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Abu Dhabi

    Guest Experience Manager - Abu Dhabi, United Arab Emirates - Anantara Hotels Resorts & Spas

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    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.


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