Guest Experience Manager
About the job
Responsibilities
Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.
1. Managing Guest Services and Front Desk Operations
› Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
› Encourages and builds mutual trust, respect, and cooperation among team members.
› Serves as a role model to demonstrate appropriate behaviors.
› Supervises and manages employees. Understanding employee positions well enough to perform duties in employees' absence.
2. Maintaining Guest Services and Front Desk Goals
› Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
› Develops specific goals and plans to prioritize, organize, and accomplish your work.
› Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
› Assists with energy conservation efforts by monitoring compliance during property tours.
3. Supporting Projects and Policies Related to Guest Experience and Safety
› Supports implementation of the customer recognition/service program, communicating and ensuring the process.
› Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
› Ensures compliance with all policies, standards and procedures.
› Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
› Understands and complies with loss prevention policies and procedures.
4. Ensuring and Providing Exceptional Customer Service
› Provides services that are above and beyond for customer satisfaction and retention.
› Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
› Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
› Serves as a leader in displaying outstanding hospitality skills.
› Sets a positive example for guest relations.
› Empowers employees to provide excellent customer service.
› Observes service behaviors of employees and provides feedback to individuals.
› Maintains high visibility in public areas during peak times.
› Provides immediate assistance to guests as requested.
› Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
› Records guest issues in the guest response tracking system.
› Reviews comment cards and guest satisfaction results with employees.
› Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
5. Personnel
› To arrive at work on time in the uniform provided, ensuring a neat and tidy appearance according to Hotel policy.
› Oversees the punctuality and appearance of all Concierge employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
› Conducts annual Performance Development Discussions with Guest Relations employees, supports them in their professional development goals.
› Plans and implements effective training programes for all Guest Relations employees in coordination with the Training Manager and Departmental Trainers.
› Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
› Develops the skills and effectiveness of all Guest Relations employees through the appropriate training, coaching, and/or mentoring.
› Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
› Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.
› Supports reinforcement of GHM’s Values.
› Ensures that employees have a complete understanding of and adhere to employee rules and regulations.
› Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
› Assists to feedback the results of the Employee Opinion Survey and ensure that the relevant changes are implemented.
6. Other Duties
› Attends and contributes to all training sessions and meetings as required.
› Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
› Exercises responsible management and behavior at all times and positively representing the hotel management team.
› Protect the environment in your work by displaying a strong commitment to saving natural resources; and by being as economical as possible with materials used in your work.
› Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organizations, especially travel agencies, local business groups and airlines.
› Reads the hotel's Employee Handbook and has an understanding of and adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
› Ensures high standards of personal presentation and grooming.
› In this role you will also be required to multi-task in various aspects of the operations as advised by your managers from time to time
› Responds to changes in the Rooms function as dictated by the industry, company and hotel.
› Carries out any other reasonable duties and responsibilities as assigned.
- Department: Guest Relations
About you
Preferably - Female Candidates
Ideally with a relevant degree or diploma in Hospitality or Tourism management.
Minimum 2 years work experience as Assistant Manager - Guest Service Manager.
Good problem-solving, organizational and interpersonal skills are a must.
- Language required: English.
The company
The word ‘Chedi’ typically refers to a place of meditation and has been associated with settings where one finds peace. In the same way, Chedi hotels are created as tranquil environments so that travelers, on their journeys, may rediscover the joys of stillness and be soothed by the calmness in a backdrop of beauty and comfort.
As the visionary management company behind the Chedi brand, GHM is also continually evolving the brand – we continuously plant the Chedi flag on an exciting destination that travel aficionados should definitely include on their bucket list.
