Manager, Guest Experience

2 weken geleden

Groningen provincie, Nederland One&Only Aesthesis Voltijd

Manager, Guest Experience (Hosts), Athens
(12368)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Wrapped in ancient mythology in the heart of the Athenian Riviera, where lavender lands meet sapphire waters and our collection of rooms, suites and villas embody the timeless glamour of the Aegean. The warm Mediterranean hospitality is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

**Abou the role**
Guest Experience Manager is the main point of contact for all guest journey related stages: pre-arrival, in house and post stay. Main aim of the role is to ensure that all guests’ expectations are not just met but also exceeded, throughout their stay. With experience in a high-quality boutique hotel/resort guest services, Guest Experience Manager will support the Guest Experience Team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful.

**Key Duties and Responsibilities**
- Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example;
- Keep a positive and motivated attitude and exercise self-control;
- Encourage and build mutual trust, respect, and cooperation among team members;
- Supervise and manage colleagues;
- Conduct regular training for employees;
- Check and maintain grooming standards of Guest Relations, Concierge, and Butlers employees;
- Evaluate the staffing requirements and prepare work schedules weekly, ensuring that there is a proper coverage according to hotel occupancy;
- Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance;
- Empower employees to provide excellent customer service;
- Conduct regular check of LQA Standards related to Guest Relations, Concierge, and Butlers Departments;
- Assist, as needed, in the interviewing and hiring of employee team members with the appropriate skills;
- To assist with any other duties as required by the line manager or another member of the management team.
- Blow away guests at every opportunity;
- Provide services for customer satisfaction and retention based on five pillars
- Empower employees to provide excellent customer service;
- Maintain high visibility in public areas during peak times
- Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
- Provide immediate assistance to guests as requested
- Responsible for all in house guest requests and ensuring their needs are met
- Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction
- Record guest issues in the guest response tracking system
- Review guest satisfaction results with employees daily;
- Participate, as needed, in the investigation of employee and guest accidents
- Making sure all guests’ complaints are followed up and discussed during the daily meeting within the Team
- Emphasize five pillars-based service during all departmental meetings and focuses on continuous improvement.
- Always demonstrate effective and appropriate interaction with clients whilst maintaining a professional approach and image based on five pillars
- Always maintain a high level of product & service knowledge in order to explain and sell services and facilities to our clients and potential guests.
- Manage day-to-day operations of Guest Relations, Concierge, and Butlers Departments, ensuring the quality, standards and blowing away the expectations of the customers daily
- Ensure compliance with all policies, standards and procedures.
- Update standards operational procedures related to Guest Relations, Concierge, and Butlers Departments if necessary
- Participate in the discussion of the work that affects Guest Relations, Concierge, and Butlers Departments, discussing and implementing the ways of service improvement
- Attending internal hotel meeting presenting departments under Guest Relations
- Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies.
- Utilize guest profiles, correspondence and previous histories to ensure requirements are communicated and met prior to guest arr

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