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Guest Experience Manager (Full-Time)

  • Maldives, Asia
  • Attractive package + Monthly Service Charge

Seek out opportunities for guest-centric experiences in all departments of the resort and assists resort outlets in putting processes in place to ensure that these opportunities are executed by all employees.

Work location: Lily Beach Resort & Spa - https://www.lilybeachmaldives.com/

Key Responsibilities:

  • Works with the departmental managers to put processes in place to ensure that these opportunities are executed by all employees
  • Measures results (challenges, successes, etc.) and communicates on a weekly basis to Department head and GM
  • Oversee and implement Resort Guest Experience initiatives and ideas
  • Reviewing the arrivals during the morning meeting and highlighting VIP arrivals/high paying guests/elite guests, etc.
  • VIP inspections of the VIP rooms and ensuring amenities are pre-set.
  • Reviewing room blocking for the day and ensuring allocations are anticipatory.
  • Identify potential upgrades and follow up with GRO
  • Look for new/innovative ways to provide anticipatory service
  • Coordinate among all departments for seamless execution of service
  • Coordinate correspondence with guests pre and post stay
  • Assist Reservations and Front Office team to identify guests and achieve a seamless arrival experience for return guests.
  • Communicate successes to the Hotel in an effort to keep intensity and focus high
  • Glitch follow up and resolution to guest satisfaction.
  • Supervises the activities of the service departments in order to ensure adherence to Resort standards, policies & procedures and exceptional service delivery.

Qualifications:

  • 3-5 years of progressive experience
  • Excellent communication and negotiation skills
  • Guest oriented with focus on personalized service
  • Hands on approach running the operation
  • Flexibility to respond to a range of different work situations
  • Ability to work under pressure in a diverse multicultural team
  • Excellent grooming standards

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