Guest Experience Manager

Industry:
Hotels
Department:
Front of House, Other Department
Job Role:
Guest Relations Manager, Guest Relations Officer
Level:
Management, Supervisor
Location:
United Arab Emirates (UAE)
Area:
Dubai
Salary Description:
Competitive Salary and Benefits
Posted:
11-Sep-19
Recruiter:
Hotel Occidental IMPZ Dubai
Job Ref:
10030

The designation is for our Pre-Opening team for our new 4* Hotel located in the heart of Al Jaddaf, Dubai, UAE.

GENERAL SUMMARY:

The Guest Experience Manager is responsible to provide professional and excellent hospitality service to the guests ensuring that their stay with Occidental Hotels will become a memorable experience.

SPECIFIC DUTIES & RESPONSIBILITIES:

• Ensure maximum guest satisfaction through involvement with the guests; exceeds guests’ expectations and meets required standards
• Understand daily hotel operations and activities (total room occupancy, number of arrivals, departure guests, and VIPs)
• Be knowledgeable on hotel services, operational hours, amenities, functions, and ongoing promotional activities (if applicable). Responds to guest requests for information on local areas of attractions and landmarks
• Available in the lobby to assist guests at all times; meets and greets VIP guests as necessary and whenever possible
• Handle guest requests in a professional way to ensure maximum guest satisfaction
• Coordinate with other departments in handling and preparing special requests such as anniversary, honeymoon, and birthday set-ups, etc.
• Make preparation for the VIP guests, repeat guests, and MyBarcelo members for complimentary food and beverage and extra amenities which should be planned accordingly
• Monitor and control guest amenities inventory and stocks
• Review guest feedbacks and comments through Trip Advisor, Booking.Com, Expedia, Agoda, Hotel Survey and contact guest for corrective action if needed
• Responsible for preparing reports including daily Hotel report, guest satisfaction report. online review scores and Barcelo survey scores report, etc.
• Conduct courtesy calls to guests, ensure all VIP guests amenities are properly placed in the room
• Coordinate with Front Office regarding all the requests relating to transportation when neede/requested
• Ensure that the management is fully informed of all issues and unusual matters with regards to guests at all times
• Greet and escort arriving VIP guests, repeat guests, and MyBarcelo members
• Demonstrate a high level of customer service at all times
• Project a professional manner with an emphasis on delivering excellent hospitality service

Contact Details:
Hotel Occidental IMPZ Dubai
Tel: .
Contact: HR Department

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