Guest Experience Manager

Description

Responsible for personalizing guest service offering to ensure the highest level of guest satisfaction. Oversees all facets of the guest experience.

Requirements

Qualifications

• Bachelor’s degree 
• Minimum of 2 years of experience with CRM and/or loyalty programs.
• Possesses strong leadership qualities.
• Thrives in a multi-tasked, fast paced, changing environment.
• Ability to evaluate and select alternative courses of action quickly and accurately. 
• Effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by guests. 
• Able to convey information and ideas clearly through excellent communication skills; verbal and written.
• Comfortable learning new systems to “expert” level. 
• Ability to recognize and troubleshoot data anomalies.
• Proficient in Microsoft Office Tool Suite.

Responsibilities

• Maintains guest profiles to anticipate guest needs and customize guest service offerings. 
• Delivers consistent and personalized guest experience to exceed guest expectation.
• Build relationships that gain trust and foster goodwill.
• Ensures proper customer relations and safeguards the hotel's interests by resolving and taking appropriate actions on all customer complaints and/or problems.
• Manages service levels in the lobby and valet to elevate first impression of the hotel.
• Ensure highest standards of guest relations.
• Approach encounters with guests and employees in a friendly, service-oriented manner.
• Evaluate guest satisfaction and monitors trends, with focus on continuous improvement.
• Ensure regular and VIP Guests are recognized and operate with a sales attitude and promotes the hotels brand’s loyalty program.
• Manage brand loyalty program working with front of house associates to increase signups.
• Manage brand database usage including data privacy, usage standards, liaison to IT, etc.
• Represent hotel in professional contact with public.
• Lead execution of all retention marketing programs and the ongoing maintenance of the brand’s CRM efforts
• Grow year-over-year customer database and loyalty program membership.
• Partner with the Sales, Marketing & Distribution team, and external agency partners to develop timely and on-budget CRM strategies, messages and offers.
• Analyze existing and prospective customer behavior to make strategic recommendations for new marketing programs, service and initiatives.
• Develop, recommend, and manage campaigns to improve customer loyalty working with key partners and targeting vulnerable customers or high-risk areas.
• Coordinate with key business partners to evolve existing relationships and introduce new customer programs and incentives that support strategic objectives.
• Assist in the identification of key travel magazine subscribers to customize their stay and gain higher rankings in customer surveys. 
• Adhere to, monitors, and enforces compliance with all hotel and company policies, procedures, and standards.
• Comply with Company standards and regulations to encourage safe and efficient hotel operations.
• Perform any other duties and responsibilities as assigned.