Job Description
People
•
style="font-size: 12pt;">Reports directly to and communicates with the Front
Office Manager on all pertinent matters affecting guest service and hotel
operations.
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style="color: black; font-family: Arial;">Guest
Experience Manager to inspect the condition and cleanliness of hotel vehicles
on daily bases
•
style="font-size: 12pt;">Assure that Hotel entrance and Public Area are to
be kept clean at all times
•
style="font-size: 12pt;">Guest Experience Manager personally review
the activities and events of the hotel and assure proper preparation at all
times
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style="color: black; font-family: Arial;">Guest
Experience Manager to personally review VIP in house guests list and arrival
list and VIP Rooms allocations
•
style="font-size: 12pt;">Perform a minimum of 5 courtesy calls per day and log
it in Guest Relations logbook
•
style="font-size: 12pt;">Encourage guest to post their reviews on Trip-Advisor
and Facebook
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style="color: black; font-family: Arial;">Inspect
a minimum of two rooms per day covering all aspects related to cleanliness,
settings, room condition, maintenance, as per hotel
standards
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style="color: black; font-family: Arial;">Upsell
late Check-Out
•
style="font-size: 12pt;">Check on daily bases on staff Hygiene and assure all
staff are compliant with grooming and Hygiene standards
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style="font-size: 12pt;">•Train colleagues on regular bases
and assure that all Front Office colleagues are well trained and implementing
the Hotel / Front Office policies and procedures particular the Credit
Authorization Policy•
style="font-size: 12pt;">Guest Experience Manager to carry total responsibility
to ensure all city-ledger invoice are supported with correct back-up document
LPO (letter Purchase Order)
•
style="font-size: 12pt;">Guest Experience Manager ensures 100% compliance
of brand standards for Guest arrival experience such as greeting and calling
guest by name
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style="color: black; font-family: Arial;">Guest
Experience Manager must assure that all guest feedback is logged in the FO log
book prior to leaving duty / shift turnover with proper communication
in place
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style="color: black; font-family: Arial;">Monitor
front office personnel to ensure guests receive prompt, cordial attention
and personal recognition
•
style="font-size: 12pt;">Supervise the Front Office team to ensure optimum
occupancy and average room rate for the purpose of maximizing
revenue
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style="color: black; font-family: Arial;">Provides functional assistance and direction to all
departments.
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style="color: black; font-family: Arial;">Reacts
to situations to ensure guests receive prompt attention and personal recognition
throughout the hotel
•
style="font-size: 12pt;">Supervises and directs Reception and Reservations
personnel.
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style="color: black; font-family: Arial;">Supports and assists Front Office personnel and all departments at peak
periods.
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style="color: black; font-family: Arial;">Ensures
VIPs and priority club guests receive special attention
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baseline; word-break: normal;">
style="font-size: 12pt;">•Inspects front of house and back of house
regularly for cleanliness. •
style="font-size: 12pt;">Monitors appropriate standards of conduct, uniform,
hygiene, and appearance of staff.
•
style="font-size: 12pt;">Provides input for Front Office
meetings.
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style="color: black; font-family: Arial;">Promotes inter-hotel sales and in-house
facilities.
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style="color: black; font-family: Arial;">Checks
billing instructions and monitors guest credit
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baseline; word-break: normal;">
style="font-size: 12pt;">•Analyses and approves discounts
and rebates.
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