Guest Experience Manager

Job Responsibilities

General

• Assist the DH to builds a motivated and skilled team, leads by example and instils a culture of continuous learning and
• improvement among employees; actively participates in Employee Relations activities and programs.
• Actively involved in identifying and assessing the needs of each employee through effective coaching, training and by
• instilling company values; is concerned for employees' continuous development and personal growth.
• Ensures the department in accordance with company philosophy and policies, maximizing efficiency and productivity
• and achieving established goals; promotes harmony between departments.
• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden
• Rule.
• Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing
• action plans to achieve established product and service goals.
• Assist the DH in preparing annual plans and forecasts, consistently monitors and manages budgetary goals.
• Represents the DH in his/her absence.
• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in
• Impact.
• Provides regular and fair performance feedback to employees, formally and informally as appropriate.
• Assist employees in crunch times.
• Maintains a clean and orderly work area and ensures tools & equipment are well maintained and in sufficient supply.
• Promotes and ensures a safe working environment.
• Performs any other cognate duties as and when required.

Departmental

• · Seeks out opportunities for guest centric experiences in all outlets of the hotel.
• · Assist in building a Guest Experience team that extends into other Rooms departments, Food & Beverage, and Spa.
• · Communicates and liaise closely with Reservations, Digital Concierge Front Office, In villa Dining, Housekeeping and F&B
• Outlets to ensure follow up on any special issues, guest requests (to include amenities, room set ups, preregistration etc.)
• Review arrivals, departures and in house guests to ensure proper handling of VIPS and their preferences and be able to discuss in daily and weekly meetings utilizing Golden, KEY and chat as well as all communications channels. · Provide seamless arrival/departure experience for VIPs starting from profile check, pre-arrival emails, room inspection, curbside meet and greet, in-villa check in, personalized itinerary working with Digital concierge and keeping amenity programs relevant, reviewing bill prior to departure, to meet upon departure, etc · Assist all departments in time of need especially the Front Office team including check in, check out, concierge requests, front drive operations etc. · Activate different Guest Relations programs including and not limited to just VIP. · Ensuring coverage in the lobby meeting and greeting guests. · Coordinate correspondence with guests pre and post stay · Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required ensuring guest issues are resolved within 24 hours. · Perform any additional duties as assigned by the Director of Guest Experience. · Assist guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. · Respond to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices, taking opportunities to create extraordinary experiences whenever possible · Communicate with team members to ensure the highest level of personalized service · Assist hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees Special Requirements · Excellent personal presentation and interpersonal skills and problem solving skills required. · Luxury hotel experience required with a minimum of 2 years management experience in guest facing departments Excellent personal presentation and interpersonal skills · Have a high degree of patience and work with discretion · Reading, writing and oral fluency in English language + additional language would be an advantage · Successful candidates will be a willing team player, comfortable with electronic systems and will to accept assignments on a needed basis in order to promote teamwork. Flexibility to work early mornings, late evenings, weekends and holidays. · Exceptional organizational skills, attention to detail, problem solving abilities and the ability to manage several demanding tasks in a consistently busy environment

Compliance Policies · Grooming Policy · Confidentiality Agreement · Policy Against Harassment · Electronic Systems Policy · Code of Business Conduct and Ethics · Employee Handbook Acknowledgement