Urgent - Guest Experience Manager

MISSION OF THE POSITION:

• The basic mission of the Experience Manager is to create, transmit and impulse sensory experiences, unique, customized and innovative feelings to our guests throughout the members of every operational department.
• To create a genuine service attitude for the different contact areas with the guest (before arrival, upon arrival and departure) ensuring quality of product, image and high levels of service.
• Corporate Reporting/Manager Guest Experience
• The person in charge of giving personality to the Hotel, by creating special ambiences supported by lighting, scent and musical identity in every area of the hotel.
• Also the one in charge of keeping up the image, the projection; ensuring the hotel’s stationary; the internal promotions & special Storytelling Days follow the Booking.
• MAIN RESPONSIBILITIES Daily Tasks:
•  To Check E-mails
•  To get from PMS (Opera) VIP’s arrival list
•  Check the rooms allocation according to VIP’s arrival list in coordination with FO
•  To discuss with GM daily amenities and types of letters/cards • To send the VIP’s summary of the day to all HOD’s involved
•  To key in the necessary information in PMS (Opera guest’s reservations and profiles)
•  To check The Level standards and set ups
•  To inspect VIP’s assigned rooms
•  Final room allocation (in case of any changes applicable) in coordination with FO
•  To greet VIP’s and returning guests and guarantee the link between them and GM.
•  Incident/complaint management of the day (if applicable) personally or by e-mail/phone.
•  To check the Market Metrix surveys and take the appropriate action
•  To conduct lobby inspection in order to guarantee arquitecture sense perception (sight, smell, sound, touch and taste) and everything in place and correct order.
•  To get the following day arrival list to check VIP’s and repeating guests
•  VIP’s classification and amenities assignment. Start preparing letters and cards for the following day Weekly Task
•  To conduct random check of the Mystery Guest standards in the different Departments. (Phraseology, steps to follow, attitude towards guests etc.)
•  To conduct different areas Hotel inspection (focused on the front of the house) and bring up issues if applicable, support with pictures.
•  To check Market Metrix results and communicate with HOD’s
•  To check Review-pro results and communicate to HOD’s during weekly meeting.
•  To monitor online guest complaints and take the necessary actions (Tripadvisor, Agoda, Bookings, Expedia, and other OTA’s and websites)
•  To check Story Telling in place and explore new options/ update current ones. Monthly Tasks

• 2 months of probation with full salary & service charge.
• Team building activities.
• Annual Summer Outing/Health checkup
• Accident insurance 24/24
• Attractive Medical package  
• Uniform, Laundry service is provided by Hotel
• Delicious and nutritious meal at Hotel's Staff Cafeteria
• International working environment and friendly teammates.
• Other benefits according to Company's policy.

•  University Diploma or Degree
•  Degree in Public Relations, Hospitality, Mass Communication, Marketing (or similar studies) LANGUAGES:
•  Knowledge of 2 languages (English is mandatory) SPECIFIC KNOWLEDGE:
•  Customer Service
•  Knowledge of Microsoft Office WORK EXPERIENCE IN OTHER COMPANIES (IN CASE OF EXTERNAL SELECTION):
• 2 years of minimum experience in Hospitality Industry in a management position in a Customer Service department.