Guest Experience Manager

2 weeks ago

Singapur, Singapore The Standard Hotel Full time

Responsibilities:

Primary liaison between guests and The Standard, Singapore. Participate in New Hire Orientation. Review today, next day arrivals (three days on the weekends), and all departures to research guest information and update guest profiles in Opera system. Communicate with Reservations, Housekeeping team any arriving, in house, or departed guests that might be of interest of the brand or potential frequent clients. Prepare VIP reports and distribute to Executive Office and GM. Assign VIP rooms and communicate with all departments. Be Knowledgeable about all VIPs in-house, hotel functions and special events. Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g website, Opera PMS and distribute this information within the hotel to all relevant departments by e.g daily guest fact sheets/reports and ensure information is updated in the guest profile. Liaise with RDM and FOM, to prepare tailor-made guests' itinerary when appropriate and coordinate VIP greetings and departures- ahead of time. Approves and facilitates associates 90-day and annual performance reviews. Assists in continuously evaluating the performance of Guest Experience team and takes corrective actions when necessary. Participate in daily staff line ups. Possess the ability to assist colleagues in all job responsibilities – including break coverage. Prepare requests for VIP amenities and ensure communication within all departments for proper delivery, proper placing and look, tracking, and retrieval. Assist to review all guest profile and merging profiles if needed. Consistently communicate with colleagues from other properties to share information, initiatives and information about our guests. Review and maintain all email communication to our guests. Welcome and greet guests, provide property tours, share the knowledge of our brand. Assist to maintain the proper Vibe in all public areas, including lighting, music, etc. Attend morning meetings. Address guests' complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction. Maintain a record of all complaints, feedback, and requests, follow up and inform concerned operating departments. Takes decisions on upgrades/ comps/ rebates etc as per stipulated hotel policies and procedures. Taste the colleagues' meals for quality control. Walking public areas being the Standard Ambassador and ensuring guests are having a great experience. Contact VIP and loyal guests of the brand with pre and post departure emails. Assist with all aspects of new hire integration into the Front Office department = initial orientation, uniform, training schedule, provide & review all necessary material for training, perform progress evaluations every 30 days for first 90 days (written tests, etc.) Maintain Concierge database and prepare Where We Go documents for our guests. Oversee Quality program. Conduct weekly meetings with corresponding departments. Review and respond to guest reviews on Trip Advisor with a focus on decreasing hotel score. Be the point of contact for ownership reservations and requests. Approves and facilitates associates 90-day and annual performance reviews. Assists in continuously evaluating the performance of Guest Experience team and takes corrective actions when necessary.

Shared Managerial Responsibilities:

Cover FOM shifts when needed. Develop and maintain operational standards for all areas of the Front Office = Front Desk, Valet, Reservations. Support and promote all hotel and company programs, policies and procedures. Assist in creating a positive team-oriented environment that focuses on the guest, through colleague development and motivation. Coach colleagues how to effectively handle problem resolution. Build morale and spirit in conjunction with our cultural aspect. Respond properly in any emergency or safety situation involving the hotel and its guests. Actively participate in and attend meetings as requested. Handle projects as assigned to their completion. Must be proactive & take initiative. Review and obtain feedback from the employees.

Qualifications, Knowledge and Skills:

Bachelor's degree in hotel Management/Business Administration Minimum of five years Front office/Guest Service experience including management experience, or an equivalent. Combination of education and experience. Proficiency in English is required to communicate with guests. Proficiency in additional languages is preferred.

Other:

Communication skills are utilised a significant amount of time when interacting with guests and colleagues. Must be able to work nights, weekends, and/or holidays. Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilised frequently. Ability to travel to attend workshops, specialised training and/or certifications, etc.

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