Lead a team of Guest Experience Ambassadors, Club Operations Ambassadors and Butlers and ensure that all of the functions work well together to provide a memorable and seamless hotel experience for all guests.
Engage with guests at all touch points, ensuring satisfaction and creating opportunities for cousu main moments as well as proactively identifying and actioning any areas for service recovery.
Ensure that all guest requests are efficiently delegated to Housekeeping, Front Office, Concierge, Food & Beverage and other relevant hotel departments, and that follow up is completed to ensure guest satisfaction.
Ensure that all requests are taken care of punctually to a level that meets and exceeds guest’s expectations.
Facilitate and drive continuous excellence through regular management review of key goals and strategies for hotel, departmental functions and key processes.
Facilitate timely corrective action planning and implementation to support the continuous improvement in the area of guest experience.
Conduct Guest Experience Management overview induction for newly hired department heads and supervisors.