MISSION OF THE POSITION:
• Corporate reporting to General Manager
• To create a genuine service attitude for the different contact areas with the guest (before arrival, upon arrival and departure) ensuring quality of product, image and high levels of service.
• The basic mission of the Guest Experience Manager is to create, transmit and impulse sensory experiences, unique, customized and innovative feelings to our guests throughout the members of every operational department.
• The person in charge of giving personality to the Hotel, by creating special ambiences supported by lighting, scent and musical identity in every area of the hotel.
• Also the one in charge of keeping up the image, the projection; ensuring the hotel’s stationary; the internal promotions & special Storytelling Days follow the Booking.
MAIN RESPONSIBILITIES:
• To greet VIP’s and returning guests and guarantee the link between them and GM.
• To send the VIP’s summary of the day to all HOD’s involved
• To inspect VIP’s assigned rooms
• To check Story Telling in place and explore new options/ update current ones. Monthly Tasks
• To check E- mails
• To get from PMS (Opera) VIP’s arrival list
• Incident/complaint management of the day (if applicable) personally or by e- mail/phone.
• To check the level standards and set ups
• To check the Market Metrix surveys and take the appropriate action
• To get the following day arrival list to check VIP’s and repeating guests
• Final room allocation (in case of any changes applicable) in coordination with FO
• To conduct different areas Hotel inspection (focused on the front of the house) and bring up issues if applicable, support with pictures.
• To check Review- pro results and communicate to HOD’s during weekly meeting.
• To conduct lobby inspection in order to guarantee arquitecture sense perception (sight, smell, sound, touch and taste) and everything in place and correct order.
• To discuss with GM daily amenities and types of letters/cards
• To key in the necessary information in PMS (Opera guest’s reservations and profiles)
• To monitor online guest complaints and take the necessary actions (Tripadvisor, Agoda, Bookings, Expedia, and other OTA’s and websites)
• VIP’s classification and amenities assignment. Start preparing letters and cards for the following day Weekly Task
• To conduct random check of the Mystery Guest standards in the different Departments. (Phraseology, steps to follow, attitude towards guests etc.)
• To check the rooms allocation according to VIP’s arrival list in coordination with FO
• To check Market Metrix results and communicate with HOD’s
