The Asst. Guest Experience Manager is responsible to provide professional and excellent hospitality service to the guests ensuring that their stay with Occidental Hotels will become a memorable experience.
SPECIFIC DUTIES & RESPONSIBILITIES:
Ensure maximum guest satisfaction through involvement with the guests; exceeds guests expectations and meets required standards
Understand daily hotel operations and activities (total room occupancy, number of arrivals, departure guests, and VIPs)
Be knowledgeable on hotel services, operational hours, amenities, functions, and ongoing promotional activities (if applicable). Responds to guest requests for information on local areas of attractions and landmarks
Available in the lobby to assist guests at all times; meets and greets VIP guests as necessary and whenever possible
Handle guest requests in a professional way to ensure maximum guest satisfaction
Coordinate with other departments in handling and preparing special requests such as anniversary, honeymoon, and birthday set-ups, etc.
Make preparation for the VIP guests, repeat guests, and MyBarcelo members for complimentary food and beverage and extra amenities which should be planned accordingly
Monitor and control guest amenities inventory and stocks
Review guest feedbacks and comments through Trip Advisor, Booking.Com, Expedia, Agoda, Hotel Survey and contact guest for corrective action if needed
Assist the Guest Experience Manager in preparing reports including daily Hotel report, guest satisfaction report. online review scores and Barcelo survey scores report, etc.
Conduct courtesy calls to guests, ensure all VIP guests amenities are properly placed in the room
Coordinate with Front Office regarding all the requests relating to transportation when neede/requested
Ensure that the management is fully informed of all issues and unusual matters with regards to guests at all times
Greet and escort arriving VIP guests, repeat guests, and MyBarcelo members
Demonstrate a high level of customer service at all times
Project a professional manner with an emphasis on delivering excellent hospitality service