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 course, three lagoon swimming pools, unique restaurant concepts, a two-storey beach club, 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

• Take charge the entire front office operations in the absence of Front Office Manager and Asst. Front Office Manager.
• Supervises and leads the front office functions. Personally takes charge of the guest relations team.
• Develops high quality of positive relationships with all guests, peers, team members, business partners and potential clients.
• Champion for hotel online and offline reputation.
• Take ownership of guest voice though TrustYou platform. Reply to guest feedback across all platforms and channels appropriately and in timely manner. Investigate guest comments when necessary.
• Ensure the integrity of online ratings such as TripAdvisor.
• Analyze guest feedback and identify areas of improvement. Communicate with concerned department heads and drive action plans.
• Utilize all guest feedback platforms to analyze trends, eliminate issues and prevent problems.
• Review industry trends for new and innovative product and service opportunities.
• Lead the quality meeting.
• Champion for the hotel brand standards. Work with all department heads to ensure that all areas are compliant and yearly audits are passed successfully.
• Internally audit the hotel periodically.
• Champion for employee recognition program to drive further guest engagement.
• Champion for 'Sparkle' program. Encourages other departments to participate in delivering elevated guest experiences.
• Conduct regular meetings with associate to check on their service sequences, product knowledge and other relevant information.
• Obtain feedback from guest and employees then propose on strategies to improve the guest experience.
• Control monthly guest gratuities cost.
• Monitor the entire VIP experience.
• Responsible to oversee pre arrival and post departure queries.
• Ensures employees are representative of the brand. Grooming is in accordance to standard.
• Spot check on guest room randomly and make a report to ensure rooms are free of defect and fully functional.
• Maintain a constant, visible physical presence in public areas especially during peak periods.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Monitor and check room allocation for VIPs, elite members and repeaters.
• Welcome and bid farewell VIPs.
• Relieving Duty Manager shift when needed.
• Monitor the inventory of office supplies of business center and guest relations.
• Monitor and maintain consistent sequence of services.
• Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Able to assist front desk operations when required.
• Ensures the whole team is up to date with the sales priorities for the day, room inventory, business forecast.
• Ensures that the team is perfectly aware of all the offers available in the hotel and promotes them to the guests.
• Familiar with the hotel's environment and competing hotel.
• Ensures that the loyalty program is promoted and endorsed positively to drive enrollment.
• Enforces hotel policies when required.
• Spot checks on team members' product knowledge and document any areas of improvement.
• To spot check the executive lounge periodically and engage with the guest during peak periods.
• Drives upsell and cross sell initiatives.
• Ensure that loyalty program retro claim is followed up promptly and do not exceed 1%.
• Ensures that hotel premises and equipment are always well presented and that they remain in good condition.
• Maximize revenues and effectively control cost.
• Ensure the lobby area is always compliant to the brand standards.
• Adhere to all operating standard procedures, hotel policies and brand standards.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Qualifications

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