Guest Experience Manager

DUTIES AND RESPONSIBILTIES·        To Check E-mails ·        To get from PMS (Opera) VIP’s arrival list ·        Check the rooms allocation according to VIP’s arrival list in coordination with FO ·        To discuss with GM daily amenities and types of letters/cards·        To send the VIP’s summary of the day to all HOD’s involved·        To key in the necessary information in PMS (Opera guest’s reservations and profiles) ·        To check The Level standards and set ups ·        To inspect VIP’s assigned rooms·        Final room allocation (in case of any changes applicable) in coordination with FO ·        To greet VIP’s and returning guests and guarantee the link between them and GM.·        Incident/complaint management of the day (if applicable) personally or by e-mail/phone. ·        To check the Market Metrix surveys and take the appropriate action ·        To conduct lobby inspection in order to guarantee arquitecture sense perception (sight, smell, sound, touch and taste) and everything in place and correct order.·        To get the following day arrival list to check VIP’s and repeating guests ·        VIP’s classification and amenities assignment. Start preparing letters and cards for the following day Weekly Task ·        To conduct random check of the Mystery Guest standards in the different Departments. (Phraseology, steps to follow, attitude towards guests etc.) ·        To conduct different areas Hotel inspection (focused on the front of the house) and bring up issues if applicable, support with pictures. ·        To check Market Metrix results and communicate with HOD’s ·        To check Review-pro results and communicate to HOD’s during weekly meeting. ·     To monitor online guest complaints and take the necessary actions (Tripadvisor, Agoda, Bookings, Expedia, and other OTA’s and websites) ·        To check Story Telling in place and explore new options/ update current ones. Monthly TasksQUALIFICATIONS AND REQUIREMENTS ·  University Diploma or Degree ·  (Degree in Public Relations, Hospitality, Mass Communication, Marketing (or similar studies) ·   Knowledge of 2 languages (English is mandatory) SPECIFIC KNOWLEDGE: ·   Customer Service ·   Knowledge of Microsoft Office ·   2 years of minimum experience in Hospitality Industry in a management position in a      Customer Service department.