Guest Experience Manager

Please note that this is not an exhaustive list of everything that needs to be
done. Team members at Anantara World Islands always find new ways to look
after the business, their guests, and their associates. Within this, the key
responsibilities for this position are:
* Ensure that management is aware of the operational excellence and quality objectives.
* Assist management with the development and review of operational excellence objectives including establishing performance indicators and strategic objectives.
* Review the alignment of operational excellence objectives for each department, providing assistance in action planning and progress reviews on a monthly basis.
* Analyze guest satisfaction, feedback, brand compliance audits, emotional assessments and online reputation trends monthly and review with management.
* Highlight areas of strength and areas for improvement based on analysis of results, assisting Managers to align these with hotel and departmental objectives.
* Is responsible for Guest Relations Department within Front Office of the resort.
* Ensure that established levels of guest service are maintained at all times within the lobby area.
* Provide information on resort services and facilities, as well as local attractions and general enquires as requested.
* Handle difficult situations effectively following resort policies and procedures.
* Perform all duties and responsibilities in a timely and efficient manner in accordance with established Resort's Policies & Procedures to achieve the overall objectives of this position.
* Ensure proper record keeping and documentation, as per statutory and organizational requirements..
* Adhere to all organizational policies and standards.
* Lead the Guest Relations and Lobby Hostess team by example, by training, couching and mentoring.
* Assist Front Office Manager to identify and implement training plans for all Front Office team members. Conduct regular associate training, and monitor its success. This will involve training in both IT systems and guest-service procedures.
* Maintain full knowledge of the Property Management.
* Assist Front Office Manager in monitoring departmental cost as per allocated budget.
* Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service and guest relations where necessary to complete the action.
* Handle all negative guest feedback on priority and effectively within stipulated guidelines.
* Supervise the functioning of all departmental team members, facilities, sales and costs, to ensure maximum departmental profit is achieved.
* Ensure that all Standard Operating Procedures are being adhered to, by training all associates and monitoring their performance.
* Develop and maintain a motivational working environment within Guest Relations department.
* Provide support and guidance to the associates as required.
* Ensure associates are up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
* Liaise with the Accounting Department for accounting and auditing related front office procedures, reports and operational problems and payments of commission.
* Ensure timely follow up of all guest requests and reverts to guests or resort as appropriates.
* Keep Front Office Manager informed of all mishaps, unusual cases and guest feedbacks. Prepare glitch report and circulate to all concerned as per guidelines.
* Ensure guest recognition.
* Is able to identify and acknowledge repeat guests and VIPs.
* Ensure that each guest interaction is a delightful experience for the guests.
* Is open and willing to adapt to new procedures for the benefit of guests and colleagues as and when introduced.
* Attend all scheduled training courses organized by the department and resort as and when asked to.
* Is a team player and actively participates in all team member activities.
* Present himself/herself at all times with professional courtesy and etiquette towards both guests and associates.
* Is well groomed and in proper uniform at all times.
* Maintain a professional demeanor at all times.
* Always project a positive image of the resort and company at the airport.
Ensure strict compliance to all resort and local laws regarding fire, health,
safety and security procedures and actively participates in any training
sessions conducted on the aforementioned.

Qualifications

• College degree in hotel management or related field.


• Previous experience in a Guest Experience Manager or Front Office management role.


• Strong commercial/business acumen.


• Passion for leadership.


• Fluent in English - both spoken and written. Additional language spoken is a plus.

Additional Information

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