Guest Experience Manager
Posted 1 month ago Expired
This job has expired
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Upload Your ResumeAbout 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.
About Starwood Hotels
Starwood Hotels is a mission-driven luxury hotel brand management company inspired by nature, cultivating eco-conscious design, sustainable architecture, extraordinary comfort, and an unrivaled level of service.