Guest Experience Manager

<ul><li>Leads and supports all Guest Experience initiatives at the property.</li><li>Supports GM in driving a guest centric culture in the hotel and create awareness and understanding among all Ambassadors on the importance of guest experience.</li><li>Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.</li><li>Works with and supports Department Heads to prepare for LQA or BARE Brand Assurance audits as applicable to the hotel.</li><li>Conducts regular property self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools.</li><li>Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise</li><li>Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.</li><li>Conducts a weekly VOG meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan (MAP) efforts.</li><li>Leads and develops a team of Guest Experience Ambassadors within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.</li><li>Reviews MAPs proposed by each department post-LQA or BARE Mystery Visit and supports and follows up implementation by Department Heads.</li><li>Monitors results of other quality management programs such as ResaVision and follows up action plans from the relevant Department Heads whenever necessary.</li><li>Champions the internal communication of guest experience related matters and updates to all Ambassadors in the hotel</li><li>Maintains direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.</li><li>Works closely with Department Heads to assess service standards and delivery on a regular basis.</li><li>Ensures that the relevant teams and stakeholders respond to all Guest feedback, e.g. VOG GSS, and consumer-generated content on various social media sites or travel sites (100% of the negative reviews/feedback, but none of the positive reviews/feedback except for those on GSS and TripAdvisor).</li><li>Reviews and communicates best practices implemented in other hotels within the brand, follow-up on implementation at the property when relevant.</li><li>Responsible for implementation and application of Local Measure along with E-commerce or Marketing team</li></ul>

<ul><li>Bachelor’s Degree in Hospitality or related areas</li><li>Strong user knowledge of Microsoft Outlook and Microsoft Office tools</li><li>Relevant work experience with internationally reputed hotel chains is preferred</li><li>Strong background in hotel operations or service industry (in a client facing role); (2-5 years)</li></ul>

<p>Experience is an asset<br> Prior experience working with Opera or a related system<br> Strong interpersonal and problem solving abilities<br> Fluency in English, additional languages are a plus</p>