Guest Experience Manager

Job Description

BASIC PURPOSE:Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.ESSENTIAL FUNCTIONS:-Analyzing customer feedback and providing strategic direction to continuously improve overall rating. -Has a perfect understanding and clear vision of the brands guest promise, is exemplary in their manner and behavior. (GOLDEN RULE)-Is the guests voice within the hotels; centralizes analyses and processes all available information concerning guests perceptions of the services and products provided by the hotel. (GLITCHOLOGY) -Responding to guests needs and anticipating their unstated ones. Overview the Preferences collection and be part of the Preferences Team. (GUEST PREFERENCES POOL) -In collaboration with Front Office Manager, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible.-Analyze standards compliance tools results (e.g. Medallia, LQA, Coyle, glitches, etc.) to identify performance gaps and highlight areas for improvement, and make recommendations to management accordingly. -Maintains the accuracy and consistency of data and information within the Guest Experience tools. -Ensuring and providing flawless, upscale, professional and high class guest service experience. -Establish effective Connection with regular hotel clients -Coordinate and manage communication between guests, staff, and follow up to ensure we resolve customer concerns-Carry out regular standards training and testing for the Guest Relations team, and carry out additional or remedial training if necessary. Ensure all team members maintain high levels of product knowledge and are knowledgeable about the propertys standards and P&Ps.-Conduct Courtesy Calls and implement a system to track the guest contacts on daily basis-Review key guest satisfaction metrics with managers on a regular basis and help them develop and implement strategic action plans in order to enhance the guest experience in their areas. Produce a monthly glitch count report for all operational departments.-Champion internal quality assurance initiatives (e.g. regular room inspections, management walkthroughs of the property, MOD observations), to ensure both the product and service levels match Four Seasons standards and guest expectations.GUEST RELATIONS1. Seeks out opportunities for guest-centric experiences in all outlets of the hotela. Works with the departmental managers to put processes in place to ensure that these opportunities are executed by all employees2. Measures results (challenges, successes, etc.) and communicates on a daily basis during morning briefing3. Oversee and implement Hotel Guest Experience initiatives and ideas4. ELITE Guests :a. Identify all Elite guests in advanceb. Look for new/innovative ways to provide anticipatory servicec. Coordinate among all departments for seamless execution of serviced. Coordinate correspondence with guests pre and post staye. Communicate successes to the Hotel in an effort to keep intensity and focus high5. Highlight and prepare for Curbside Check ina. Assist Reservations and Front Office team to identify guests and achieve a seamless arrival experience for return guests. This can be monitored by setting a goal of 15% of all arrivals as Curb Side guests.b. Communicate successes to the Hotel in an effort to keep intensity and focus high6. Work with Guest Experience Managers on a Global Level to learn from each others successes and failures to develop a consistent product company wide.7. Coaches staff to achieve culture standards & core standards of Guest Experience Executive8. Supervises the activities of the Guest Experience Executive in order to ensure adherence to Four Seasons standards, policies & procedures.GUEST EXPERIENCE ENHANCEMENT & INNOVATION1. Partner with all managers to develop new guest experience program and enhance existing ones (e.g. kids program, amenity program, guest return program, Extraordinary Experiences, etc.).2. Develop and maintain excellent working relationships with third party service providers to ensure the service they provide to hotel guests meets Four Seasons standards and expectations.3. Actively propose and support creative and innovative approaches to products and services that can positively affect the guest experience and generate additional revenue (e.g. special events, promotions, etc.).NON-ESSENTIAL FUNCTIONS:1. Assists with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area.2. Provides Crunch Team assistance throughout the hotel.

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