Guest Experience Manager

5 months ago

Jakarta, Indonesia Park Hyatt Jakarta Full time

Summary
- Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
- Ensures that all guest requests and requirements are attended promptly and handled in the correct manner.
- Ensures speedy, accurate and efficient telephone and message service at all times.
- Ensures that communication and co-ordination of all Departments, with particular emphasis on the interactions between (but not limited) Guest Experience Officer and Front Desk, Sales, Housekeeping, Maintenance, Telephone, Security are smooth and efficient.
- Assists in making sure that all Touches of Hyatt and the Rooms Top 20 have been implemented.
- Responds to the results of the consumer audit and ensures that the relevant changes are implemented.
- Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Ensures that the Guest Experience associates work in a supportive and flexible manner with other departments, in a spirit of “We work through Teams”.
- Ensures that the Guest Experience associates work in a supportive and flexible manner with other Front Office Team in a spirit of “We work through Teams”.
- Ensures that all guest details are entered correctly in accordance with the principles of clean data.
- Assists in the recruitment and selection of Guest Experience associates. Follows hotel guidelines when recruiting and use a competency-based approach to selecting associates.
- Oversees the punctuality and appearance of all Guest Experience associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
- Conducts annual Performance Development Discussions with Guest Experience associates, supports them in their professional development goals.
- Plans and implements effective training programmers for all Guest Experience associates in coordination with the Training Manager and Departmental Trainers.
- Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
- Develops the skills and effectiveness of all Guest Experience associates through the appropriate training, coaching, and/or mentoring.
- Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
- Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
- Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
- Ensures that associates have a complete understanding of and adhere to employee rules and regulation.
- Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
- Feedback the results of the Employee Opinion Survey and ensure that the relevant changes are implemented.
- Exemplifies and instils upon the associates the ownership and a sales attitude to maintain awareness of all sales opportunities within the Hotel.
- To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.

**Qualifications**:

- Indonesian Nationality with a degree in Hospitality or Business Management
- Has minimum 2 (Two) years experience in a similar position in 5 (five) stars International Hotel Chain
- Previous experience in Luxury Hotel or international experience are advantages
- Strong in leadership and business acumen
- Excellent English communication skills, strong guest service mindset and people management & development skills

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