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Guest Experience Coordinator

3 weeks ago

Manila, National Capital Region, Philippines Anchor Land Holdings Inc. Full time
Key Responsibilities
  1. Oversee Hotel Operations: Ensure smooth and efficient service delivery in all departments, prioritizing guest needs and expectations.
  2. Supervise Front Desk Teams: Coordinate with front desk, concierge, and guest relations teams to deliver prompt check-in/check-out services and maintain exceptional guest experiences.
  3. Collaborate with Departments: Work closely with housekeeping, F&B, maintenance, and security teams to address operational needs, resolve issues promptly, and ensure seamless guest service.
  4. Ensure Adherence to SOPs: Guarantee adherence to Standard Operating Procedures (SOPs) and operational policies, promoting consistency and efficiency across all departments.
  5. Handle Guest Complaints: Address guest concerns and complaints efficiently, providing prompt resolution and maintaining high levels of guest satisfaction.
  6. Collect and Address Feedback: Collect guest feedback and implement improvements where necessary, driving continuous service excellence.
  7. Provide Personalized Services: Offer personalized services for VIPs, regular guests, and special requests, showcasing exceptional hospitality skills.
  8. Monitor Guest Interactions: Continuously monitor guest interactions to ensure service excellence, responding to guest needs efficiently and effectively.
  9. Supervise Front Office Staff: Supervise front office staff, ensuring they receive proper training, motivation, and resources to deliver exceptional service.
  10. Maintain Professional Standards: Uphold professionalism, grooming, and conduct standards among staff at all times, reflecting positively on the hotel's reputation.
  11. Conduct Shift Briefings: Conduct shift briefings to align team members with daily goals, responsibilities, and priorities.
  12. Staff Scheduling: Assist in staff scheduling and management to ensure adequate coverage during shifts.
  13. Emergency Response: Act as the first point of contact in case of emergencies, managing situations such as fire alarms, medical emergencies, or guest incidents.
  14. Collaborate with Security: Collaborate with security personnel to maintain a safe environment for guests and staff.
  15. Communication: Maintain clear and continuous communication with hotel management, relaying important operational information and significant guest issues.