Guest Experience Manager (GEM)

• Manages the Guest Relations function and partners with GM, Leadership team and managers to address, respond and resolve all guest issues while guests are still in-house.
• Supports operations of hotel by managing director and guest relations, and analyses key metrics to help improve overall guest satisfaction.
• Assists the GM & Vice President - Operations in resolving and responding to guest issues received through correspondence or submitted through Owner Services, the Guest Satisfaction Survey.
• Follows-up with guests who expressed a concern/issue to ensure complete satisfaction; composes response letters and tracks in the appropriate system(s).
• Performs daily hotel inspections to include a combination of common areas, amenities, outlets, and guest units. Documents the condition of these areas and shares with appropriate leadership.
• Coordinates Manager on Duty efforts for the entire week ensuring the hotel has proper coverage on all shifts throughout the week.
• Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction.
• Communicates trends in data to hotel leaders.
• Develops and maintains action plans for addressing trends in guest/customer relations issues and assists in monitoring the progress of various departments.
• Actively participates in hotel initiatives to reduce guest “problems” and drives improved problem resolution.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Engages all departments in hotel operations to ensure plans and actions are in place and current in order to meet the needs and expectations of Owners and Guests.
• Improves service by communicating with and assisting associates to understand guest needs, and by providing guidance, feedback, and individual coaching when needed.
• Acts as the Service Champion for the hotel and seeks out opportunities to enhance the guest experience in all areas of the hotel.
• Strives to improve service performance in all departments.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviours of employees and provides feedback to individuals and/or managers.
• Develops the hotel’s Pre-arrival call process consistent with the company’s expectations
• Manages the Pre-arrival process on an ongoing basis.
• Informs and/or updates executives, peers and subordinates on relevant guest relations information in a timely manner.

CANDIDATE PROFILE

Education and Experience: Minimum 2-year Hotel Management Diploma / Graduation from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration with year experience in the guest services, front desk, or related professional area.