Guest Experience Manager

Business Performance

• Has regular and close contact with hotel guests. Organises meetings with guests to collect feedbacks and ideas.
• Makes recommendations and propositions to the managers.
• Ensures that the PGEP tools (modules on standards implementation, internal surveys, audits, and social media) are deployed, used and understood.
• Maintains the accuracy and consistency of data and information within the PGEP tools.
• Responds to guest comments and monitors correspondence with the guest.

Task and Reports

• Checking VIP arrivals and departures for the day and meeting them in person
• Maintaining and doing spot checks of guest preferences being met & driving ACDC
• Meeting ALL VIP guests and ensuring they have a memorable stay
• All guests who have made complaints to be met by self and the HOD/DOP (depending on the complaint) and ensuring issue is resolved and the guest leaves the hotel recovered and happy
• Coordinating with Front office and Housekeeping to ensure birthday/anniversary amenities are placed and memorable experiences are created for the guest whilst they are in the hotel
• Lobby presence during peak hours of guest movement to take guest feedback.
• Prepare & Execute strategy for driving Trip Advisor ranking through channels prescribed
• Ensure all guest feedback received on various channels are replied to within the stipulated time
• Conducting Training for all guest facing Heartists on how to solicit guest feedback on various platforms ensuring no two departments are speaking with the same guest
• All investigations to be completed in case of guest complaints and root cause to be analyzed and fixed
• Drive ACDC program
• Regular check & weekly catch up with all long staying guests
• Share a guest met report on daily basis
• Daily guest complaints and resolution meeting with Front Office, Housekeeping and F&B head along with the DOP
• Daily guest feedback report to be shared with all HODs & EXCOM & findings compiled along with root cause & solution for non-recurrence
• VOG Meeting to be held every week