Guest Experience Manager

Human Resources Operations Manager at Sheraton Grand Hotel, Dubai

POSITION PURPOSE

• The Guest Experience Manager is responsible for overseeing the Club Rooms, lounge, and Community operations at Sheraton Grand Hotel. This role combines operational excellence with brand-driven guest engagement, ensuring a seamless and elevated Sheraton experience.
• This role activates key Sheraton public space proof points and programming including the Community Table, Studios, Booths and the Coffee Bar&More which enable guest productivity and connectivity and foster a sense of community, delivering on the Sheraton experience.
• Responsible to facilitates connectivity between guests and the local community by forming and managing partnerships with local businesses and organizing lobby events that promote the learning and growth of our guests.
• Drives profitability in the transformed Sheraton public space and is empowered to use their discretion to elevate and deliver personalized guest service with a community mindset – critically important as a core value of the Sheraton brand.
• Responsible for short and long term planning for the Club operation and assuring a continuous update with Sheraton Standards and training activities to the club team members.
• Recommends budget and manage expenses/margins within approved budget constraints.
• Follows and implement Sheraton Club program as per Brand Standards/Guidelines.
• Provides personalized branded experience to club guests.

ESSENTIAL FUNCTIONS

• Guests Communications as per VIP/Club service leader guide.
• Ensure that services provided are in harmony with our Sheraton core values (warm, connecting and Community)
• Monitor club rooms and suites inventory and ensure maximum availability on daily basis to maximize room revenue.
• Manage and operate the business facilities and club lounge meeting room.
• Take the necessary action to ensure FFE in the club lounge is well maintained.
• Prepare a daily P&L summary for Sheraton Club performance.
• Ensure Sheraton Club lounge amenities and daily F&B program is on time, food is fresh and presentation is on brand.
• Ensure that Club and Suites arriving guests receive their amenities and GPS as per preferences prior to arrival.
• Perform In Room personalized check in for all Suite booked Guests.
• Ensure and enforce delivering of an on brand arrival/departure and Sheraton Club Lounge experiences throughout every Club and Suites guests stay.
• Ensure the full compliance and implementation of the WELCOME upon Check in and FAREWELL upon check out.
• Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the LRA inspection
• Live and enforce activating of Sheraton Brand Differentiators (Sheraton Sweet Sleeper Bed, Sheraton Fitness by EXOS, Sheraton Social hour, Sheraton Link by Microsoft and Sheraton Club).
• Ensure a 100% daily usage of the Master Arrival Report to deliver GPS initiative successfully to our club guests.
• Ensure Bonvoy Enrolment daily, MTD and YTD goals are not only met but exceeded.
• Support thoroughly the MGS up selling activities and achieve the daily, monthly and yearly set goals.
• Support thoroughly to achieve the COFC daily, monthly and yearly goal.
• Support thoroughly to achieve the MAGC daily, monthly and yearly goals.
• Ensure smooth and clear communication between Club GSAs and all other FO, HK, club and Room service associates.
• Ensure compliance with PCI policies.
• Ensure rooms allocation are made according to guest preferences and requests and based on the information available in Master Arrival Report.
• Ensure Club GSAs acquire the proper product and service knowledge needed and passed all required trainings to perform their job properly.
• Ensure Club GSA appraisal and PMP are made on a timely manner using the right PMP forms.
• Ensure that club and suites guests’ requests are fulfilled and closed in GXP within 15 minutes as average response time.
• Ensure guests defects are logged in GXP and handled in 15 minutes. Follow up call are made to the guest within 30 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
• Use GXP to update club and suites…