Guest Experience Manager

POSITION SUMMARY

In accordance with the policies, procedure and standards of Chroma Hospitality and Grafik Pinehouse Baguio, as the Guest Experience Manager, you are aware that today's travelers want to connect deeply with the destinations they visit. At GPHB, our aim is to bring to life a unique experience for each of our guests. You will be responsible in curating and enhancing overall guest experience across all touch points within the hotel. You can explore and partner with local artisans to offer workshops in crafts like pottery, weaving, basket weaving, sliver craft and more This cultural immersion allows our guests to experience the traditions, cuisines, and stories that will help create their Chapter One. The hotel will revolutionize guest stays by introducing Hyper Personalized Guest Experience. You will work with Executive Leadership Team, Department Heads, and front-line staff to deliver these extraordinary experiences for our guests that will build customer loyalty to the property and across Chroma Hospitality brands.

JOB RESPONSIBILITY

1. GUEST SERVICE EXCELLENCE - ability to consistently deliver an exceptional service to guests, ensuring their needs are met and their expectations exceeded.

• Cultivate a culture of guest-centric service excellence throughout the organization, ensuring every department contributes to a seamless guest experience.
• Champion service standards and ensure compliance across all departments, including front desk, housekeeping, food & beverage, and amenities.
• Ensure that guests are warmly welcomed and receive personalized attention from the moment they arrive.
• Respond promptly and effectively to guest inquiries, requests, and concerns.
• Handle complex or high-priority guest concerns, ensuring quick resolution and maintaining high guest satisfaction.
• Able to come up with an amicable settlement to address the situation through service recovery conversations
• Implements service recovery matrix
• Meet and greet VIP guests
• Analyzes scores of TrustYou Analytics and come up with relevant and timely action plan/s to increase score findings
• Monitor guest feedback through surveys, direct communication, and online reviews to identify areas for improvement.
• Determine the top issues of guests and propose initiatives that will help address, resolve & prevent recurring concern

2. Team Leadership & Development - Ability to guide a group of individuals towards achieving common goals while fostering their growth and collaboration

• Lead, mentor, and coach a team of guest service managers, supervisors, and front-line staff to achieve high-performance levels.
• Design and implement training programs focused on enhancing guest service skills, empathy, and problem-solving capabilities.
• Set clear performance expectations, conduct regular performance reviews, and foster a culture of continuous improvement.
• You will champion the Quality meeting and ensure a healthy interaction and collaboration between different operating departments

3. Innovation & Improvement

• Stay ahead of industry trends and emerging technologies that can enhance the guest experience.
• Research and introduce innovative service offerings and technology (e.g., mobile app upgrades, AI-driven personalization) to meet evolving guest expectations.
• Develop and lead special initiatives and events to elevate guest experiences, particularly for VIP, repeat, or special-occasion guests.
• Especially with larger family groups, you can assist and curate activities that they can do while in our property.
• Ensure that the guest experience reflects the companys brand values, mission, and promise across all guest touchpoints.

4. Detail Oriented - Ability to follow detailed departmental procedures or deliverables to minimize errors and maximize correct completion.

• You will need to periodically assess operations of the different sections and suggest improvements on the policies and procedures & SOPs of the department
• Ensures all areas are covered with complete manning and that a culture of service is prevalent when associates attend to guest needs. Mantra: Service from the heart
• Initiate arrangement of Brilliant in Skills Training in collaboration with Learning and Development team
• You will need to ensure that all associates are 100% compliant with our Golden rules and standards
• You will at any time be able to perform spot checks on operational needs and requirements and be able to coach or mentor associates who are not performing well
• You will work with FOM, EHK and do quality room checks especially for VVIP guests.

5. Financial Acumen

• Assist Front Office Manager in creating the OOD department budget for the year; Monitoring, management, and achievement is a key role.
• You are to analyze and interpret OOD departmental expense and come up with cost-saving strategies to achieve budgeted departmental profit.
• Able to train, expose and give accountabilities to all line managers & supervisors relating to the departments P&L
• Proficient to create initiatives & forecast incremental revenue for OOD (other operating departments)
• You are skilled to propose and decide on bigger discounts or waive fees to address service recovery from complaining guests
• You are able to collaborate with the Sales & Marketing team when a group/event is confirmed for better yield on possible ancillary revenue.
• You help achieve targets that have been set for OODs
• You will initiate and suggest programs and/or promotions to boost revenue generation on all operating departments (OODs)

6. Other duties:

• COMPANY POLICIES and PROCEDURES: Adheres to the provisions outlined in the Employee Handbook, Disciplinary Code and Rules and Regulations.
• ATTENDANCE: Adheres to the set procedures for attendance and timekeeping.
• COMMUNICATIONS: Attends meetings as required.
• LOST and FOUND: Fully aware of and comply with Lost and Found procedures at all times.
• EMERGENCY RESPONSE: Possesses full knowledge of emergency procedures and ensures all staff are aware them at all times.
• GROOMING and HYGIENE: Adheres to specified hygiene and personal appearance standards of the Resort.
• ENVIRONMENTAL AWARENESS: Is fully aware of and complies with the Resorts Environmental Policy and established rules and guidelines.
• GUIDING PRINCIPLES: Practices the Guiding Principles in day-to-day interaction.
• Performs such other functions as may be delegated by management from time to time.

7. General responsibilities:

• Keeps immediate superior promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established Resort policies and procedures to achieve the overall objectives of this position.
• Prepares reports as necessary to develop a more informative database for improved Management decision-making and critical evaluation of work activities.
• Maintains a favorable working relationship with all other Resort employees to foster and promote a cooperative and harmonious working climate.
• At all times, projects a favorable image of GRa to the public. -Performs any other duties and tasks that may be assigned by immediate superiors from time to time.

QUALIFICATIONS:

• Bachelor's degree in Hospitality Management or related field.
• A minimum of 7 years' experience in Front office department.
• Ideally, in the same position for 1 year or with min of 3 years supervisory guest experience role.
• Knowledge, familiarity and connection with different hospitality organizations.