Guest Experience Manager - Abu Dhabi, United Arab Emirates - MINOR Hotels

MINOR Hotels

Verified Company

Abu Dhabi, United Arab Emirates

6 days ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

Luxury service background essential, ideally with previous experience of handling villas and butlers

Manage a Guest Experience Team consisting of Guest Experience Agents and Butlers (ca. 10 people)
Energized personality that interacts with guests without effort
Track all kinds of guest preferences from several channels and sources and maintain the database
Practice hyper collaboration between all departments to ensure amazing stays of our guests
Leading the loyalty programme on hotel level (Hotel Champion for Global Hotel Alliance Discovery), including conducting hotel training and driving KPIs
Ensure all guest amenity standards are in place and followed up
Maintain and update the hotel's VIP list.
Track and analyse guest feedback and propose actions to be taken for improvement.
Work with various systems at the same time (Opera PMS, Outlook, MessageBox, Anantara App, Loyalty Systems, ReviewPro)
Ensure guests are properly greeted upon their arrival, especially VIP guests
Ensure guests are receiving personalized services
Development and implementation of new initiatives to improve the guest experience
Track amenities cost and prepare monthly report
Prepare monthly reports on guest satisfaction scores and trends within the department
Effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

Qualifications:

3-5 years in related experience or Minimum of 2 years experience in the same role.

Additional Information:

Relocate to remote area