Guest Experience Manager

JOB DESCRIPTION:

• Establishes and maintains department organization, manning and productivity ensuring a smooth
• Praises positive performance and provides coaching or performance discussions when standards are not met
• Liaises with Reservation Manager on resolution of hotel reservation issues.
• Works closely with Casino VIP Services team
• Creates a positive and a highly motivated working environment that promotes and develop teamwork
• Utilizes and develops communication tools and channels for the dissemination of information and workflow in all sections
• Ensures proper manning of the VIP Reception during peak hours for arrival and departure
• Handles guest’s requests with appropriate follow-up
• Handles guest complaints and reports them on a timely manner to concerned Department Head/ Division Head. Facilitates provision of recovery amenity with apology note.
• Supports the Front Office upsell program
• Prepares, reviews and submits all reports in a timely manner
• Conducts monthly meetings and briefings with the staff and addresses their issues and concerns
• Maintains the highest standards of professionalism, ethics and attitude towards all hotel guests and colleagues.
• Identifies staff training needs based on operational observations and guest feedback and conducts the training whenever possible.

JOB QUALIFICATIONS:

• Graduate of any Business related course
• Has complete knowledge of operational system in Front Office such as Opera Property Management System, Vision, EDC Machines and other machines/equipment’s being used at the operations.
• with 5+ years of experience in the same Industry (5 Star Hotel, Casino and any related industry)
• with atleast 2 years managerial experience
• with 3 years experience in Front desk
• with good interpersonal skills
• willing to work in a Shifting Schedule (Day, Mid & Night)