Guest Experience Manager

1. Guarantees the product, service standards, and Brand Image in the hotel (implements and controls) knows and conveys to the associates the Brand Service Culture and monitors the implementation of the culture, the operating procedures and storytelling with phraseologies).
2. Prepare an action plan following the check list of the Brand standards and follows up the Mystery Guest visit report, with Heads of Department and General Manager.
3. Analyse the results of the customer satisfaction (Trust You).
4. Prepare an action plan on the results of the customer satisfaction, with Heads of Department and General Manager.
5. To give inductions and re-inductions to the associates.
6. Take care of the online reputation of the hotel and its follow up on the websites and OTAs (analysis of comments, and reply).
7. Keep a direct contact with the customers.
8. Participate actively to design the strategy to increase additional incomes (upselling).
9. To look after the attraction and monitoring of the Pearl Club customers at the hotel and ensure the welcome and the delivery of their benefits and their reconnaissance during their stay.
10. To deal with all customer complaints (during and post stay).
11. Adapt the sensorial LOOK AND FEEL experience at the hotel, following the Brand guidelines, to promote the other revenues creating good environments that will generate the customers to stay and increase the average consumption (music, aromas, decoration, illumination, and control other physical aspects).
12. Assigning amenities to VIP clients (according to personal preferences).
13. Participate in rooms inspections (random and VIP) .
14. Participate in the organization of the events (setup of the meeting room).
15. Manage the external communication plan (hotel channel, check in, lobby screen, digital frames, etc.).
16. Manage the internal communication plan (briefings with HOD, training, and shares the guests' comments and Review Pro indicators: NES, POP
17. Promote, coordinate, and implement ideas to improve the sustainable development and to increase the social contribution (inform to the customers through different channels).
18. Promote and support the Recognition Plan of the hotel.
19. Give support to the General Manager of the hotel (Manager on duty, specific projects, pilot projects, etc.).
20. Creates the activities program for KIDS and Adults. Ensure the assistance of the guests.
21. Manage the SPA, creates the menu, controls treatment cabins booking, and maximize the SPA incomes.