Guest Experience Manager - CP

About this opportunity

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations. • Guest Experience Manager to inspect the condition and cleanliness of hotel vehicles on daily bases • Assure that Hotel entrance and Public Area are to be kept clean at all times • Guest Experience Manager personally review the activities and events of the hotel and assure proper preparation at all times • Guest Experience Manager to personally review VIP in house guests list and arrival list and VIP Rooms allocations • Perform a minimum of 5 courtesy calls per day and log it in Guest Relations logbook • Encourage guest to post their reviews on Trip-Advisor and Facebook • Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, maintenance, as per hotel standards • Upsell late Check-Out • Check on daily bases on staff Hygiene and assure all staff are compliant with grooming and Hygiene standards • Train colleagues on regular bases and assure that all Front Office colleagues are well trained and implementing the Hotel / Front Office policies and procedures particular the Credit Authorization Policy • Guest Experience Manager to carry total responsibility to ensure all city-ledger invoice are supported with correct back-up document LPO (letter Purchase Order) • Guest Experience Manager ensures 100% compliance of brand standards for Guest arrival experience such as greeting and calling guest by name • Guest Experience Manager must assure that all guest feedback is logged in the FO logbook prior to leaving duty / shift turnover with proper communication in place • Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition • Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue • Provides functional assistance and direction to all departments. • Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel • Supervises and directs Reception and Reservations personnel. • Supports and assists Front Office personnel and all departments at peak periods. • Ensures VIPs and priority club guests receive special attention • Inspects front of house and back of house regularly for cleanliness. • Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. • Provides input for Front Office meetings. • Promotes inter-hotel sales and in-house facilities. • Checks billing instructions and monitors guest credit • Analyses and approves discounts and rebates. • Analyses the rate variance report to ensure rooms revenue control • Takes action with the Property Management Systems (PMS) in emergency situation. • Ensures front line staffs comply with FIT Marketing techniques and maximize sales.