Guest Experience Manager Hotel and Gaming company - with related experience

Offer description

Has complete knowledge of the operating system in the Front Office such as Opera Property Management System, Vision, EDC Machines, and other machines/equipment being used at the operations.

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 the Reservation Manager on the resolution of hotel reservation issues.

Works closely with the Casino VIP Services team

Creates a positive and highly motivated working environment that promotes and develops 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 in a timely manner to the concerned Department Head/ Division Head. Facilitates the provision of recovery amenities with an 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 toward all hotel guests and colleagues.

Identifies staff training needs based on operational observations and guest feedback and conducts the training whenever possible.



Shuttle bus available; Break time room (Billiard, TV, etc.)
Meal (buffet meal provided) Lunch, snacks
Discount (Hotel)
Allowances

Degree Holder in any field or equivalent professional training

Experience Requirements:
5 years of work experience in a 5-star Hotel including 3 years at the Front Desk.
Minimum 2 years experience in the same capacity
With a casino, the background is an advantage

Energetic and positive
Has initiative
Has good interpersonal skills

Able to work on flexible shifts including overnight, weekends, and holidays on a rotation basis.

Able to work overtime when needed.

Requirements

• Minimum education level: Bachelor´s Degree
• 5 years of experience

More than 30 days ago

About John Clements Consulting Inc.

Since pioneering executive search in 1974, John Clements has been at the forefront of developing the next generation of leaders in Southeast Asia. From recruiting the best talent to developing your leaders via our partnerships with Harvard Business Publishing and Zenger Folkman, we’re here to empower your organization for the innovation economy.