Guest Experience Manager

Primary Responsibilities:

• Assist guests with check in and checkout as well as other cashiering duties
• Review arrival lists and prepare compendiums prior to guests arrival and check-into system if necessary
• Welcome guests on arrival register and issue room keys according to departmental standards and procedures
• Ensure that members consistently receive all benefits and repeat guests and other VIPs receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
• Liaise closely with other relevant departments to ensure that guests requests and needs are met
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
• Handle guests complaints and comments tactfully and efficiently
• Handling guests mails messages and answering of phone calls
• Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
• Be vigilant in regard to in-house credit matters and act upon any discrepancies
• Alert Security or Duty Manager of suspicious looking person(s) / articles
• Maintain complete knowledge of all food & beverage services outlets and hotel services/features
• Be fully conversant with hotel fire & life safety/emergency procedures
• Attend all briefings meetings and trainings as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel
• Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests expectation/VOG target.

Additional Information :

• Able to stand for long periods and work in a hot kitchen environment.

• Flexibility to work different shifts including weekends and holidays.

Remote Work :

No

Employment Type :

Full-time