Guest Experience Manager

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar HYATT HOTEL Full time
Roles and responsibilities

Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
Assists in making sure that all Andaz Signature Guest Experiences have been implemented.
Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
Ideally with a university degree or diploma in Hospitality or Tourism Management.
Previous experience in this role.
Previous experience in hotel front office management within the luxury segment is essential.
Excellent leadership, communication, interpersonal, and guest service skills are required.

Benefits of the Assistant Manager - Guest Experience role include

12 complimentary nights a year across Hyatt Hotels worldwide
Discounted hotel stays across Hyatt for you and your family and friends from the day you start
Business attire laundered complimentary
Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide
1. Guest Relations and Customer Service:
Welcoming and greeting guests to ensure they feel valued and well cared for.
Handling guest complaints or issues, resolving them promptly and professionally.
Ensuring personalized guest experiences based on preferences, past stays, or special requests.
Overseeing the guest feedback process, including surveys or direct communication, to understand areas for improvement.
2. Staff Coordination and Training:
Training front-line employees on customer service best practices and ensuring consistent service standards.
Managing or leading teams such as front desk staff, concierge, or any other departments that directly interact with guests.
Ensuring employees are aligned with the company's service culture and mission.
3. Operational Management:
Monitoring the daily operations to ensure that all guest-related processes are running smoothly.
Coordinating with other departments (housekeeping, food and beverage, maintenance) to ensure all guest needs are met.
Ensuring efficient check-in and check-out processes, including handling VIPs and special requests.

Desired candidate profile

Guest Experience Enhancement:
Designing or implementing programs or events that enhance the guest experience (special offers, local tours, etc.).
Personalizing services by anticipating guest needs based on previous visits or special occasions (birthdays, anniversaries, etc.).
Collecting guest feedback and using it to suggest improvements or adjustments to improve service quality.
Quality Control and Performance Metrics:
Monitoring guest satisfaction through surveys, social media, and other feedback channels.
Evaluating performance and setting goals to ensure high satisfaction scores and guest loyalty.
Addressing issues like cleanliness, room quality, service delays, etc., to maintain high standards.
Brand Advocacy:
Serving as the brand ambassador, ensuring that guests leave with a positive view of the company.
Promoting the company's values and encouraging repeat visits or brand loyalty through exceptional service.
Problem Solving and Crisis Management:
Responding quickly to unforeseen challenges or crises that affect guest satisfaction, such as maintenance issues, overbooking, or emergencies.
Maintaining composure and professionalism when handling high-pressure situations.
8. Administrative Tasks:
Reporting on guest satisfaction metrics, team performance, and guest complaints or issues.
Collaborating with upper management to develop guest experience strategies.
Handling reservations and schedules for guest services, ensuring efficient operations.
Skills Required:
Strong communication and interpersonal skills.
Ability to multitask and handle stressful situations effectively.
Problem-solving skills and decision-making abilities.
Deep understanding of the industry trends and guest expectations.

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