Guest Experience Manager

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Work closely with the Training & Development Specialist to develop and execute training programs for the guest services team, focusing on enhancing their skills in providing exceptional customer service.

• Assisting customers with their specific requests, such as information, reservations both within the hotel and outside, and handling complaints. Handling any complaints.
• Supervising the Executive Lounge and other common areas in terms of adhering to standards and engaging in conversations with guests.
• Mini gift program for congress organizers/VIP guests.
• Dedicated check-out: farewells, collecting feedback on the stay, thanking guests for choosing the brand
• Checking guests arriving on the day, assignment and monitoring in advance the VIP List arrivals
• Updating customer profiles in Opera with comments, feedback, and complaints, for reference in case of repeated guests.
• Monitoring and responding to guests, comments on GSS (Guest Satisfaction Survey), and other reputation channels.
• Granting any necessary compensation and refunds.
• Developing Customer Service procedures and standards for the department.
• Handing over responsibilities to the MOD (Manager on Duty) of the day for guests requiring special attention, specific requests, or expected feedback from customers, including complaints.
• Planning activities for guests and coordinating all promotional activities targeting customers.
• Organizing weekly GSS meetings with other managers to share GSS comments from the previous week and implement solutions for possible improvements.

• Conducting semi-annual Self Audits with the support of management.

• Ensuring documented periodic training (semi-annual/annual) on specific departmental BSA (Brand Standard Audit), through the development of a targeted and scheduled action plan.
• Providing daily updates and monthly reports, including a monthly analytical report, containing customer feedback compared to GSS results and others guest experience KPIs, to be delivered to the Management at the end of each month.
• Collaborate with the marketing department to design and distribute guest satisfaction surveys, analyze results, and implement improvements based on feedback.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

• Provides services that are above and beyond for customer satisfaction and retention.

• Encourage innovation and creative thinking among the guest services team to continuously enhance the guest experience.

• Serves as a leader in displaying outstanding hospitality skills and strives to improve service performance.

• Participates in the development and implementation of corrective action plans to improve guest satisfaction.

• Implements the customer recognition/service program, communicating and ensuring the process.

• Implement and promote sustainable practices within the department, such as energy conservation, waste reduction, and eco-friendly guest services.

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS), and support the Peer Review Process.

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Participates in the employee performance appraisal process, providing feedback as needed.

• Uses all available on-the-job training tools for employees.

• Supervises ongoing training initiatives and conducts training when appropriate.

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner.

• Maintains high visibility in public areas during peak times. Ensure the continuous upkeep of order, adherence to brand standards, and the maintenance of decorative elements in the lobby and all public areas. Ensure that the hotel's public spaces consistently reflect the desired ambiance and presentation
• Work closely with the Security Manager to ensure the safety and security of guests and staff by implementing and monitoring security protocols, emergency response procedures, and compliance with local regulations.

• 5 years experience in guest services, front desk, or related professional areas.
• High level of English and Italian, a third language is a plus
• International and hotel chain experience is highly valued for this role
• Excellent communication and guest-oriented skills
• Strongly organized, results-oriented
• Project management and implementation tracking results
• Brand-oriented approach, ensuring the representation of our brand both in presence and in adherence to brand standards
• Passion for details, not only attention

Antal International