Guest Experience Manager

Key Responsibilities

·         Ensure top VIPs (Elite, HRG, and other Guests selected by GM, RM, DOR) point of contact prior to arrival until departure for the arrangement of their stay.

·         Build meaningful connections and maintain strong relationships with guests, special focus on elite, HRG and return to property, addressing their inquiries, concerns, and feedback promptly and professionally.

·         Proactively seek opportunities to enhance their experience during their stay.

·         Coordinate efforts across departments to create lasting memories for guests celebrating special occasions.

·         Coordinate the meet and greet for VIPs arrivals.

·         Coordinate the GEM program to have other managers support experience of non-VIP guests.

·         Develop and maintain relationships with VIP guests and Special Attention guests, recognizing their preferences and ensuring extra attention and special treatment for this group of guests.

·         Continuously seek ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives.

·         Collaborate with various departments to ensure seamless guest experiences across all touchpoints, focusing on areas such as Front Desk, Concierge, Housekeeping and In Room Dining.

·         Inspect VIP rooms before arrival, ensure essentials are delivered.

·         Coordinate special amenities based on guest preferences.

·         Work closely with concierge and the GEPto ensure itineraries are complete.

·         Ensure glitches related to VIPs are promptly action and resolved.

·         When required attend social events/meetings that VIPs might attend.