Guest Experience Director Conrad Bengaluru
Guest Experience Director Conrad Bengaluru
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Job Description
EOE/AA/Disabled/Veterans
What are we looking for
At least 23 years of experience in a senior customer experience role in the services sector
Calm efficient and organized.
Strong interpersonal skills and attention to detail.
Excellent personal presentation and communication skills
Passion for delivering exceptional levels of Guest Service
Excellent leader and trainer
What will it be like to work for Hilton
Hilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!
As the Guest Experience Director/ Manager you will be responsible for performing the following tasks to the highest standards:
Responsible to achieve Guest Experience KPIs such as Stay Experience HH member experience QA audits and Review Site Index scores.
Build a culture of Guest delight at any guest touch point in the hotel.
Build a Core Team of Guest Experience Champions at the hotel and roll out Guest Related Brand initiatives as and when needed.
Assist to oversee daily operations in all Guest Experience team drive departmental objectives for self and team ensure effective communication and working in a team to reach department KPIs.
Create a WOW experience of guests elevating on guest experience inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations.
Support service recovery initiatives in conjunction with concerned departments
Conducts monthly audit to ensure compliance with company and brand standards.
Support L&D Manager in doing the Quality Meet and driving quality audits.
Lead the Guest Experience initiatives to ensure that appropriate training is conducted for team members and guidance provided to perform on their task.
Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. To deliver our customer promise Make it Right Before during and after the stay.
Responds to and handles guest problems and complaints.
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfaction.
Models service behaviors that meet or exceed guest expectations.
Attend departmental briefings regularly to share and advise the team of any updates related to guest experience.
Contribute to the hotel and team by sharing new ideas and suggestions for improvements being innovative and creative to provide quality service and guest care to team members and guests.
Develop and maintain relationship with VIP guest and special attention guests recognizing their preferences and ensuring attention are met and ensure information are shared across the hotel departments.
Undertake daily MOD responsibilities when scheduled.
Get familiar with hotel operating system especially OnQ PMS Kipsu HotSOS FCS
Undertake tasks as required from by General Manager
Carry out any other reasonable duties and responsibilities as assigned.
Required Experience:
Director
Employment Type
Full-Time
