Guest Experience Manager

Take care of the online reputation of the hotel and its follow up on the websites and OTAs (analysis of comments, and reply).
Participate in rooms inspections (random and VIP) .
Assigning amenities to VIP clients (according to personal preferences).
To look after the attraction and monitoring of the customers at the hotel and ensure the welcome and the delivery of their benefits and their reconnaissance during their stay.
Promote, coordinate, and implement ideas to improve the sustainable development and to increase the social contribution (inform to the customers through different channels).
To deal with all customer complaints (during and post stay).
Participate actively to design the strategy to increase additional incomes (upselling).
Manage the external communication plan (hotel channel, check in, lobby screen, digital frames, etc.).
Creates the activities program for KIDS and Adults. Ensure the assistance of the guests
Prepare an action plan on the results of the customer satisfaction, with Heads of Department and General Manager.
Participate in the organization of the events (setup of the meeting room).
Analyse the results of the customer satisfaction (Trust You).
Give support to the General Manager of the hotel (Manager on duty, specific projects, pilot projects, etc.).
To give inductions and re- inductions to the associates.
Guarantees the product, service standards, and Brand (Ascott) Image in the resort (implements and controls) knows and conveys to the associates the Brand (Ascott) Service Culture and monitors the implementation of the culture, the operating procedures and storytelling with phraseologies).
Interacts with guest to exceed their expectations and increase their satisfaction and loyalty
Prepare an action plan following the check list of the Brand standards and follows up the Mystery Guest visit report, with Heads of Department and General Manager.
Promote and support the Recognition Plan of the hotel.
Responsible for creating the best guest experience, ensuring guest satisfaction and loyalty
Manage the internal communication plan (briefings with HOD, training, and shares the guests’ comments)

- Required languages: Fluent in Korean and English (Both speaking and Writing)
- Good at public speaking
- Skills: Team Leadership, Negotiation, Problem Solving, Time Management, Training & Coaching;
- Experience in customer service skills
- A minimum of 1- year experience in a similar role.
- Strong administration & organizational skills with outstanding attention to detail.
- Self- motivated, friendly, good interpersonal skills.

Being provided with meals and uniforms
Engaging in professional working environment
Having opportunity to enhance expertise knowledge
Joining in trainings to boost work performance

Cập nhật gần nhất lúc: 2024-04-03 12:07:38