Guest Experience Manager

Overview

Manage and enhance the guest journey, delivering personalized luxury service.

Key Responsibilities

• guest reports
• feedback monitoring
• vip program
• quality checks
• pre‑arrival
• compliance

Tasks

-Prepare and analyze guest satisfaction reports, identifying areas for improvement and implementing corrective actions. -Assist the Director of Operations on all aspects of the Front Office. -Manage guest-related administrative tasks efficiently. -Collaborate with all departments (Front Office, Housekeeping, Engineering, F&B, etc.) to ensure seamless service delivery. -Actively monitor and respond to all guest feedback on online platforms such as TripAdvisor and Medallia, ensuring timely and appropriate responses that adhere to brand standards and address guest concerns effectively. -Assist the Front Office management team during peak periods or as needed. -Provide constructive feedback and coaching to enhance performance. -Anticipate guest needs and preferences through detailed pre-arrival research and communication with other departments. -Foster a positive and collaborative work environment. -Identify and implement innovative ways to enhance the guest experience, staying abreast of hospitality trends. -Train and mentor frontline staff on luxury service standards, personalized guest interactions, and problem resolution. -Conduct regular quality checks of rooms, public areas, and services to ensure adherence to brand standards. -Oversee the VIP program, ensuring all VIP guests receive tailored and elevated service. -Champion a culture of genuine hospitality and proactive service among all team members. -Inspire and motivate frontline teams to deliver exceptional guest experiences. -Conduct personalized welcome and farewell interactions with guests, especially those with special occasions or high profiles. -Handle guest feedback, complaints, and requests with empathy, professionalism, and prompt resolution, escalating as necessary. -Proactively monitor and manage the entire guest journey, identifying opportunities for personalization and enhancement. -Ensure compliance with all hotel policies, procedures, and safety regulations.

Requirements

• problem solving
• detail oriented
• opera pms
• crm
• budgeting
• luxury service

What You Bring

-Strong problem-solving abilities and a calm demeanor under pressure. -Impeccable attention to detail and a proactive approach to service. -Exceptional interpersonal and communication skills (verbal and written) with a refined vocabulary. -Fluency in English is required; proficiency in additional languages is a significant advantage. -Strong understanding of budgeting, financial management, and inventory control. -Ability to work flexible hours, including weekends and holidays, as required. -Ability to lift and carry up to 25 pounds occasionally. -Ability to be proactive and resourceful, take the initiative while maintaining discretion and integrity with sensitive information. -Proficiency in hotel management systems (PMS - e.g., Opera) and CRM software. -Deep understanding of luxury service standards and guest expectations.

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Benefits

-Benefits: Comprehensive health, dental, vision, 401(k) matching, and other standard perks. -Base Salary: $90K - $110K

About Extell

-Known for transforming the city skyline with iconic luxury residential and commercial projects. -Specializes in the development, construction, and operation of high-end properties in prime locations. -Projects include everything from residential towers to mixed-use complexes that redefine urban living. -Financially strong, with a proven track record of delivering innovative real estate developments on time. -Known for pioneering ultra-luxury residential spaces with cutting-edge design and state-of-the-art amenities. -Focuses on both residential and commercial spaces, creating vibrant communities in the heart of major cities.

Sector Specialisms