Guest Experience Manager - CP
People
•Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
•Guest Experience Manager to inspect the condition and cleanliness of hotel vehicles on daily bases
•Assure that Hotel entrance and Public Area are to be kept clean at all times
•Guest Experience Manager personally review the activities and events of the hotel and assure proper preparation at all times
•Guest Experience Manager to personally review VIP in house guests list and arrival list and VIP Rooms allocations
•Perform a minimum of 5 courtesy calls per day and log it in Guest Relations logbook
•Encourage guest to post their reviews on Trip-Advisor and Facebook
•Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, maintenance, as per hotel standards
•Upsell late Check-Out
•Check on daily bases on staff Hygiene and assure all staff are compliant with grooming and Hygiene standards
•Train colleagues on regular bases and assure that all Front Office colleagues are well trained and implementing the Hotel / Front Office policies and procedures particular the Credit Authorization Policy
•Guest Experience Manager to carry total responsibility to ensure all city-ledger invoice are supported with correct back-up document LPO (letter Purchase Order)
•Guest Experience Manager ensures 100% compliance of brand standards for Guest arrival experience such as greeting and calling guest by name
•Guest Experience Manager must assure that all guest feedback is logged in the FO log book prior to leaving duty / shift turnover with proper communication in place
•Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
•Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
•Provides functional assistance and direction to all departments.
•Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
•Supervises and directs Reception and Reservations personnel.
•Supports and assists Front Office personnel and all departments at peak periods.
•Ensures VIPs and priority club guests receive special attention
•Inspects front of house and back of house regularly for cleanliness.
•Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
•Provides input for Front Office meetings.
•Promotes inter-hotel sales and in-house facilities.
•Checks billing instructions and monitors guest credit
•Analyses and approves discounts and rebates.
•Analyses the rate variance report to ensure rooms revenue control
•Takes action with the Property Management Systems (PMS) in emergency situation.
•Ensures front line staffs comply with FIT Marketing techniques and maximize sales.
Responsible Business
•Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
•Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
•Perform other duties as assigned. May also serve as manager on duty
Accountability
•This job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a team
Financial Management
•Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure
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