Director of Guest Experience

Job Description

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Job summary
- Director of Guest Experience will manage and lead the Guest Experience Team. Consisting of the Guest Relations Managers, Suite Ambassadors, and Guest Experience Coordinators. You will be responsible for creating and implementing the various activities associated with the overall guest experience to provide a product and level of service which is consistent and of outstanding value in terms of quality and satisfaction.

Possess a positive demeanor, an in-depth knowledge of all facets of the operation along with a strong sense of attention to detail.

Essential Duties and Responsibilities - (Key Activities)

* Train Guest Relations department in established programs and procedures. Maintain schedules, attendance controller and payrolls to maximize profits.

* Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily basis.

* Coordinate and arrange all welcome, escort and farewell procedure for all guests. Personally welcome all top VIP in the absence of a member of the EC.

* Ensure amenity placement, organize welcome cards for greetings and special occasions.

* Ensure all guest requests, likes and dislikes are collected through the property and documented.

* Inspect arriving guest accommodations. Ensure all standards are met and correct amenity placements as well as any request made by guest prior to arrival. Coordinate and communicate efforts with Housekeeping, Room Service and Engineering, assuring all is in order.

* Develops specific goals and plans to prioritize, organize, and accomplish your work.

* Ability to interact with various departments to ensure all guest requests are completed

* Maintain presence throughout public areas during busy times or when directed.

* Handles complaints, settling disputes, and resolving grievances and conflicts with guests and patrons.

* Assigns guest relations managers to perform Personal assistant / hotel ambassador duties for high profile guests and top 18 suites through their visit.

* Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs.

* Support the hotel philosophy concerning hiring, employee relations, disciplinary action, training, counselling, evaluating, etc.

* Control and monitor payroll and expenditures for department.

* Prepare work schedules for effective staffing, ensuring efficient operation of the department within specific labour standards.

* Constantly monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective personnel.

* Anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

* Assist staff with their job functions to ensure optimum service to guests.

* Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations

* Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

* Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

* Maintain complete knowledge at all times of:

* All hotel features/services, hours of operation.

* All room types, numbers, layout, decor, appointments and location.

* All room rates, special packages and promotions.

* Daily house counts and expected arrivals/departures/ VIP's.

* Room availability status for any given day.

* Scheduled in-house group activities, locations and times.

* All hotel and departmental policies and procedures.

* Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations

* Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

* Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.

* Inspect,…