Company Description Job Description 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 Qualifications Knowledge and Experience Bachelor's Degree in Hospitality or related areas; Experience in 5-star Hospitality required; Strong background in hotel operations; (minimum of 5 years in hotel operations including at least 2 years as a Duty Manager / Assistant Manager position) Previous experience in the same capacity Strong experience with the setup and management of a Quality Management System; Experience in partnering and working closely with different stakeholders at various levels Additional Information Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
