Guest Experience Manager (GEM)

Job Description

Skills: Guest Relations, Hospitality Management, Complaint Resolution, Operational Excellence, Cross-Functional Collaboration, Reservation Management, Upselling Techniques, Crisis Management, Manages the Guest Relations function and partners with GM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house. Supports operations of hotel by managing director and guest relations, and analyses key metrics to help improve overall guest satisfaction. Assists the GM & Vice President - Operations in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey. 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. Coordinates Manager on Duty efforts for the entire week ensuring the hotel has proper coverage on all shifts throughout the week. 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. Engages all departments in hotel operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Owners and Guests. 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. 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 behaviours of employees and provides feedback to individuals and/or managers. Develops the hotels Pre-arrival call process consistent with the companys expectations Manages the Pre-arrival process on an ongoing basis. Informs and/or updates executives, peers and subordinates on relevant guest relations information in a timely manner. CANDIDATE PROFILE Education and Experience: Minimum 2-year Hotel Management Diploma / Graduation from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration with year experience in the guest services, front desk, or related professional area. Show more Show less