Guest Experience Manager

Business PerformanceHas regular and close contact with hotel guests. Organises meetings with guests to collect feedbacks and ideas.Makes recommendations and propositions to the managers.Ensures that the PGEP tools (modules on standards implementation, internal surveys, audits, and social media) are deployed, used and understood.Maintains the accuracy and consistency of data and information within the PGEP tools.Responds to guest comments and monitors correspondence with the guest.Task and ReportsChecking VIP arrivals and departures for the day and meeting them in personMaintaining and doing spot checks of guest preferences being met & driving ACDCMeeting ALL VIP guests and ensuring they have a memorable stayAll guests who have made complaints to be met by self and the HOD/DOP (depending on the complaint) and ensuring issue is resolved and the guest leaves the hotel recovered and happyCoordinating with Front office and Housekeeping to ensure birthday/anniversary amenities are placed and memorable experiences are created for the guest whilst they are in the hotelLobby presence during peak hours of guest movement to take guest feedback.Prepare & Execute strategy for driving Trip Advisor ranking through channels prescribedEnsure all guest feedback received on various channels are replied to within the stipulated timeConducting Training for all guest facing Heartists on how to solicit guest feedback on various platforms ensuring no two departments are speaking with the same guestAll investigations to be completed in case of guest complaints and root cause to be analyzed and fixedDrive ACDC programRegular check & weekly catch up with all long staying guestsShare a guest met report on daily basisDaily guest complaints and resolution meeting with Front Office, Housekeeping and F&B head along with the DOPDaily guest feedback report to be shared with all HODs & EXCOM & findings compiled along with root cause & solution for non-recurrenceVOG Meeting to be held every week