Assistant Guest Experience Manager İş İlanı
İşveren Hakkında
QUALIFICATIONS AND JOB DESCRIPTION
Duties and Responsibilities
To contact the guest after reservation is made to determine their preferences and to anticipate their needs (obtain preferences for pillow, newspapers, dietary requirement, organizing tours, errands, etc.).
To assist Guest Experience Manager in profile reviews for the Guest Experience team
To assist Guest Experience Manager with hiring colleagues
To ensure all standard operation procedures are accurate and fulfilled
To ensure all FLHSS&S requirements are in line with the MOHG standards
To manage guest feedback and strife to anticipate guest needs.
To ensure the awareness of the arrival details, such as the arrival time
To proactively seek guest preferences and record them.
To communicate guest preferences and feedback with relevant department.
To undertake guest room moves where guest is present.
To carry out errands on behalf of guest.
To greet guest upon arrival for introduction and rooming.
To prepare arrival suite according to known preferences as well as amenities.
To organise guest’s departure, offer the service for packing a night before or an appropriate time preferred by guests. To check the room after departure for any left behind items.
To coordinate with Housekeeping on preferred time for mini-bar replenishment, make up room, turn down service as well as ensure laundry is done accordingly and checked before returning to the wardrobe.
To assist in handling guest calls and acting upon them in a professional & courteous manner. Communicate all guest compliments, comments, observations and complaints to relevant departments and ensuring follow up.
To assist the Guest Experience Team in the day to day Departmental/ Hotel operations.
To assist with guest IT requests where required in absence of IT Dept.
To be fully informed of all guest arrivals and in-house guests, ensuring that their requests and preferences are acted upon and shared with all relevant departments.
To contact the guest after departure and thank for their stay and advice of being contacted directly for future bookings
To ensure good maintenance in all guest experience ambassador suites by doing regular walk arounds and inspections
To maximize the revenue and occupancy of all ambassador suites
To comply with all LQE’s & MO Special touches.
To present a professional image by maintaining the Hotel’s grooming standards.
To undertake and promote training and development.
To work in conjunction with other departments, very closely, proactively and in a synergized manner.
Requirements
At least 5 years of relevant experience in luxury community or hotel
Fluency in English written and verbal communication
Excellent communication skills in all aspects: verbal, written and non-verbal
Professional and appropriate business appearance and presentation
Quality driven with a passion for excellence.
Must possess excellent organizational and administrative skills and interpersonal skills
Approachable, open-minded and fair
