Guest Experience Manager

Leads and supports all Guest Experience initiatives at the property.
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.
Reviews and communicates the Brand Assurance Program and all new brand/quality initiatives effectively to all stakeholders.
Works with and supports Department Heads to prepare for LQA or BARE Brand Assurance audits as applicable to the hotel.
Conducts regular property self-assessments on the Operational Brand Standards and other quality programs including cross-departmental audits through iAuditor and other tools.
Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise
Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.
Conducts a weekly VOG meeting with individual Department Heads, communicates performance, supports and pushes Management Action Plan (MAP) efforts.
Leads and develops a team of Guest Experience Ambassadors within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
Reviews MAPs proposed by each department post-LQA or BARE Mystery Visit and supports and follows up implementation by Department Heads.
Monitors results of other quality management programs such as ResaVision and follows up action plans from the relevant Department Heads whenever necessary.
Champions the internal communication of guest experience related matters and updates to all Ambassadors in the hotel.
Bachelor’s Degree in Hospitality or related areas
Strong user knowledge of Microsoft Outlook and Microsoft Office tools
Relevant work experience with internationally reputed hotel chains is preferred
Strong background in hotel operations or service industry (in a client facing role); (2-5 years)

Experience
5+ yrs

Employment type
Full-time

Work arrangement
No