Guest Experience Manager

1. Acts as Hotel Ambassador; presentable and active in highly visible Areas and happenings around the resort. 2. Direct and co-ordinates all subordinate Guest Experience team and other departments to ensure that all day to day operational matters, emergencies, service recovery, room assignments are handled on time and guest expectations are met. 3. Build rapport with all in-house guests and maintains interaction in order to facilitate guest recognition and obtain specific individual needs, likes and dislikes in order to maintain guest history files. Update all the guest preferences in the Opera system and make sure that any related departments follow up accordingly. 4. Spot Check Daily Arrival and Stay over rooms and all outlets set ups as per standards. Co-ordinates with Housekeeping to ensure that rooms are serviced according to guest requirements and vacant rooms are cleaned according to arrival schedules. 5. Ensure that the guest leaves the hotel with total satisfaction and, if there is any unsatisfactory incident, Hotel Manager or General Manager, has met the guest to solve the problem and apologize to the guest personally. 6. Working with Food and Beverage Teams for all special events and occasions. 7. Act as hotel champion for loyalty program, including ALL Accor Live Limitless, withBanyan and Sanctuary members. Ensure that operations team are aware and deliver benefits to recognize guest’s status. 8. Controls the maintenance and updating of guest history files and disbursement of relevant information ensuring guest requests and preferences are implemented whenever possible. 9. Ensures accurate and up to date information is available including F&B promotions, spa promotions, housekeeping services, guest’s activities, tours and sightseeing, and makes the necessary bookings. 10. Ensures that employees are selected, trained, evaluated, and rewarded in compliance with existing employee management systems. 11. Coaches, counsels, disciplines and develops subordinate employee s. 12. Review arrival information on a daily basis, VIPs, regular guests, loyalty members, long staying guest, groups, special requests etc. Follow up with relevant departments. 13. Seek opportunities to continually improve guest service, develop rapport to offer personalized service. 14. Encourage team and maintain working environment within and inter-department with positive energy. 15. Ensure and encourage team for awareness of safety and security, cleanliness, staff grooming and uniform. 16. Responsible for all Front Office areas in the absence of the Villa Manager. 17. Carry out other tasks as directed by Director of Rooms, Front Office Manager.

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