Guest Experience Manager

Responsibilities -

Assist in the development and implementation of Guest Experience Policies, Operating Procedures, and Training Programs, Manuals, Directives, Work Schedules, Rules and Regulations for the Guest Experience Team.

Ensure all divisions are taking responsibility for Guest Experience and Engagement at the hotel.

Maintain a daily checklist for the above tasks.

Assist in designing & implementing a consistent Guest Experience Program with a focus on various guest segments.

Coordinate with all other Guest relation directors to ensure synergy in the program across the group.

Act as the face of the hotel and be the one-point contact for any guest complaints / grievances.

Interact regularly with guests / patrons and ascertains their feedback with the services provided.

Handle all guest queries and complaints in all areas and try to resolve them or approach the area in-charge for guest delight.

Ensure that Guest Experience Department is managed efficiently in accordance with the established concept statement.

Champion the Net Promoter Score and Trip Advisor ranking.

Review the Daily Logbook and ensure all guest / staff incidents reports, security incidents, accident and near misses are logged, investigated, and rectified and communicated to concerned stakeholders.

Be well versed with the general information about all the other Leela properties and be aware of all Brand IP’s, activities, packages, programs, and promotions within the organization and the hotel.

Drive Up-Selling and Cross-Selling and other initiatives by implementing effective methods for enhancing room revenue.

Participate in the formulation of the Guest Experience Budget in determining projected revenues and expenses, operating equipment requirements, in line with the requirement of the Annual Business Plan for the hotel.

Actively involve and participate in the Training and Development of Leela Leadership Development Management Trainees / The Leela Palace Service associates – conduct training programs for LLDP / TLPS and review their progress during the ‘On the Job’ training phase – focused on guest personalization.

Respond properly in any hotel emergency or safety situation and be trained for the same.

Qualifications - Hotel Management

Required Skills - Guest Relations

Preferred Skills - Prior Hotels Experience

Equal Opportunity Statement - Preferred female candidate