Assistant Manager - Guest Experience

Description

As the Assistant Manager - Guest Experience, you will support the smooth operation of the department in accordance with brand standards, ensuring the satisfaction of employees, guests, and owners. You will assist the Guest Experience Manager in overseeing the daily operations of the Guest Experience team, including the Concierge and Bell Desk teams.

Responsibilities and Duties

* Assist in managing the day-to-day operations of the Guest Experience department, ensuring adherence to brand standards. * Supervise and support the Concierge and Bell Desk teams, ensuring they deliver excellent guest service. * Assist in handling guest inquiries, complaints, and feedback promptly and professionally, ensuring a high level of guest satisfaction. * Monitor and ensure the smooth operation of guest arrival and departure procedures. * Collaborate with other departments to coordinate guest services and ensure seamless service delivery. * Maintain up-to-date knowledge of hotel services, promotions, and events to provide guests with accurate information. * Assist in managing and training team members, ensuring they are motivated and well-equipped to deliver exceptional service. * Help create and implement strategies to enhance the guest experience and increase overall guest satisfaction. * Ensure proper handling of guest luggage, special requests, and VIP arrivals. * Maintain and update records of guest preferences, feedback, and complaints for continuous improvement. * Contribute to the development of department goals and objectives in alignment with hotel and company standards. * Participate in department meetings, offering insights and recommendations for improving guest service. * Assist in the preparation of reports on guest experience, team performance, and operational efficiency. * Ensure compliance with health and safety regulations and hotel policies. * Take on other duties and projects as assigned by the Guest Experience Manager.

Qualifications and Requirements

* Preferably hold a degree or diploma in Hospitality or Tourism Management. * At least 2 years of experience as an Assistant Manager or Team Leader in Guest Relations within a hotel. * Exhibit outstanding communication and customer relations skills. * Strong problem-solving skills with excellent administrative and interpersonal abilities.

Working Condition

Working hours

5 days / 44 hours