Guest Experience Manager - CP

People

• 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 log book 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.

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
• Perform other duties as assigned. May also serve as manager on duty

Accountability

• This job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a team

Financial Management

• Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure

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