Responsibilities

• Guest Experience Management:

• Ensure the highest levels of hospitality and guest satisfaction by overseeing all guest touchpoints.

• Proactively identify opportunities to enhance the guest experience and implement appropriate improvements.

• Address and resolve guest concerns or complaints promptly and professionally, ensuring a positive outcome.

• Team Leadership:

• Lead and train a team of hospitality staff to deliver superior guest service.

• Provide coaching and guidance to staff, fostering a culture of service excellence and continuous improvement.

• Monitor staff performance and provide feedback to ensure high standards are maintained.

• Guest Delight Initiatives:

• Design and implement programs that enhance the overall guest experience and guest loyalty.

• Collaborate with cross-functional teams to introduce innovative ideas that align with guest expectations.

• Track guest satisfaction metrics, analyse feedback, and drive initiatives to improve services.

• Operations Management:

• Oversee day-to-day operations of guest services, ensuring that all areas are well-maintained and operating efficiently.

• Manage guest booking systems, check-in/check-out processes, and any other operational touchpoints.

• Ensure compliance with all health, safety, and hospitality regulations.

• Event Coordination and Special Requests:

• Organize and manage events or special guest requests to provide a personalized experience.

• Coordinate with external vendors or partners as necessary to meet the needs of high-value guests.

• Feedback and Continuous Improvement:

• Collect and analyze guest feedback through surveys, reviews, and direct interactions.

• Develop action plans to address any service gaps and enhance overall guest satisfaction.

• Regularly update senior management on guest satisfaction metrics and proposed improvements.

Requirement:

• Excellent interpersonal and communication skills.

• Strong leadership and team management abilities.

• Problem-solving skills and ability to remain calm under pressure.

• Ability to work in a fast-paced environment while maintaining attention to detail.

Qualifications and Education Requirements

Experience