Summary
Scope and General Purpose of Job: To oversee all Touch Points Guest Signature Experiences, supported administratively by the Guest Service Team. To be the facilitator of the Guest Experience and conduit of information within the Management Team and the Hotel ambassadors and representatives
Responsible to: Director of Rooms
Main Duties:
Customer Service
To ensure that all Guest Experiences employees are aware of hotel’s products and services, current promotions, policies and other important information.
To frequently evaluate the processes in Guest Experiences and the rest of the hotel and come up with new and innovative ways to deliver rare and intimate experience to our Guests
To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
To maintain a presence in key areas of the hotel during times of guest movements, including but not limited to arrival & departure, meal times, special events, and other peak times
To implement consistent guest recognition programs and maintain a relevant guest history database.
To spend time in Guest Experiences areas during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
To ensure that guest history records are accurately maintained
To pro- actively build relationships with guests on behalf of the hotel through by involving the management team by way of introduction at key touch points such as arrival and departure, social spaces, drinking and dining, and events. To assign the management team members as guest contacts during their stays and visits to events and outlets.
To assist in greeting and checking- in VIP and Long Stay guests, or to ensure that they are met by an Assistant Manager.
To ensure that Guest Experiences employees also provide excellent service to internal customers as appropriate.
To ensure that all Guest Experiences ambassadors, representatives and associates deliver the brand promise- service touches and signature experiences- and provide exceptional guest service at all times.
Personnel
To prepare and post weekly work schedules, making sure that they reflect business needs and other key performance indicators.
To conduct annual Performance Development Discussions with Guest Experiences employees, to support them in their professional development goals.
To plan and implement effective training programs for all Guest Experiences employees in coordination with the Training Manager and Departmental Trainers.
To feedback the results of the Employee Opinion Survey and ensure that the relevant changes are implemented.
To support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
To assist in the recruitment and selection of all Guest Experiences employees. To follow hotel guidelines when recruiting and use a competency- based approach to selecting employees.
To encourage employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
To develop the skills and effectiveness of all Guest Experiences employees through the appropriate training, coaching, and/or mentoring.
To support Departmental Trainers through ongoing feedback and assistance at monthly meetings.
To oversee the punctuality and appearance of all Guest Experiences employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
To ensure adherence to quality standards and addressing any issues.
To conduct regular inspections of guest rooms, facilities, and service.
Marketing
To maintain frequent communication with the Brand Marketing Manager/ Director to ensure both are aware of developments inside and outside the hotel in terms of Guest Experiences and feedback.
To obtain information from the Brand Marketing Manager/ Director regarding trends in the local community, including knowledge of key influencers, celebrities, politicians, diplomats and other dignitaries
Operational
To ensure that all guest details are entered correctly in accordance with the principles of clean data.
To work closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
To make sure that Guest Experiences employees work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
To coordinate between departments in order to monitor each guest touch point, especially the Housekeeping Butlers, Food & Beverage, and Front Office.
To monitor service standards in general, working through the respective Head of Department to take corrective action where necessary.
To ensure that all V.I.P. and long stay guests are met on arrival by the appropriate hotel representative.
To be aware of new market trends and service(s) offered by competitor hotels and the industry in general, to “be one step ahead” where appropriate.
To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
To ensure that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre- blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
To carry out any other reasonable duties and responsibilities as assigned.
