Guest Experience Manager

**About us**
At **InterContinental® Hotels & Resorts** our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.

At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.

Join our team as our **Guest Experience Manager **in **InterContinental Singapore Robertson Quay**. You’ll have ambition, talent and obviously, some key skills. Reporting to the Hotel Manager, we’re looking for someone who:
**Your day to day**
Responsible for supporting the hotel operation in the role of Manager on Duty for driving Owner and Guest Relations at the hotel, and for analysing key metrics to help improve overall guest satisfaction.

Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.

Engages all departments in hotel operations to ensure plans and actions are in place and current to meet the needs and expectations of Owners and Guests.

Acts as the “Service Champion” for the hotel and seeks out opportunities to enhance the guest experience in all areas of the hotel.

**CORE WORK ACTIVITIES**

Managing Guest Relations Functions

Manages the Guest Relations function and partners with GM, HM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house.

Supports operations of hotel by managing owner and guest relations, and analyzes key metrics to help improve overall guest satisfaction.

Manages the guest journey from Pre-arrival to post departure process on an ongoing basis.

Assists the GM & Hotel Manager in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey, the Customer Relations and Communications group or the Guest Relations group.

Follows-up with guests who expressed a concern/issue to ensure complete satisfaction; composes response letters and tracks in the appropriate system(s).

Performs daily hotel inspections to include a combination of common areas, amenities, outlets, and guest units. Documents the condition of these areas and shares with appropriate leadership.

**Leading Efforts to Reduce Guest Issues**

Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.

Communicates trends in data to hotel leaders.

Develops and maintains action plans for addressing trends in guest/customer relations issues and assists in monitoring the progress of various departments.

Actively participates in hotel initiatives to reduce guest “problems” and drives improved problem resolution.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

**Ensuring and Providing Exceptional Customer Service**

Improves service by communicating with and assisting associates to understand guest needs, and by providing guidance, feedback, and individual coaching when needed.

Acts as the “Service Champion” for the hotel and seeks out opportunities to enhance the guest experience in all areas of the hotel.

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere.

Strives to improve service performance in all departments.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Responds to and handles guest problems and complaints.

Observes service behaviors of employees and provides feedback to individuals and/or managers.

**What we need from you**
Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 2 years of Front Office/Guest Service experience including management experience. He/ She have to be able to speak fluent English. Other languages preferred

This job requires ability to perform the following:

- Operate various property management and reservations systems, etc.
- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
- Problem solving, reasoning, motivating, organizational and training abilities are used often.
- May be required to work nights, weekends, and/or holidays.

**What