Guest Experience Manager

Company Description

Overlooking the scenic South China Sea, an hour away by ferry from Singapore, Mövenpick Resort & Spa Bintan Lagoon will introduce Swiss-inspired hospitality to Bintan in celebration of Mövenpick's rich culinary legacy. The resort is set to be the new beach getaway destination for all generations with standout facilities, including 420 rooms & suites, two golf courses, three lagoon swimming pools, unique restaurant concepts, a two-storey beach club, and spacious event spaces. Wellness will also be an integral part of the resort experience, with a vast wellness and recreation village that will feature a gym, a spa, and Kid Club.

Job Description

1. Take charge of the entire front office operations in the absence of Front Office Manager and Asst. Front Office Manager.
2. Supervise and lead the front office functions. Personally take charge of the guest relations team.
3. Develop high quality of positive relationships with all guests, peers, team members, business partners, and potential clients.
4. Champion the hotel online and offline reputation.
5. Take ownership of guest voice through TrustYou platform. Reply to guest feedback across all platforms and channels appropriately and in a timely manner. Investigate guest comments when necessary.
6. Ensure the integrity of online ratings such as TripAdvisor.
7. Analyze guest feedback and identify areas of improvement. Communicate with concerned department heads and drive action plans.
8. Utilize all guest feedback platforms to analyze trends, eliminate issues, and prevent problems.
9. Review industry trends for new and innovative product and service opportunities.
10. Lead the quality meeting.
11. Champion the hotel brand standards. Work with all department heads to ensure that all areas are compliant and yearly audits are passed successfully.
12. Internally audit the hotel periodically.
13. Champion the employee recognition program to drive further guest engagement.
14. Champion the ‘Sparkle’ program. Encourage other departments to participate in delivering elevated guest experiences.
15. Conduct regular meetings with associates to check on their service sequences, product knowledge, and other relevant information.
16. Obtain feedback from guests and employees then propose strategies to improve the guest experience.
17. Control monthly guest gratuities cost.
18. Monitor the entire VIP experience.
19. Responsible for overseeing pre-arrival and post-departure queries.
20. Ensure that Evalpack procedures are well implemented and respected. Ensure that invoicing and cash operations procedures are respected.
21. Ensure employees are representative of the brand. Grooming is in accordance with standards.
22. Spot check guest rooms randomly and make a report to ensure rooms are free of defects and fully functional.
23. Maintain a constant, visible physical presence in public areas especially during peak periods.
24. Handle complaints, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others.
25. Monitor and check room allocation for VIPs, elite members, and repeaters.
26. Welcome and bid farewell to VIPs.
27. Relieve Duty Manager shift when needed.
28. Monitor the inventory of office supplies of the business center and guest relations.
29. Monitor and maintain a consistent sequence of services.
30. Understand the impact of department’s operations on the overall property financial goals and objectives and manage to achieve or exceed goals.
31. Able to assist front desk operations when required.
32. Ensure the whole team is up to date with the sales priorities for the day, room inventory, and business forecast.
33. Ensure that the team is perfectly aware of all the offers available in the hotel and promotes them to the guests.
34. Familiar with the hotel's environment and competing hotels.
35. Ensure that the loyalty program is promoted and endorsed positively to drive enrollment.
36. Enforce hotel policies when required.
37. Spot check on team members’ product knowledge and document any areas of improvement.
38. Spot check the executive lounge periodically and engage with guests during peak periods.
39. Drive upsell and cross-sell initiatives.
40. Ensure that loyalty program retro claims are followed up promptly and do not exceed 1%.
41. Ensure that hotel premises and equipment are always well presented and that they remain in good condition.
42. Maximize revenues and effectively control costs.
43. Ensure the lobby area is always compliant with brand standards.
44. Adhere to all operating standard procedures, hotel policies, and brand standards.
45. Supervise and manage employees. Manage all day-to-day operations. Understand employee positions well enough to perform duties in employees' absence.

Qualifications

1. Vocational diploma or degree in hospitality or business management or equivalent.
2. Prior hotel front office or quality leadership experience in an upscale or luxury environment.
3. Comprehensive knowledge of front office operations, policies, procedures, and expense management.
4. Strong guest service orientation and training skills background.
5. Proven ability to effectively lead, motivate, coach, and develop a team.