Guest Experience Manager - CP

Responsibilities

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• Guest Experience Manager to inspect the condition and cleanliness of hotel vehicles on a daily basis.
• Assure that the hotel entrance and public area are kept clean at all times.
• Guest Experience Manager personally reviews the activities and events of the hotel and ensures proper preparation at all times.
• Guest Experience Manager personally reviews VIP in-house guests list, arrival list and VIP room allocations.
• Perform a minimum of five courtesy calls per day and log them in the Guest Relations logbook.
• Encourage guests to post their reviews on Trip‑Advisor and Facebook.
• Inspect a minimum of two rooms per day covering all aspects related to cleanliness, settings, room condition, maintenance, as per hotel standards.
• Upsell late Check‑Out.
• Check on a daily basis staff hygiene and assure all staff comply with grooming and hygiene standards.
• Train colleagues regularly and assure all Front Office colleagues are well trained and implementing the hotel/Front Office policies and procedures, particularly the Credit Authorization Policy.
• Carry total responsibility to ensure all city-ledger invoices are supported with correct backup documents (LPO).
• Ensure 100% compliance with brand standards for guest arrival experience such as greeting and calling guests by name.
• Ensure all guest feedback is logged in the FO log book prior to leaving duty/shift turnover with proper communication in place.
• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition.
• Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
• Provide functional assistance and direction to all departments.
• React to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Supervise and direct Reception and Reservations personnel.
• Support and assist Front Office personnel and all departments at peak periods.
• Ensure VIPs and priority club guests receive special attention.
• Inspect front of house and back of house regularly for cleanliness.
• Monitor appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provide input for Front Office meetings.
• Promote inter‑hotel sales and in‑house facilities.
• Check billing instructions and monitor guest credit.
• Analyze and approve discounts and rebates.
• Analyze the rate variance report to ensure rooms revenue control.
• Take action with the Property Management Systems (PMS) in emergency situations.
• Ensure front‑line staff comply with FIT Marketing techniques and maximize sales.

Responsible Business

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Perform other duties as assigned. May also serve as manager on duty.

Accountability

• This job is the top Front Office job and may report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee a team.
• Under the assistance of the senior Finance Manager coordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure.