This position has as key objectives the continuous improvement and operational implementation of the Guest Experience and online reputation of the hotel by monitoring daily experience performance and Guest feedback, representing the Guest within the hotel and achieve positive results and Guest Experience targets. She/he will ensure full compliance of the Brand Assurance Program at the property, the implementation and follow-up of brand essentials (standards) and quality programs, including related training, with the aim of ensuring brand consistency and excellence, while supporting optimal Guest Experience, increased satisfaction and loyalty.
Responsibilities
Voice of Guest
As the project leader, he/she should lead and grow all Guest Experience initiatives within the property
Focuses on guest satisfaction when identifying business improvement opportunities
Represent the guests’ voice within the hotel; centralize and analyse all available guest feedback concerning hotel products and services
Encourage staff to invite guests to answer to the hotel guest satisfaction survey
Fully master guest satisfaction tools to monitor and drive the Reputation Performance Score (RPS) as well as CompIndex
Manage responses to all guest feedback
Performing root-cause analysis in each touchpoints, problem resolution & prevention plans, following-up on necessary actions and implementation
Deep Dive on Member’s experience and satisfaction and work closely with the loyalty activist
Operational: Guest Service
Has regular and close interactions with hotel guests to collect feedbacks and ideas
Ensure VIP guests’ experience meet expectation from pre-arrival to departure
Train, direct and monitor guest relation team performance to ensure all standards and operation procedures are adhered to
Takes pride in delivering a high quality service
Exhibit problem solving skill in efficient and timely manner, has ability to recover guest experience from negative into positive one
Allows and supports team members to resolve internal and external guest service issues
