain regular and seamless communication with guests by being approachable, detailed oriented, results driven and gracious.
• Coordinate and manage communication between all departments impacting the guest’s experience. 
• Performs check-ins and checkouts; confirm that all SOPs are being followed properly. Perform additional Front Desk tasks as needed.
• Closely work with the Sales & Revenue Team to comprehend rate strategy based on seasonality. 
• Maintain property responses to all channels for their review responses. 

Job requirements:

• Minimum two years’ experience in hospitality operations.
• Must be highly organized, efficient, and detailed oriented.
• Strong written and verbal communication skills.
• Must have excellent interpersonal/relationship building skills.
• Outside of the box thinker.