Guest Experience Director

As the Guest Experience Director/ Manager, you will be responsible for performing the following tasks to the highest standards:

• Responsible to achieve Guest Experience KPI s such as Stay Experience, HH member experience, QA audits and Review Site Index scores.
• Build a culture of Guest delight at any guest touch point in the hotel.
• Build a Core Team of Guest Experience Champions at the hotel and roll out Guest Related Brand initiatives as and when needed.
• Assist to oversee daily operations in all Guest Experience team, drive departmental objectives for self and team, ensure effective communication and working in a team to reach department KPIs.
• Create a WOW experience of guests, elevating on guest experience - inclusive of high impact touch points and consistently meet and exceed guests and VIP expectations.
• Support service recovery initiatives in conjunction with concerned departments
• Conducts monthly audit to ensure compliance with company and brand standards.
• Support LD Manager in doing the Quality Meet and driving quality audits.
• Lead the Guest Experience initiatives to ensure that appropriate training is conducted for team members and guidance provided to perform on their task.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. To deliver our customer promise Make it Right Before during and after the stay.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Models service behaviors that meet or exceed guest expectations.
• Attend departmental briefings regularly to share and advise the team of any updates related to guest experience.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and guest care to team members and guests.
• Develop and maintain relationship with VIP guest and special attention guests, recognizing their preferences and ensuring attention are met and ensure information are shared across the hotel departments.
• Undertake daily MOD responsibilities when scheduled.
• Get familiar with hotel operating system especially OnQ PMS, Kipsu, HotSOS, FCS
• Undertake tasks as required from by General Manager
• Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for

At least 2-3 years of experience in a senior customer experience role in the services sector