Guest Experience Manager

About This Role

Lead and inspire a service team, ensuring exceptional guest experiences at a luxury lifestyle hotel. This role involves directly interacting with guests, anticipating their needs, and coordinating with operational departments for seamless service.

Responsibilities

• Serve as hotel ambassador for VIP, long stay, special attention, and celebrity guests.
• Contact guests prior to arrival to determine needs, preferences, and opportunities to personalize their stay.
• Communicate vital guest information to applicable operational departments.
• Coordinate pre-arrival requests and amenities for incoming guests, ensuring all requests are prepared and rooms are ready.
• Greet guests upon arrival and coordinate with operational departments to ensure a seamless guest experience.
• Review guest comments, guest satisfaction results, and other data to identify areas for improvement.
• Oversee management of guest feedback and post-stay communication, responding to and handling guest opportunities and challenges.
• Customize opportunities and experiences for guests above and beyond operational standards.

Requirements

• Minimum of 2 years of similar work experience in hotel operations and guest service
• Excellent verbal and written communication skills
• Flexibility to meet the demands of a 24-hour operation
• Prior experience in a quality luxury hotel brand

Qualifications

• 2+ years of similar work experience in hotel operations and guest service.