Guest Experience Manager

As an ideal candidate for the position, you will be responsible for the following: Role Overview: - Assist in the development and implementation of Guest Experience Policies, Operating Procedures, and Training Programs for the Guest Experience Team. - Ensure all divisions take accountability for Guest Experience and Engagement at the hotel. - Maintain a daily checklist for assigned tasks. - Coordinate with Guest relation directors for synergy in the Guest Experience Program. - Act as the primary point of contact for guest complaints and grievances. - Interact with guests to gather feedback on services provided. - Handle guest queries and complaints, striving for guest delight. - Manage the Guest Experience Department efficiently as per the concept statement. - Champion the Net Promoter Score and Trip Advisor ranking. - Review and address incidents and reports in the Daily Logbook. - Stay updated on information about other Leela properties and Brand IPs. - Drive Up-Selling, Cross-Selling, and revenue-enhancing initiatives. - Participate in formulating the Guest Experience Budget. - Contribute to the Training and Development of Leela Leadership Development Management Trainees and Service associates. - Respond effectively in hotel emergencies or safety situations. Qualification Required: - Hotel Management degree Key Responsibilities: - Assist in developing Guest Experience Policies, Procedures, and Training Programs - Maintain daily checklist for assigned tasks - Act as primary point of contact for guest complaints - Interact with guests to gather feedback - Manage Guest Experience Department efficiently - Review and address incidents in the Daily Logbook - Drive revenue-enhancing initiatives - Participate in Training and Development programs Additional Details: - The company is an Equal Opportunity Employer and prefers a female candidate for this position.,