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Guest Experience Enhancement Coordinator

2 weeks ago

Cebu City, Central Visayas, Philippines Maayo Leisure Group Full time

Join Our Team:

We are a hospitality company dedicated to delivering exceptional guest experiences. Our goal is to create a work environment that fosters personal and professional growth, while promoting a culture of excellence and customer satisfaction.

Job Description:

We are seeking a highly skilled Guest Experience Enhancement Coordinator to join our team. As a key member of our operations department, you will be responsible for designing, implementing, and overseeing training programs to enhance the skills and performance of hotel employees.

Main Responsibilities:

Training Needs Analysis:

  • Conduct regular assessments to identify skills gaps and training needs across all hotel departments.
  • Work closely with department heads and management to create tailored training programs that meet operational and customer service goals.

Program Design and Development:

  • Develop and implement training programs and materials focused on customer service, hotel operations, safety procedures, compliance (e.g., OSHA, ADA), and leadership development.
  • Design and deliver training sessions in areas such as guest interaction, conflict resolution, upselling techniques, team collaboration, and hotel-specific software systems.

Training Delivery:

  • Facilitate in-person and virtual training sessions for new hires (onboarding) and ongoing development for current employees.
  • Ensure all hotel employees understand service standards, brand expectations, and safety regulations.
  • Use role-playing, demonstrations, and interactive techniques to ensure training is engaging and practical.

Training Evaluation:

  • Monitor and assess the effectiveness of training programs through surveys, feedback, and employee performance.
  • Collect data on guest satisfaction and employee performance post-training to measure improvements and areas for further development.
  • Adjust programs and methods based on feedback and results.

Requirements:

To be successful in this role, you should have a bachelor's degree in Hospitality Management, Human Resources, or a related field, and at least 3-5 years of experience in hospitality training, preferably in a hotel environment.

What We Offer:

Maayo Leisure Group offers a competitive salary, opportunities for career growth and development, and a positive work environment that promotes teamwork and collaboration.