Guest Experience Manager (Hotel)

Công việc cụ thể là gì?

KEY RESPONSIBILITIES 1. Guest Experience Management - Oversee the full guest journey (pre-arrival, in-house, post-stay). - Ensure service standards are consistently implemented across all touchpoints. - Proactively identify and resolve issues impacting guest experience. 2. Feedback & Reputation Management - Monitor and analyze guest reviews on OTA platforms (Booking, Agoda, Google, TripAdvisor, etc.). - Handle negative feedback and sensitive cases directly. - Provide actionable insights and improvement plans based on guest feedback. 3. Personalization & Service Excellence - Design and implement personalized guest experience programs (VIPs, returning guests, long-stay guests). - Coordinate with departments to deliver memorable moments (room setup, amenities, surprises). - Leverage guest data to enhance experience and drive upselling opportunities. 4. Training & Team Development - Train staff on service standards, guest engagement, and problem-solving skills. - Ensure Front Office, Bell team, and F&B team align with guest experience strategies. - Foster a strong guest-centric service culture across departments. 5. Cross-functional Coordination - Act as a key liaison between Front Office, Housekeeping, Engineering, and F&B team. - Ensure all guest requests are handled efficiently and promptly. - Identify recurring issues and work with relevant departments on long-term solutions. 6. Performance Monitoring & Reporting - Track key metrics: Guest Satisfaction Score, Review Score, NPS, complaint ratio. - Prepare regular reports with insights and improvement actions. - Set and monitor KPIs related to guest experience performance. • Cấp bậc: Quản lý • Loại công việc: Toàn thời gian