Guest Experience Manager

POSITION SUMMARY

In accordance with the policies, procedure and standards of Chroma Hospitality and Grafik Pinehouse Baguio, as the Guest Experience Manager, you are aware that today's travelers want to connect deeply with the destinations they visit. At GPHB, our aim is to bring to life a unique experience for each of our guests. You will be responsible in curating and enhancing overall guest experience across all touch points within the hotel. You can explore and partner with local artisans to offer workshops in crafts like pottery, weaving, basket weaving, sliver craft and more This cultural immersion allows our guests to experience the traditions, cuisines, and stories that will help create their Chapter One. The hotel will revolutionize guest stays by introducing Hyper Personalized Guest Experience. You will work with Executive Leadership Team, Department Heads, and front-line staff to deliver these extraordinary experiences for our guests that will build customer loyalty to the property and across Chroma Hospitality brands.

JOB RESPONSIBILITY

1. GUEST SERVICE EXCELLENCE - ability to consistently deliver an exceptional service to guests, ensuring their needs are met and their expectations exceeded.

• Cultivate a culture of guest-centric service excellence throughout the organization, ensuring every department contributes to a seamless guest experience.
• Champion service standards and ensure compliance across all departments, including front desk, housekeeping, food & beverage, and amenities.
• Ensure that guests are warmly welcomed and receive personalized attention from the moment they arrive.
• Respond promptly and effectively to guest inquiries, requests, and concerns.
• Handle complex or high-priority guest concerns, ensuring quick resolution and maintaining high guest satisfaction.
• Able to come up with an amicable settlement to address the situation through service recovery conversations
• Implements service recovery matrix
• Meet and greet VIP guests
• Analyzes scores of TrustYou Analytics and come up with relevant and timely action plan / s to increase score findings
• Monitor guest feedback through surveys, direct communication, and online reviews to identify areas for improvement.
• Determine the top issues of guests and propose initiatives that will help address, resolve & prevent recurring concern

2. Team Leadership & Development - Ability to guide a group of individuals towards achieving common goals while fostering their growth and collaboration

3. Innovation & Improvement

4. Detail Oriented - Ability to follow detailed departmental procedures or deliverables to minimize errors and maximize correct completion.

5. Financial Acumen

6. Other duties :

7. General responsibilities :

QUALIFICATIONS :