Guest Experience Manager

JOB DESCRIPTION: Establishes and maintains department organization, manning and productivity ensuring a smooth Praises positive performance and provides coaching or performance discussions when standards are not met Liaises with Reservation Manager on resolution of hotel reservation issues. Works closely with Casino VIP Services team Creates a positive and a highly motivated working environment that promotes and develop teamwork Utilizes and develops communication tools and channels for the dissemination of information and workflow in all sections Ensures proper manning of the VIP Reception during peak hours for arrival and departure Handles guest's requests with appropriate follow-up Handles guest complaints and reports them on a timely manner to concerned Department Head/ Division Head. Facilitates provision of recovery amenity with apology note. Supports the Front Office upsell program Prepares, reviews and submits all reports in a timely manner Conducts monthly meetings and briefings with the staff and addresses their issues and concerns Maintains the highest standards of professionalism, ethics and attitude towards all hotel guests and colleagues. Identifies staff training needs based on operational observations and guest feedback and conducts the training whenever possible. JOB QUALIFICATIONS: Graduate of any Business related course Has complete knowledge of operational system in Front Office such as Opera Property Management System, Vision, EDC Machines and other machines/equipment's being used at the operations. with 5+ years of experience in the same Industry (5 Star Hotel, Casino and any related industry) with atleast 2 years managerial experience with 3 years experience in Front desk with good interpersonal skills willing to work in a Shifting Schedule (Day, Mid & Night)