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Guest Experience Manager / Reservations Manager

  • , Qatar
  • Unspecified


·Supervise and leads employees. Understanding employee positions well enough to perform duties in employees' absence.

·Improve service by communicating with and assisting employees to understand guest needs and by providing guidance, feedback and individual coaching when needed.

·Ensure that the Guest Experience team is trained to provide fast, efficient, resolutive and personalized service.

·An expert in all hotel/membership operation and booking procedures, policies and systems and ensure all information is kept up to date: Hotel, Rooms, F&B, Membership, Spa & Gym

·Ensure operating procedures and standards are implemented, maintained, and reviewed.

·Support the team with the handling of all guest/member requests, reservations and orders as required

·Ensure regular communications with line manager, team members and other outlets where the Departments directly relates to (i.e. Front-Office, Housekeeping, Room Service, Membership, etc)

·Serve as a leader in always using proper vocabulary and phone etiquette.

·Work together with the team to always provide proper recommendations and suggestions to guests upon request.

·Assist with OpenTable system set-up and feedback as required.

Ensuring and Providing Exceptional Customer Service:

·Improve service by communicating with and assisting associates to understand guest needs, and by providing guidance, feedback, and individual coaching when needed.

·Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere.

·Strive to improve service performance in all departments.

·Respond to and handle guest problems and complaints.

·Observe service behaviors of employees and provide feedback to individuals and/or managers.

Working with Others

·Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

·Develop and maintain positive and productive working relationships with other employees and departments.

·Support all co-workers and treat them with dignity and respect.

·Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

·Partner with and assist others to promote an environment of teamwork and achieve common goals.

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