Guest Experience Manager - Front Office - InterContinental® Hotel Dubai Festival City
- Dubai
- Permanent
- Full-time
- Monitor reception colleagues to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Work closely with reception team to ensure loyalty and ambassador members consistently receive all benefits, repeat guests and other VIP's receive special recognition and service & enrolment targets are met.
- Inspects all VIP rooms prior to arrival, greet VIP and escort personally on arrival/bidding farewell.
- Promotes loyalty & ambassador programs and acts as champion for both programmes.
- Attention to detail on special requests by having updated database on guest profile captured through glitches / preferences.
- Handle guest complaints and refer them as necessary, follows up on corrective / preventive action.
- Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary.
- Organize and conduct regular meeting for all reception team to facilitate communications and smooth operations;
- Prepare efficient work schedule for reception team, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
- Conduct courtesy calls, driving the guest experience through service quality and continuous improvement.
- Assists in planning for future staffing needs, and assists in recruiting in line with company guidelines, prepares and administers detailed induction program for new staff aligned with room to have a great start.
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
- Ensures training needs analysis of reception team is carried out and training programmes are designed and implemented to meet needs by working together with the Front Office Manager; provides input for probation and formal performance appraisal discussions in line with company guidelines, coaches, counsels and disciplines staff, providing constructive feedback to enhance performance and regularly communicates with staff and maintains good relations.
- Associate degree in hospitality management or equivalent work experience, with certified accreditation and a minimum of 2 years' experience as a GRM in a 5-star property with 300+ inventory.
- Proficiency in Ms Office, Jana, and Opera skills
- Strong proficiency in spoken and written Business English. Additional language skills in communication are preferred.
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